Last updated: May 2026 · Operated by Vantyx Labs Ltd, 124-128 City Road, London, EC1V 2NX

1. Our 60-day satisfaction guarantee

Every Reta Pen 40 order is covered by a 60-day satisfaction guarantee. If you are not satisfied with your order, you may contact our UK support team within 60 days of receiving it to arrange a refund in line with the terms set out below.

This guarantee is offered in addition to, and does not affect, your statutory rights as a UK consumer.

2. Your statutory cancellation rights

Under the Consumer Contracts Regulations, UK consumers ordering online generally have the right to cancel an order within 14 days of receiving the goods. Where this right applies, you may return the goods for a refund. Certain items that are sealed for health or hygiene reasons may be exempt from this right once unsealed; where an exemption applies we will explain it to you.

3. How to request a refund

To start a refund request, contact our UK support team with your order number:

• Email: support@retapen40.co.uk
• WhatsApp: +44 7988 516 578
• Contact page: retapen40.co.uk/contact

Please include your order number, the email address used to place the order, and a short description of the reason for your request. This helps us process it quickly.

4. Condition of returned items

To be eligible for a return under this policy, items should be:

• Returned within the applicable window described above
• In a condition consistent with the reason for return
• Accompanied by your order number or proof of purchase

If an item arrives damaged, faulty, or not as described, contact us straight away. Do not dispose of the item or its packaging until we have advised you, as this helps us resolve the matter.

5. Damaged or incorrect orders

If your order arrives damaged in transit, incomplete, or different from what you ordered, we will put it right. Depending on the situation this may mean a replacement or a refund. Please report any such issue within 7 days of delivery so we can investigate with the courier where relevant.

6. How refunds are issued

Approved refunds are issued to the original payment method used at checkout. Once a refund is approved, it is typically processed within 5-10 working days, though the time for the funds to appear depends on your bank or payment provider.

Where a refund relates to part of an order — for example a multi-pen plan — the refunded amount reflects the items returned and any plan-specific pricing or free-item terms that applied at purchase.

7. Return shipping

Where a return is required, we will provide return instructions when we process your request. If a return is due to an error on our part or a faulty item, we will cover reasonable return postage. For other returns, return postage may be the customer's responsibility; we will confirm this when you contact us.

8. Non-returnable situations

We may be unable to offer a refund where:

• The request is made outside the applicable window
• No order number or proof of purchase can be provided
• An item sealed for health or hygiene reasons has been unsealed, where that statutory exemption applies

If we cannot offer a refund, we will explain why and discuss any alternative that may be available.

9. Questions

If anything about this policy is unclear, contact us before placing or returning an order — we would rather answer a question early than resolve a misunderstanding later.