Return & Exchange Policy
Our top priority since our inception in 1986, is customer satisfaction. We are happy to offer an exchange or store credit on all products returned within 14 days from delivery, minus any shipping and duty charges. If the item returned to us received free shipping, a shipping charge will apply, and be deducted from your return amount. For health reasons, certain products are ineligible for return, as noted on the website pages displaying those products.
All discounted and Special order items are a final sale.
** Note any package we ship to you that is deemed undeliverable/or you do not pick up by notified time at the respective carriers’ pick-up depot, if the package is returned to us by the shipping company, the actual cost of the shipping both ways (to and from) will be charged to you.
Please contact us prior to return for instructions and a return authorization number (RNA). In order to receive a refund, returned items must be in new, unused condition, with all original documentation and unopened packaging. The items must have no visible scratches or marks, blemishes, signs of wear on the product, the tags, or the case, fountain pens must have unused cartridges and no ink in the feed/nib; and the product must not have been altered in any way. We cannot accept a return with any indication that it has been used and the item will be shipped back to you at your expense.
In the rare event of a problem with your order or damage to your order please notify delivery company at the time of delivery, keep all original packaging, and contact us immediately. Any damage to the shipment or breakage must be reported within 24 hours of receipt of the shipment in order for us to verify and process a claim for shipping damage.
For all your returns to Charals , the parcel must be sent via a trackable carrier of your choosing. We are not responsible for any lost parcels.
No credit or exchanges will be given after 14 days. If it is a warranty issue, please contact the manufacturer directly.
Method of Return
All items properly returned under this policy are eligible for an exchange, or a store credit, at your option.
Merchandise that has been Special Orders or discounted are a final sale.
Send the product in its original packaging materials and include a copy of the original documentation.
If the product you’re returning included a special offer or a “gift with purchase,” return that item also.
When returning, please be sure to provide:
1. Your Full Name
2. Valid email Address
3. Shipping Address and Telephone #
4. Order #
5. Description of Product Returned.
Affix a shipping label, your shipping address and RAN# on the return package. Ship your return via a prepaid delivery label and insured for the full purchase price by a trackable carrier. You must keep proof of return shipment, and Charals will not be responsible for damaged or lost returned product(s). Upon receipt of your package, Charals will verify that the returned product(s) satisfies our conditions of the return policy and, if so, will then proceed with the applicable exchange or refund.
All returns must be sent to:
Attn: Internet Order Return Dept.
171 Robson Street,Vancouver, B.C
Product Repair Information
For any items that and falls outside of our Return & Exchange Policy listed above, that is damaged or needs repair, please contact the manufacturer directly to resolve your problem.
In most cases the manufacturer will need a detailed description of the problem, complete contact information and a return shipping address.
If you are sending product back for a warranty repair be sure to include the completed warranty booklet and/or original receipt.
If for any reason you have any questions regarding product repairs please contact one of our stores at 604-689-3497.