Exchanges, Returns and Pre-sales

Exchanges, Returns and Pre-sales

We accept exchanges and returns up to 15 days after the invoice date. If more than 15 days have passed since your purchase, unfortunately, we can't offer you a refund or exchange.

To be eligible for a return or exchange, the product must be unopened and unused. The product must be in the same condition as when you received it and in its original packaging.

In the case of exchanges or returns, shipping costs are non-refundable. We do not accept exchanges or returns for the following products:
- Products that have been opened and/or used
- Tools, Paints, Markers and Supplies.
- Books
- Gift certificates

You must send or bring the product you are returning or exchanging to our PINNA CALLIGRAPHY location (Calle 73 Oeste, Casa 69E, Altos de Betania). We are not responsible for any shipping costs incurred. If you arrange return shipping, the cost of the return shipping will be deducted from your refund. Shipping costs are non-refundable. Shipping times may vary depending on the destination.

These policies apply only to the pinnacalligraphy.com website. Our branches manage their own exchange and return policies. If you'd like more information, please contact us at info@pinncalligraphy.com.

CHANGES
Customers may request to exchange products purchased from pinnacalligraphy.com in their original condition and packaging within a maximum of 15 days from the invoice date for another product of the same or higher price by presenting the corresponding invoice. The customer agrees to pay any difference in price and shipping costs. The invoice must be presented to process the product exchange. After 15 days have passed from the invoice date, we unfortunately cannot accept exchanges.

RETURNS
Customers may return products purchased at pinnacalligraphy.com and receive the full amount paid for them, excluding shipping costs. To process the return, the customer must return the product(s) in their original condition and packaging within 15 days of the invoice date to our PINNA CALLIGRAPHY store (Calle 73 Oeste, Casa 69E, Altos de Betania) and present the corresponding invoice. Refunds will be processed using the same payment method used to make the purchase within the stipulated time period. After 15 days from the invoice date, we unfortunately cannot offer refunds or exchanges. The invoice must be presented to process the return.

REQUIREMENTS FOR RETURNS AND EXCHANGES
When requesting a product exchange and/or return, the following information will be requested via email:
- Order number assigned to your purchase. You can find it in your order confirmation email.
- Invoice (photo, scan or physical)
- Description of the purchased/acquired product
- Reason for requesting the exchange or refund
- In case of changes, description of the product(s) that will be exchanged
- Payment method with which the purchase was made
- Send or take the product(s) in their original condition and packaging to our PINNA CALLIGRAPHY branch (Calle 73 Oeste, Casa 69E, Altos de Betania) for evaluation
To process exchange and/or return claims, you must send or bring the product to our PINNA CALLIGRAPHY branch (Calle 73 Oeste, Casa 69E, Altos de Betania) along with the invoice. The product's condition must be evaluated by gunplapanama.com before proceeding.
Once receipt of the exchange or refund request has been confirmed, it will be reviewed. Receipt of the request does not imply authorization for the exchange or refund.
Requests for exchanges or returns will be reviewed. Once the review is complete, the customer will be notified of the approval or rejection, along with the reasons.
Shipping costs for the exchange and/or return of the product(s) will be borne by the customer, or the customer can come in person with the product and invoice to our branch at Calle 73 Oeste, Casa 69E, Altos de Betania. In the event of a return, if the customer wishes, we can coordinate and schedule the pickup of the product, and the shipping cost will be deducted from the return refund.

TIME
Estimated processing times for a return refund, once authorized and approved, are:
- Payment by credit card: 10 to 15 business days
- Bank deposit from Banco General or Bac Panama: 5 business days
- Bank deposit from other banks: 8 to 10 business days

EXCEPTIONS
If the purchased product does not work properly, it must be reported to pinnacalligraphy.com within the first 5 days of receiving it. The customer agrees to send the product to PINNA CALLIGRAPHY (Calle 73 Oeste, Casa 69E, Altos de Betania) for review. If a defect is found that cannot be repaired in the product and that was not due to improper use, gunplapanama.com will exchange the defective product for another product of the same model and color or a similar one. The customer and pinnacalligraphy.com agree to wait for the review of the item and its repair; only if it is not possible to repair it will the product be exchanged for a new one.

REFUND
If for any reason pinnacalligraphy.com is unable to successfully complete your order, we will issue a refund for the product or the full purchase price, depending on the situation.
The following are some of the reasons why gunplapanama.com would proceed with a voluntary refund:
- The purchased product is out of stock and it is not possible to deliver another one with similar characteristics and of equal or higher price.
- Delivery time exceeds 10 business days from the date of purchase.
- The product was lost by the courier
- The customer has been charged an incorrect amount, the refund would be made for the difference
Due to the variety of scenarios that may arise when purchasing online, all cases not covered by these policies will be reviewed and processed by pinncalligraphy.com individually.
If you haven't received your refund within the estimated timeframe, please check your bank account again first.
Next, contact your bank. Transactions usually take a few days to process.

PRE-SALES POLICY

We only allow customers to purchase a product as a pre-order once we have ordered the product and confirmed receipt. However, we are not responsible for manufacturer delays or cancellations. We will post product updates on our site and also email status updates to pre-orders. When a pre-order is placed, the customer is charged for the item because we have real-time credit card processing. If a customer needs to cancel a pre-order, they will receive a credit less a 30% cancellation fee. A customer who places an order for both an in-stock item and a pre-order item will be held in reserve until the pre-order can be shipped, unless the customer prefers to place each order separately and have two shipments sent to them at different times. (We will notify the customer if a situation like the one mentioned above occurs.)

If you've done all of this and still haven't seen the refund reflected in your account, please contact us at info@pinnacalligraphy.com

Last revised: June 4, 2021.