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Service Policy

If a manufacturing defect is found in a product purchased from William Penn or its authorised retailers, and it is within the warranty period, the defect will be replaced or repaired free of charge. The replacement or repair process will be completed within 20 working days (excluding Saturday, Sunday, and other public holidays). To initiate a service request, it is necessary to provide the invoice from the authorised retailer. The customer needs to retain the warranty card with sign and signature of the retailer or bill copy of the retailer and carry the same when returning the product to the store for service. Customers can refer to the designated page in the warranty card for information on what qualifies as a manufacturing defect, 

In the event that a manufacturing defect is found in a purchase from William Penn or its authorised retailers within the warranty period, and circumstances prevent the product from being replaced or repaired, William Penn and its authorised retailers are committed to providing a substitute item of equal value as a replacement for the original purchase.

William Penn and its authorised retailers aim to provide the best possible assistance to customers in case of product damage resulting from mishandling, accidents, or issues occurring after the warranty period. Efforts will be made to address and repair the problem to ensure customer satisfaction where possible. Any applicable service fees will be communicated to the customer in advance. The return process may take a minimum of 45 working days (excluding Saturday, Sunday, and public holidays) or longer. Please note that the customer is responsible for covering any courier charges associated with this process.

For discontinued products or vintage models, servicing may take approximately three to six months. This extended timeframe is due to the need to source parts from the manufacturer and the requirement to send the product to the service centre for identification and repair/replacement. Please note that any costs associated with repairs, courier charges, and re-import charges will be the responsibility of the customer.

Customers may choose to personalise certain products through engraving with a company logo or name. Please note that the actual engraved colour may vary from the preview shown at the time of purchase. Once a product is engraved, orders with personalisation requests cannot be cancelled, and such products cannot be exchanged.

Please be aware that William Penn has not authorised any retailer to sell online or on marketplaces such as Amazon or Flipkart. Any purchases made from unauthorised sources will not be considered by William Penn for service.


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