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Service Policy

Any manufacturing defect discovered in a product sold by William Penn under current production will be replaced/repaired free of cost within 20 working days if it is within the warranty period. Customer needs to retain the warranty card or bill copy and carry the same when returning the product to the store for service. Warranty card informs the customer what constitutes a manufacturing defect (refer manufacturing defects page of warranty card).

If any manufacturing defect is discovered in a purchase from William Penn within its warranty period but unable to replace or repair the product due to the circumstances beyond the control, William Penn undertakes to replace the purchase with a substitute item with a value equal to the original purchase.

Accidents Happen! If the product is damaged due to mishandling or an accident or if there is problem after the warranty is expired- William Penn will do the absolute best to repair the problem for the customer. Any estimation related to service will be notified to the Customer in advance. It could take about minimum of 45 working days and above for return. Courier charges to be borne by the customer.

For products that are discontinued or are Vintage models. It may take three to six months for servicing. This is because the parts may be available only with the manufacturer and the product may have to be sent to the service center for identification of the problem and then repaired/replaced. The costs for the repairs if any, courier charges and re-import charges are to be borne by the customer.

Customers have the option to personalise their product by engraving a company logo or name, however the engraved colour may vary from the preview shown during the purchase. Orders with personalisation request cannot be cancelled once the product is engraved. such products cannot be exchanged.

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