Terms and Conditions
1. Introduction
Welcome to the BENU Online Store! Thank you for visiting our official store, your destination for unique, handcrafted writing instruments and accessories by BENU. Operated by BENU LLC in Yerevan, Armenia, with a branch in Tbilisi, Georgia (ინდივიდუალური მეწარმე ეკატერინა დმიტრიევა), we proudly serve customers worldwide, shipping directly from our Yerevan-based warehouse.
These Terms and Conditions guide you through our policies on purchasing, shipping, and customer rights. They apply to all orders placed on our website, except for deliveries to Russia and Armenia. In Armenia, BENU products are available through Pen Box Stores, which you can find here.
2. Acceptance of Terms
By placing an order through our store, you confirm your acceptance of these Terms and Conditions. You’ll be asked to check a box to agree to our terms before completing a purchase. Note that subscribing to our newsletter is optional and separate from accepting these terms.
If you have any questions, please feel free to contact us — we’re here to help!
3. Products and Services
BENU specializes in handmade writing instruments and desk accessories, including fountain pens, rollerball pens, and pen holders. Our store also offers compatible replacement nibs and ink converters.
Disclaimers and Limitations
- Color Variations: Product photos may differ slightly in color due to photography lighting or screen displays. Small imperfections are natural in handmade items and are not considered defects.
- Limited Editions: Some items are produced as limited editions, noted on the product page.
- Product Updates: We reserve the right to update or discontinue products without prior notice.
Personalization Services
We offer custom hand-lettering for our Euphoria Autograph line, adding a unique touch to your pen. Each piece is crafted by a BENU artist, so while the style remains consistent, minor variations may occur. The character limit is 23, including spaces, and you can enter your text in the box before adding to cart.
Guarantees and Warranties
We offer a lifetime warranty against manufacturing defects. Defective items are eligible for a free replacement. Non-defective items may be returned within 30 days if unused and in original packaging, with return shipping costs covered by the buyer. Sale items are final sale unless defective. For details, please see our Delivery & Return page.
4. Ordering Process
How to Place an Order
- Add items to your cart.
- Enter your shipping, email, and phone number.
- Select a payment method — Debit/Credit Card or PayPal.
- Choose a shipping method — DHL Express, FedEx Express or Economy Post Service (HayPost Armenia).
- Confirm acceptance of our Terms and Conditions.
- Complete your order by paying.
Order Confirmation and Acceptance
Once paid, you can view your order status on your account page. A confirmation will also be sent to your email.
Order Cancellations by the Store
In rare cases (e.g., technical issues or stock errors), we may need to cancel an order. If so, our support team will contact you within one business day to discuss options, such as waiting for restocking or selecting a replacement. Orders may also be canceled if a payment provider declines the transaction.
Cancelling Your Order
You may cancel your order anytime before shipping for a full refund by contacting [email protected]. Once shipped, the order status will update, and you’ll receive a tracking number. Post-shipping cancellations are allowed, but shipping costs both ways will be deducted from your refund. Please refer to our Delivery & Return section for more.
Order Limitations
There are no restrictions on the quantity or value of items ordered.
Payment
Payment is due at checkout by credit/debit card or PayPal.
5. Pricing and Payment
Currency
Prices on our website are listed in USD.
Taxes and Import Duties
We do not add taxes or fees at checkout, but customs in the destination country may apply import duties or local taxes. These fees are the customer’s responsibility and must be paid directly to local authorities. If unsure about possible duties, please contact your customs office.
Payment Methods
We accept credit/debit cards and PayPal. No other methods are available.
Billing Details
Your card is charged immediately after ordering. Due to certain bank regulations, payments may sometimes appear as pending. Once processed, a digital receipt will be emailed to you.
Refunds and Cancellation Fees
Pre-shipping order cancellations are eligible for a full refund. If canceled post-shipping, both-way shipping costs will be deducted from the refund. Non-defective product returns will be processed within one business day after approval. See our Delivery & Return page for more.
6. Shipping and Delivery
Shipping Methods
We offer two shipping options:
- DHL Express for faster delivery (3–10 days).
- FedEx Express for faster delivery (3–10 days).
- Economy Post Service (HayPost) for economy delivery (20–60 days).
Shipping Costs
Shipping costs vary by method and destination, calculated at checkout, or view standard rates here.
Shipping Limitations
We deliver globally except to Russia and Armenia. In Armenia, BENU products are available exclusively through Pen Box Stores.
Customs and Import Fees
Customs or local taxes may apply in the destination country, paid by the customer directly to local authorities. BENU cannot estimate these charges, as they vary widely. Please contact your customs office if unsure.
Lost or Delayed Packages
DHL Express: If undelivered within 2 weeks, or if tracking hasn’t updated for 7 days, please contact us.
FedEx Express: If undelivered within 2 weeks, or if tracking hasn’t updated for 7 days, please contact us.
Regular Post Service: Contact us if not delivered within 60 days.
If confirmed lost, we will offer a replacement or refund after the designated waiting period.
7. Returns, Exchanges, and Refunds
For return, exchange, and refund details, please see our Delivery & Return section.
8. Privacy Policy
For information on data collection, storage, and use, please view our Privacy Policy.
9. User Account and Responsibilities
By creating an account, you agree to provide accurate information and keep it updated. You are responsible for maintaining account confidentiality and all activity under your account. Notify us at [email protected] if you suspect unauthorized access. We reserve the right to suspend or terminate accounts for misuse or policy violations.
10. Intellectual Property Rights
All content, including images, text, logos, and designs, is owned by BENU LLC unless otherwise noted. Certain Instagram Feed content may be shared with permission from collaborators.
Permitted Use
You may download and share our content for personal and commercial purposes if it remains unaltered and accurately attributed to BENU. Unauthorized modification or false attribution is prohibited.
Copyrights and Trademarks
BENU LLC holds registered trademarks and copyrights. Unauthorized use is prohibited.
Content Sharing and Linking
You’re welcome to link to our website or share our images on social media with appropriate credit. All shared content should remain unaltered and clearly credit BENU as the creator.
For questions about using our content, contact [email protected].
11. Limitation of Liability
BENU LLC is not liable for any direct, indirect, incidental, or consequential damages from using our products or website, including personal injury, data loss, profit loss, or business interruption.
We strive to ensure accuracy on our site but do not guarantee the completeness or reliability of any information. By using our site and products, you assume full responsibility for any consequences. Please contact our customer service team if you have issues, and we’ll be happy to assist.
12. Governing Law
These Terms and Conditions and any disputes are governed by the laws of Georgia. By using our site or purchasing from us, you agree to the exclusive jurisdiction of the courts of Georgia.
13. Changes to Terms
We may update these Terms and Conditions without prior notice. Changes take effect immediately upon posting to our website. Your continued use of our website or purchases after changes indicates your acceptance. Significant changes may be communicated on our website or via email.
14. Contact Information
For questions or assistance, contact us at [email protected]. For other ways to reach us, visit our Contact page.