Refund policy

Last Updated: September 23, 2026

At D & F ROBERTSON PTY LTD (operating online at a1zhhs-th.myshopify.com), we take immense pride in providing fine stationery—from smooth-flowing pens and precision pencils to durable, elegant folders designed to keep your thoughts organized. We want every notebook page you flip and every pen stroke you make to meet your expectations. If a product falls short of your standards, our clear and comprehensive Return and Refund Policy is designed to ensure a smooth, worry-free process.

30-Day Happiness Guarantee

We offer a 30-day return window. You have 30 calendar days from the date you receive your items to request a return.

To be eligible for a return:

  1. Condition: Items must be in the same condition that you received them—unused, unworn, unwritten, and unstained, complete with all original caps, clips, or protective sleeves.

  2. Packaging: Folders, multi-packs of pens, and pencil sets must remain in their original retail packaging.

  3. Proof of Purchase: A valid receipt, order confirmation number, or proof of purchase is required.

Non-Returnable & Exceptional Items

Certain items cannot be returned due to hygiene or custom production reasons:

  • Custom-engraved or personalized pens and notebooks.

  • Clearance, final-sale, or promotional giveaway items.

  • Gift cards.

How to Initiate a Return

  1. Submit Your Request: Contact our customer care team at [email protected] within 30 days of receiving your order. Please state your order number, list the item(s) you wish to return, and provide the reason for your return. If your item arrived damaged, kindly attach photographs.

  2. Receive Authorization: Our team will review your email and issue a Return Merchandise Authorization (RMA) along with detailed return instructions.

  3. Pack & Ship: Securely pack the item in sturdy packaging to ensure pens do not break and folders do not crease in transit. Send the package to our designated physical address:

    D & F ROBERTSON PTY LTD — Returns Dept.

    29 Parry St, Belgian Gardens, QLD 4810, Australia

    Contact: Shane Jurgens

Note on Return Shipping: Customers are responsible for return shipping costs unless the return is due to a defect or order error made by us. We strongly recommend using a trackable shipping service, as we cannot guarantee receipt of lost returned packages.

Refunds & Processing Time

  • Inspection: Once your returned parcel arrives at our Belgian Gardens facility, our team will inspect the item within 3–5 business days.

  • Approval Notice: We will notify you via email ([email protected]) regarding the approval or rejection of your refund.

  • Payout: Approved refunds will be automatically credited to your original payment method (Credit Card, PayPal, etc.) within 5 to 10 business days, depending on your financial institution.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery. If a pen leaks, a folder is torn, or you receive an incorrect item, contact us right away at [email protected]. We will evaluate the issue and send a replacement or issue a full refund at zero additional cost to you.