Pen City Pty Ltd regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all Pen City users, and conforms to Internet privacy standards.

If you have questions or concerns regarding this statement, you should first contact our store on +613 9670 6775

Collection of Information

In order to use the website, we may require information from you in order to provide the best service possible.

All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email.

Any information collected by Pen City Pty Ltd is collected via correspondence from you or your company. This may be via the telephone, Email, mail, fax or directly through our website.

Use of Collection Information

Any details collected from Pen City customers is required in order to provide you with our products and/or services, and a high level of customer service.

Correspondence is recorded in order to provide service references, and to assist in our staff development.

Storage of Collected Information

The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

Access to Collected Information

If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at


If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, Email, and address) and financial information (such as credit card number, expiration date).

We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.


Pen City Pty Ltd uses personally identifiable information for essential communications, such as Emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at

You will be notified before your personal information is collected by any third party, that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

Third Parties

Pen City Pty Ltd may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service.

These third parties are prohibited from using your personally identifiable information for any other purpose.

Pen City Pty Ltd does not share any information with third parties for any unknown or unrelated uses.


We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.


Links on the Pen City Pty Ltd site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of

Changes to Privacy Policy

 If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by Email, or by means of a notice on our homepage.

Pen City Pty Ltd Security Policy

Pen City Pty Ltd uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet.
All online credit card transactions performed on this site using the eWAY gateway are secured payments.

• Payments are fully automated with an immediate response.
• Your complete credit card number cannot be viewed by Pen City Pty Ltd or any outside party.
• All transactions are performed under 128 Bit SSL Certificate.
• All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.
• eWAY is an authorised third party processor for all the major Australian banks.
• eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Pen City Pty Ltd

For more information about eWAY and online credit card payments, please visit

Delivery Policy

After ordering online, you will receive an email confirmation from eWAY containing your order details (if you have provided your email address). We will normally confirm receipt of your order within a few minutes of ordering. We will attempt to send your goods via Australia Post within three working days; however if goods are unavailable the customer will be notified and given the option to cancel or wait for estimated delivery time.

If you wish to query a delivery please contact us at

Returns Policy

Please refer to our separate document ‘Pen City Pty Lty Returns Policy’ for full details.

Pen City offer a fourteen-day credit-return guarantee if you are not completely satisfied with your purchase*. Full refunds are also offered in the case of faulty or incorrect goods*.

*Conditions apply. Please refer to our full returns policy for full details.  pen_city_pty_ltd_returns_policy.pdf


Pen City Returns Policy applies to

If for any reason you are not completely satisfied with your purchase we will give you a fourteen-day credit-return guarantee from the time you receive the goods. Please email us at within that time if you are not satisfied with your purchase so that we can resolve any issues.

This return policy does not apply to goods which have been worn or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition. All postage and insurance costs are to be paid by the buyer. We recommend that you return the product via Registered parcel post and that you pre pay all postage. You assume any risk of lost, theft or damaged goods during transit; therefore advise you take out shipment registration of insurance with your postal carrier. Pen City Pty Ltd will not be responsible for parcels lost or damaged in transit if you choose not to insure.

Returning Pen City Online products

We will offer an exchange or credit on most products purchased at If you are not completely satisfied with your product, return it within 14 days to us for an exchange or credit. Please refer to the full Pen City Pty Ltd Policy for details.

How to return a product ordered on

Products ordered at may be returned to our store. You will need your tax invoice (email receipt) as information on this is needed as proof of purchase. For change of mind credit/exchange, delivery fees are non-refundable and all postage costs are that of the buyer.

Faulty, Damaged or Incorrect Product Delivered

If you believe an error has been made or an item is not as it should be please contact the Customer Service Team on or phone: +613 9670 6775 as soon as possible.

We apologise for the inconvenience, we will resend the correct item to you as soon as we can. If a suitable item cannot be sent a full refund will be offered.

Change of Mind Returns

If you wish to return an item because you have changed your mind about your purchase, Pen City will offer you a credit voucher or product exchange provided that:

  • You return the item within 14 days of delivery receipt;
  • You produce your original Pen City receipt at the time you return the item
  • The item is in resalable condition including that:
    • It is in its original packaging, including instruction manuals and all accessories;
    • It is unworn, unopened, unused and in its original condition;
    • The product is not one on which a change of mind return is not available (see below).

If these requirements are not satisfied Pen City reserves the right not to offer an exchange or credit voucher for change of mind returns.


Goods on which a change of mind return is not available

The Pen City Change of Mind Returns Policy is not available to any products including discontinued lines, specified as ‘Sale No Return’ in the product description.

These products can still be returned if they are faulty (excluding pre-sale faults specified in store soiled goods), the product is not fit for its intended purpose or does not match the description.

Please note Pen City may elect to return faulty items returned after 30 days  to the manufacturer's repair agent to determine the nature of the problem. If the product is determined to be faulty, not of merchantable quality, not fit for purpose or not matching a description or sample Pen City will be handle under the items warranty terms.

If you cannot present your Pen City receipt or other acceptable proof of purchase Pen City reserves the right not to offer a refund or exchange.

Where you seek a refund for any item that was purchased as part of a 'deal', Pen City may refund the price in accordance with deal eligibility. No refund will be given on free items and any refund amount may be recalculated if your return results in deal eligibility no longer being met.

Operating Difficulties

If you are experiencing operating difficulties with items purchased we recommend you first contact us before returning the product. Many operating difficulties can be quickly solved with the right advice.

Pen City reserves the right to:

Assess the condition and age of returned goods prior to offering a repair, exchange or refund. This may result in a repair, exchange or refund being refused.

Please note:

  • Your original Pen City receipt is the best form of proof of purchase
  • Refunds will be issued using your original payment method
  • Refunds will not be provided for the purchase of gift certificates. Gift certificates are not redeemable for cash.
  • Please return any accessories and manuals supplied with product



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