Return & Exchange Policy
Our top priority since our inception is customer satisfaction.
We are happy to offer an exchange or credit on most* products returned within 14 days from delivery, minus any shipping and duty charges if applicable. Should any item returned by the customer have originally received free shipping then this shipping charge will be deducted from your refund amount.
*For health reasons, certain products are ineligible for return, as noted on the website pages displaying those products.
Merchandise that are Special Orders, discounted items, inks and paper are a final sale.
* Note any package we ship to you that is deemed undeliverable/or not picked up within the notified time at the respective carriers’ pick-up depot, be returned back to us, the actual cost of the shipping both ways (to and from) will be charged to you, and deducted from your refund even if you received the original shipping free.
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 condition, unused, 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 be in new condition with unused cartridges and no ink in the feed/nib; and the product must not have been altered in any way. We will not 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, you must notify delivery company at the time of delivery, keep all original packaging, and contact us immediately. Any damage or breakage to the shipment 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, your parcel must be sent via a trackable carrier of your choosing. You are responsible for the return shipping charges and we are not responsible for any parcels lost in transit during the return.
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.
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, as Charals cannot 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 sall okay, 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 and note that shipping charges will be charged.
If for any reason you have any questions regarding product repairs please contact us at 604-689-3497.