Refund Policy

At Pen To Paper Writers Limited, we want you to be completely satisfied with your purchase. This policy outlines the conditions under which refunds and returns are accepted.

1. Physical Books — 14-Day Return Policy

We accept returns on physical books within 14 days of the delivery date. To be eligible for a return:

• The book must be in its original, unused condition
• The book must not be damaged, written in, or have pages removed
• The original packaging or wrapping must be intact where applicable
• Proof of purchase (order number or receipt) must be provided

Returns requested after 14 days from the delivery date will not be accepted unless the item arrived damaged or defective.

2. Damaged or Defective Items

If your physical book arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:

• Your order number
• A clear photo of the damage or defect
• A brief description of the issue

We will arrange a replacement or full refund at no additional cost to you, including return shipping.

3. E-Books and Digital Content

Due to the nature of digital products, all e-book and digital content purchases are final and non-refundable once the content has been accessed or downloaded.

Exceptions may be made in the following circumstances:

• You were charged twice for the same purchase (duplicate charge)
• The content is significantly different from its description
• A technical error prevented you from accessing the content and we are unable to resolve it

To request an exception, contact us within 7 days of purchase with your order details.

4. How to Initiate a Return or Refund

1. Email us at info@pentopaperwritersltd.com with the subject line "Return Request — [Your Order Number]"
2. Include your order number, the item(s) you wish to return, and the reason for the return
3. Our team will respond within 2 business days with return instructions
4. Ship the item back to our address using a trackable shipping method
5. Once we receive and inspect the return, we will process your refund

Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective.

5. Refund Processing

Approved refunds are processed within 5–10 business days. Refunds are issued to the original payment method:

• M-Pesa — refunded to the originating phone number
• PesaPal / SasaPay — refunded to the originating account
• Bank transfer — refunded to the originating account

We will notify you by email once your refund has been processed.

6. Non-Returnable Items

The following items are not eligible for return or refund:

• E-books and digital content that have been accessed
• Physical books returned after 14 days of delivery
• Books that show signs of use, damage, or missing pages
• Gift cards or promotional credits
• Publishing service fees (manuscript review, editing, design)

7. Order Cancellations

You may cancel a physical book order before it has been dispatched. To cancel, contact us immediately at info@pentopaperwritersltd.com or call +254 729 771 217.

Once an order has been dispatched, it cannot be cancelled and must go through the standard return process.

8. Contact Us

For any refund or return enquiries, please reach us at: