Payments & Refund Policy for MarkPen

Last Updated: February 26, 2025

Payment Methods

MarkPen, operated by Hong Kong engine International Co., Limited, uses Stripe as our payment processor for all acrylic marker pen and art supply purchases. All payments are processed securely through Stripe's platform.

We accept the following payment methods:

• Credit Cards (Visa, Mastercard, American Express)
• Debit Cards
• Digital Wallets (Apple Pay, Google Pay)
• Bank transfers (where available)

We do not store your payment card details. Your payment information is handled directly by Stripe, whose use of your personal information is governed by their Privacy Policy. Stripe adheres to PCI-DSS standards, ensuring the secure handling of your payment information.

Order Payment Process

• Payment is required at the time of order placement
• Orders are processed only after successful payment confirmation
• You will receive an order confirmation email upon successful payment
• All prices are displayed in the applicable currency and include applicable taxes where required
• Payment authorization may be held until order shipment

Refund Policy

General Policy

We want you to be completely satisfied with your acrylic marker pen purchase. If you are not satisfied with your order, you may return eligible items within 30 days of delivery for a full refund.

Eligible Returns

Acrylic marker pens and art supplies eligible for return must meet the following conditions:

• Returned within 30 days of delivery date
• Items must be in original, unused condition with no signs of wear
• Items must be in original packaging with all tags, labels, and protective films attached
• Items must include all original accessories (pen caps, packaging, manuals, etc.)
• Marker pens must not show any ink usage or personalized markings

Non-Returnable Items

The following items cannot be returned for hygiene, safety, and quality reasons:

• Marker pens that have been used or show ink marks
• Custom or personalized art supplies
• Opened or used paint, ink, or coloring materials
• Items damaged by water, impact, or improper storage
• Products with missing parts or unauthorized repairs

Art Supply Specific Return Conditions

For acrylic marker pens and art supplies:

• Hygiene Requirements: Items must be free from any personal contamination
• Ink Condition: Marker pens must be unused and contain original ink
• Functionality: All pens and art tools must work as intended
• Physical Condition: No scratches, dents, or damage to pen bodies or packaging

Return Process

To initiate a return:

1. Contact Us: Email us at [email protected] within 30 days of delivery
2. Provide Information: Include your order number, marker pen model, and reason for return
3. Return Authorization: We will provide return instructions and authorization
4. Ship Items: Package items securely in original packaging and ship to our designated return address
5. Inspection: We will inspect returned items upon receipt for functionality and hygiene

Return Shipping

• Customers are responsible for return shipping costs unless the return is due to our error
• We recommend using a trackable shipping method for valuable art supplies
• Risk of loss during return shipping is borne by the customer
• Original shipping charges are non-refundable unless the return is due to our error

Refund Processing

• Refunds are processed within 5-10 business days after we receive and inspect the returned marker pens or art supplies
• Refunds will be issued to the original payment method
• You will receive an email confirmation when your refund has been processed
• It may take additional time for the refund to appear on your payment statement depending on your payment provider

Damaged or Defective Art Supplies

If you receive damaged or defective marker pens or art supplies:

• Contact us immediately at [email protected]
• Provide photos of the damaged items or describe the issues
• Test all pens and art tools and report any problems
• We will arrange for replacement or full refund at no cost to you
• Return shipping will be covered by us for damaged or defective items

Order Cancellation

Before Shipment

• Orders can be cancelled before shipment for a full refund
• Contact us as soon as possible to cancel your marker pen order
• Cancellation requests are processed during business hours

After Shipment

• Orders cannot be cancelled once shipped
• You may return the marker pens or art supplies following our standard return policy

Exchange Policy

• We currently do not offer direct exchanges for different marker pen models or art supplies
• To exchange an item, please return the original product for a refund and place a new order
• This ensures you receive the correct item promptly

Special Circumstances

We may provide refunds outside our standard policy in exceptional cases:

• Quality Issues: Significant product quality problems not described in product specifications
• Compatibility Problems: Issues with product compatibility as described
• Defective Items: Premature ink failure or product defects
• Shipping Delays: Significant delays beyond our estimated delivery time

Promotional and Sale Items

• Sale marker pens and promotional art supplies are eligible for return under the same conditions
• Refunds for sale items will be processed at the sale price paid
• Limited edition or clearance items may have specific return restrictions

International Orders

• International customers are responsible for return shipping costs for marker pens and art supplies
• Customers may be responsible for customs duties and taxes on returns
• Refund amounts may be adjusted for currency conversion fees

Warranty Coverage

• All marker pens and art supplies come with manufacturer warranty as specified in product descriptions
• Warranty covers manufacturing defects but not damage from misuse
• Ink performance is covered under warranty terms
• Water resistance ratings are maintained only with proper care

Processing Time

• Return requests are reviewed within 2-3 business days
• Refund processing takes 5-10 business days after item inspection
• Replacement items are shipped within 2-3 business days after approval

Additional Information

• All prices and policies are subject to change with notice
• We reserve the right to modify this policy at any time
• Changes will be effective immediately upon posting on our website
• This policy is governed by the laws of Hong Kong Special Administrative Region
• For orders placed during promotional periods, specific terms may apply

Contact Information

For any questions about our marker pen payment and refund policy, please contact:

Hong Kong engine International Co., Limited

• Email: [email protected]
• Customer Service: Available through our website contact form
• Business Hours: Monday - Friday, 9:00 AM - 6:00 PM (Hong Kong Time)

We are committed to providing excellent customer service and will work with you to resolve any issues with your marker pen order.