Gravitas - Dinkey Ultem

How much is my shipping?

We ship all of our packages through DHL, all with a variable DHL rate shipping. Simply add the items you want into your cart to view the cost, which vary based on your location. All of our shipping methods include tracking. The shipping price is calculated when you place the order, depending on the adress and the weight of your products.

For packages in Romania we use the local DPD services, for a standard price of 3 euro/package for orders under 51 EUR.

When will my order ship?

We process orders and ship five days a week, Monday through Friday. Sometimes our mail pickup comes in early afternoon, so tracking for orders shipped later that day may not update until the following business day.

You will receive a shipment confirmation with tracking information and estimated delivery time via email when your order has been picked up by DHL. You can also sign in and click the My Account link at the top of our site to track the status of your order.

When will my order arrive?

For each order, there is an estimated time of delivery calculated by DHL. It apperas after you introduce your shipping address.

DHL Express International: Usually takes 3-5 business days to arrive - delays caused by the customs at import process are not taken in account.

DPD (Romania): Usually takes 2-3 business days to arrive.

Oops, I gave you an incorrect shipping address!

Please email us at site.gravitaspens@gmail.com immediately if you realize that you gave us the wrong shipping address — if it hasn't shipped yet, we should be able to correct it before it goes out the door, once its been picked up by DHL we cant intervene in making changes to the delivery recipient/address - you must contact the DHL office in your country and relay the situation.

If we ship your order and ends up being returned to us due to reasons outside of Gravitas (not providing info on customs/import process - not accepting delivery) , you are responsible for covering any cost for shipping services that ay be imputed to Pen Venture. If you decide to cancel your order, we'll refund you for the products less the original shipping charges. We'll reach out to you to coordinate your options before re-shipping (if applicable).

If your order ships to the address introduced in the shipping destination at checkout by you and that destination is incorrect or the contact details are wrong - making the parcel not retrievable after delivery, unfortunately we are not responsible and cannot offer reimbursement regardless of the value.

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. If 15 days have gone by since your order was delivered, unfortunately we can’t offer you a refund or exchange

To be eligible for a return, your item must be in the same condition* that you received it, unworn or unused, with tags (if they come with tags), and in its original packaging (if it comes in a gravitas packing option). You’ll also need the receipt or proof of purchase. 

*Goods that have defects of manufacturing nature / defects that can occur in the shipping process / other factors that make the item not comply with - must be documented as the parcel was opened and the item inspected, a case will be open in between all participating parties (Client-Shipper-Retailer) in order to asses the process that caused the defect-damage. We are not responsible for damages declared later than the delivery time if a case in not opened immediately after the parcel was delivered.

Several types of goods are exempt from being returned, goods such as : personalised goods/items, used notebooks, fountain pen inks (open packaging/used) and any fountain pen that was requested to be customised (nib smoothing/nib swapping/nib adjustments) prior of purchase by the customer and also fountain pens customised (alteration of shape/form/function,nib smoothing/nib swapping/nib adjustments) by the customer after receiving them, cannot be returned.

To start a return process, first contact us at site.gravitaspens@gmail.com. You will be responsible for covering return shipping costs. In case that the product(s) we shipped is (are) different from what you ordered or we made other errors concerning your order, additional cost in shipping - will be covered by us - Gravitas.

Details and steps for the return procedure are to be addressed via email, we at Gravitas we can't process any returns that are not shipped via DHL (our only authorised shipping services provider) - we will send pick up requests using DHL shipping services using our own account, the cost being later deducted from the customer refund.

You can always contact us for any return question at site.gravitaspens@gmail.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed and once we determine the agreed amount that is to be refunded a credit will automatically be applied to your credit card or original method of payment, within 30 days from us receiving the returned item.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at site.gravitaspens@gmail.com.

Exchanges (if applicable) 
We only replace items if they are defective or damaged and within our available stock. 
(We can't exchange items from limited editions if they are sold out on our website and we will offer a in store credit that you can use to exchange your item). If you need to exchange it for the same item, send us an email at site.gravitaspens@gmail.com.

"European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase."

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at site.gravitaspens@gmail.com.

Gravitas Venture Group (referred to herein as Gravitas) warrants to the original end user purchaser that its Gravitas pen purchased (“Product(s)”) will be free from defects in materials and workmanship for one year from the date of purchase or delivery (whichever occurs later).

Because Gravitas cannot control the quality of Products sold by unauthorized sellers, including unauthorized online marketplace sellers, this warranty applies only to Products that were purchased from Gravitas or a Gravitas authorized seller, unless otherwise prohibited by law. Gravitas reserves the right to reject warranty claims for Products purchased from unauthorized sellers (including unauthorized online marketplace sellers).



This warranty does not cover routine maintenance or damage resulting from the failure to maintain the product in accordance with instructions provided* by Gravitas (*in product description and/or in product box and/or stated elswhere). This warranty also does not cover ordinary wear and tear arising from use of the product, damage that may arise from accidental or intentional misuse or abuse, alteration, or customization. This warranty also does not cover damage that is caused by the use of improper inks/refills.



What is covered by this warranty?

Our warranty provides that Gravitas pens purchased are free from material and workmanship defects for the warranty durations set forth in the warranty statement.



What is not covered by this warranty?

Normal wear and tear: Any indications of regular wear resulting from standard usage over time. 

Accidental damage: Incidental occurrences and accidental damage. 

Customisation/Personalisation/Modification: Damage resulting from customising the product.

Instalment of different parts other than Gravitas: Damage resulting from using/installing other than original parts.

Misuse or abuse: Damage resulting from using the product in a way that is not intended. 

Warranty Claim Process and Warranty Remedies:

Contact Us: If you believe your product has a defect, reach out to us. You can email us at site.gravitaspens@gmail.com or call our office / Mon–Fri, 10:00 AM–5:00 PM EST. 

Describe the Issue: When you get in touch, describe the problem you’re facing with your product. Be as detailed as possible about the alleged defect. 

Proof of Purchase: We’llask you to provide proof of purchase and delivery.This helps us verify when and where you bought the product and when you received it. You can send this on email.

Product Photos: You’ll also need to upload or send us photos of your product. These images help us understand the issue better. You can send these photos on email.

Troubleshooting: Once we have gathered all the necessary details regarding your inquiry or the issue you are experiencing, our representative will guide you through a series of steps to help address the problem and work to ensure that your product functions properly. If the troubleshooting steps do not resolve the issue, you can proceed to making a warranty claim. 

Repair or Return: Depending on the situation, we might ask you to mail your product to us for repair. If so, our team will provide you with a prepaid shipping label to print at home and arrange the pick up via email at best suited time or drop your parcel at a DHL office. Return your product to Gravitas using the shipping label provided.

ShippingTips: Please do not return your product inked - pack it securely in the bubble wrap. Please note, that in the case of a leaking refill, the original refill/converter must be returned within the pen. If the original refill/converter is not provided, a quotation will be issued for the repair.

Claim Acceptance, Repair Assessment, and Quotation: You will be informed by email once your product is received in our repair center. We usually need 5 business days to assess the received product. After the assessment, one of the following will occur:

a)  If the warranty claim is accepted and we can repair your product, we will repair your product. In this case, your product will be repaired free of charge and we will ship it back to you free of charge to the address provided. 

b)  If the warranty claim is accepted but we cannot repair your product, we will replace your original product free of charge by an equivalent writing instrument (with your acceptance of the equivalent replacement product) and ship the replacement product back to you to the address provided. In this case, your original product will be retained by the repair center. 

c)  If the warranty claim in not accepted but we can repair your product, you will receive a repair quotation by email, and you will have two options:

You can accept the repair quotation and then pay the repair fees. Once the payment is accepted, we will proceed with the repair and your repaired product will be returned to you to the address provided. In case of spare part exchange, we will return the original spare part back to you with the repaired writing instrument. 

You can reject the repair quotation. In the case of a rejected quotation, your writing instrument will be shipped back to you free of charge to the address provided.

d)  If the warranty claim is not accepted and we can’t repair your product, you will receive a discount* code to purchase a new writing instrument. (*the discount code will not be of the same value as the product sent in) Thank you for choosing our products!

Disclaimers:

Any Gravitas products that are used in other purposes than intended, resulting in damages or related problems, will void the Gravitas warranty.

Any customisations/modification and/or changes of specific parts from other brands other than Gravitas to Gravitas products will void the Gravitas product warranty.

Gravitas writing instruments can feature visual aspects like circular marks and/or vertical lines that are the result of machining process and they dont consist as a manufacturing defect and they are not warranty covered defects.

Gravitas metal writing instruments can be shipped with the natural patina of certain metals and this does not consist the base for a warranty claim since its the nature of the material used in the making of the writing instrument.

Any warranty claims for visual aspects that are not visible with the naked eye cant be the base of a warranty claim.

Any warranty claims for function aspects that cant be proven/showcased in a test with visual proof (picture/video/in person testing) will not be covered by the Gravitas product warranty.

Gravitas is reserving its right to respond for each warranty case/customer particular without a precedent