Returns & Refunds

We want your child to enjoy using the product and actually make something with it. In addition to your statutory rights, we offer a 30-day return guarantee.

Our 30-day return guarantee

You may request a return within 30 days of the date your order is delivered, whether the product is faulty or you have simply changed your mind.

To request a return, email support@filupen.com and include your order number. If the product is faulty or damaged, please also include a photograph or short video showing the problem where reasonably possible.

We will provide the return address and instructions. Please contact us before sending anything back so that we can identify and process your return correctly.

Unless the item is faulty, damaged or incorrect, it must be returned with the pen and all reusable components and accessories supplied with it. You may open and reasonably test the pen. We may reduce the refund where the product has been damaged or handled beyond what is reasonably necessary to establish its nature, characteristics and operation.

Nothing in this voluntary 30-day guarantee limits your statutory rights.

Your statutory right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have the right to cancel an online order without giving a reason.

You must tell us that you wish to cancel within 14 days beginning on the day after you receive the goods. After notifying us, you then have a further 14 days to return them.

To cancel an order, email support@filupen.com with your order number and a clear statement confirming that you wish to cancel.

How to return an item

1. Email support@filupen.com with your order number and tell us why you would like to return the item.

2. If the item is faulty, damaged or incorrect, include a photograph or short video of the issue where reasonably possible. This will help us resolve the matter more quickly, but it does not affect your statutory rights.

3. Wait for our return address and instructions before posting the item.

4. Package the item securely and keep your proof of postage until your return and refund have been completed.

Return postage

If the item is faulty, damaged or not what you ordered, we will pay the reasonable cost of returning it. We may provide a prepaid return label or reimburse reasonable postage costs.

If you cancel because you have changed your mind, you are responsible for the direct cost of returning the item, unless we tell you otherwise.

Refunds

We will issue any refund due without undue delay and no later than 14 days after we receive the returned goods or, if earlier, 14 days after you provide evidence that you have sent them back.

Refunds will be made to the original payment method unless expressly agreed otherwise.

Where you exercise your statutory cancellation right, we will also refund the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, we are not required to refund the additional cost.

We may reduce the refund to reflect any reduction in the value of the goods caused by handling beyond what would reasonably be permitted in a shop.

Faulty goods

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality.

If the pen is faulty, contact us at support@filupen.com. If you exercise your short-term right to reject the goods within 30 days, you may be entitled to a full refund.

After the first 30 days, you will normally be entitled to a repair or replacement. If a repair or replacement is impossible, unsuccessful, is not completed within a reasonable time or causes significant inconvenience, you may be entitled to a price reduction or refund.

Faults appearing within the first six months are generally presumed to have been present when the goods were delivered unless we can show otherwise. After six months, you may need to show that the fault was present when the goods were delivered.

Nothing in this policy excludes or limits your statutory rights.

One-year commercial warranty

In addition to your statutory rights, we provide a one-year commercial warranty on the pen beginning on the date it is delivered.

If the pen stops working because of a manufacturing defect during this period, email support@filupen.com with your order number and a description, photograph or short video of the problem. Depending on the circumstances, we will repair or replace the pen or provide an appropriate refund.

This warranty does not cover accidental damage, misuse, water damage, unauthorised modification or normal wear and tear. Consumable materials, including used filament, are not covered unless they were faulty when supplied.

This commercial warranty is provided in addition to your statutory rights. Your statutory rights may continue after the warranty has expired.

Filament and consumable materials

Unused filament may be returned in accordance with this policy.

If filament has been opened or partially used, any refund may be reduced to reflect the amount consumed or any reduction in its value. This does not affect your rights if the filament is faulty, damaged or not as described.

You do not need to return objects your child has created using the pen.

Contact

Filupen
48 Beaumont Court
London E5 8BG
United Kingdom
Email: support@filupen.com