Terms & Conditions
This Privacy Policy, Returns & Refunds, Shipping Policy explains how cancellations, returns, exchanges, shipping and refunds are handled for purchases made on www.penmarks.net. By placing an order, you agree to these terms, which do not limit any rights you may have under applicable consumer protection laws.
1) Order Cancellations Before dispatch:
You may cancel an order before it is dispatched for a full refund.
After dispatch / In transit:
If you cancel after dispatch, the order will be treated as a return (see Section 3). You’ll be responsible for return shipping unless the item is defective, damaged on arrival, or we shipped the wrong product.
2) Out-of-Stock After Payment (Our Inability to Supply)
If we are unable to supply an item after full payment has been received because the item is out of stock, we will refund you via Bank Transfer within 24 to 48 hours of notifying you.
We may contact you to offer alternatives (e.g., later delivery, substitution, or store credit), but you are under no obligation to accept them.
3) Returns & Exchanges
3.1 Change-of-Mind Returns
Return request window: 7 calendar days from delivery.
Item condition: unused, in original packaging with all accessories and seals intact.
Shipping: return shipping at the customer’s expense. (We can help arrange a courier at cost.)
3.2 Defective, Damaged, or Incorrect Items
Notify us within 48 hours of delivery with your order number and photos/videos showing the issue. We will arrange a free replacement, exchange, or refund (your choice, subject to stock).
If inspection finds no fault, the return will be processed as a change-of-mind return (Section 3.1).
3.3 Non-Returnable Items
For safety, hygiene, or IP reasons, the following are not eligible for return unless defective/incorrect on arrival:
Opened inks/toners, paper reams removed from sealed packs, consumables, batteries once packaging or any other product that has been opened.
3.4 4 Furniture & Large Items
For large/bulky items (e.g., furniture), please ensure access is suitable at the delivery location. Failed deliveries due to access issues may incur re-delivery fees.
Any factory defects will be remedied under Section 3.2. Minor variations in colour/finish or wood grain are normal manufacturing tolerances.
4) How to Initiate a Return or Cancellation
1) Email info@penmarks.net with: order number, your full name and contact number; item(s) you wish to return & reason; photos/videos for damage/defect/incorrect items.
2) We’ll reply with instructions and, if applicable, a return authorisation.
3) Once we receive and inspect the item(s), we’ll confirm eligibility and process your refund,
exchange, or replacement.
Inspection typically takes 1–2 business days from receipt at our facility.
5) Refund Methods & Timing
Primary method: Bank Transfer to your nominated account name and number (you may be asked to verify details).
Currency: Refunds are processed in the original payment currency where feasible (ZMW). Timing:
- Out-of-stock (Section 2): within 24–48 hours of our notice to you.
- All other approved refunds: typically within 5 business days after inspection is completed.
- Card, mobile money, or third-party gateway reversals (if ever used) depend on your provider’s timelines once we authorise the refund.
Note: Delivery/installation fees are non-refundable unless the return is due to our error or a verified defect.
6) Pricing & Description Errors
If a product is listed or quoted with an obvious error (pricing or description), we may cancel the
order and issue a full refund. You’ll be notified promptly and may reorder at the correct price.
7) Warranties & Manufacturer Support
Products may carry a manufacturer’s warranty. Where applicable, we’ll assist with the warranty
process. Warranty handling does not limit your statutory rights.
8) Chargebacks & Fraud Prevention
We reserve the right to investigate suspected fraud/abuse of the returns process and to reject or limit returns in cases of policy misuse. We may dispute chargebacks we believe are invalid and share documentation with the payment provider.
9) Deliveries & Discrepancies
Estimated delivery times
• Delivery within Lusaka: estimated 1–2 working days from order/payment confirmation.
• Delivery outside Lusaka (within Zambia): estimated 2–5 working days, depending on destination and courier schedules.
Disclaimer: These delivery times are estimates and may be affected by stock availability, courier delays, or public holidays.
Please inspect your order upon delivery. Report any shortages, transit damage, or incorrect items within 48 hours so we can resolve them quickly (replacement, exchange, or refund per Section 3.2).
10) Force Majeure
We are not liable for delays or inability to perform due to events beyond our reasonable control (e.g., floods, fires, strikes, acts of government, disruptions in logistics).
11) Governing Law
These Terms are governed by the laws of Zambia. You agree to the exclusive jurisdiction of the courts of Lusaka, Zambia for any disputes arising from or related to this Policy.
12) Contact
Email: info@penmarks.net Phone: +260 957 222894
WhatsApp: +260 955 220649
Address: Plot 831 North End Cairo Road, Lusaka, Zambia