Return & Warranty Policy

At PiLi Verse LLC, we want our customers to be satisfied with their selected products. Due to the nature of finished handcrafted pens, natural inlay materials, and premium decorative details, our return and warranty policy applies as follows.

Section 1: Inspection Upon Delivery

Customers are encouraged to inspect the product immediately upon delivery. If the product is damaged during shipping, incorrect, missing included accessories, or has an obvious defect before use, customers must contact us within 48 hours of receiving the order and provide photos or videos as evidence.

Section 2: Return Eligibility

Products may be considered for return or exchange in the following cases:

  • ◆ The product has a technical defect before use.
  • ◆ The product is damaged during shipping.
  • ◆ The product delivered is not the same as the confirmed order.
  • ◆ The product remains unused, undamaged, unaltered, and includes its original box, accessories, and documents, if any.

Section 3: Non-Returnable Cases

Returns or exchanges will not be accepted in the following cases:

  • ◆ The product has been used.
  • ◆ The product is damaged due to dropping, impact, improper storage, or incorrect use.
  • ◆ The product is affected by ink, chemicals, water, high temperature, high humidity, or external factors.
  • ◆ The customer changes their mind after the correct product has been delivered as described.
  • ◆ Natural differences in pattern, color, mother-of-pearl appearance, abalone shell appearance, inlay surface, or handcrafted finishing details. These are not considered product defects.
  • ◆ Customized, personalized, engraved, or specially modified products, if applicable.

Section 4: Warranty

Warranty applies to technical defects related to the structure or basic function of the product under normal use.

Warranty period: 24 months from the date the customer receives the product.

The warranty does not cover natural wear and tear, surface scratches, fading caused by use, damage caused by accidents, improper storage, or repair attempts by unauthorized third parties.

Section 5: Resolution Process

After receiving a return or warranty request, we will review the information, photos, videos, and product condition. If the request is approved, we may offer one of the following solutions depending on the situation: repair, replacement, exchange for an equivalent product, or refund. Processing time may vary depending on the product condition, customer location, and availability of replacement parts or products.