Terms & Conditions

BigPen welcomes you as a customer. We welcome private customers as well as firms and business customers. Our terms of purchase can change over time so please read through them before you put your order. When you finalise your order you are also accepting our Terms & Conditions.

Prices are displayed in EUR, GBP, CHF, USD, CAD, AUD, NZD, JPY, PLN, CZK, HUF, NOK, DKK or SEK depending on the country you are shopping in. All prices include VAT for customers within the EU.

For customers from outside of the EU the VAT will be discounted, which is noticeable at the check out. The same applies for firms within the EU (excluding Sweden) that have a valid VAT number.

When completing your purchase you simply choose the preferred payment method in the check-out window.

We offer the following payment possibilities:

• VISA, Mastercard, and American Express
• Paypal (several cards and payment methods in 26 currencies in 203 countries)
• Swish (Sweden only)

When completing your order the total cost for goods and transport is clearly shown. At any time prior to the completion of your payment you can always cancel your order.

In connection with your order and the payment of it you always receive a confirmation of your order in your e-mail.

We use Nets as a payment method. All your details are handled securely in accordance with the requirements stipulated by Payment Card Industry Data Security Standard (PCIDSS). Nets is among the top payment processors in Europe. A trusted partner to more than 700,000 merchant outlets.

When importing goods from a country outside of the EU it is your responsibility as a customer to follow the rules and regulations that apply in your own country. Also, when applicable you must ensure the payment of any required fees or taxes.

For orders from outside of the EU, in accordance with international rules, there will be a tax clearance slip stuck onto the outside of the package.

The cost of the delivery is always clearly shown while you order and before you finalise the order and the payment.

Your order will be delivered by the Swedish Mail (Postnord) as a first class registered mail. An order that exceeds two kilos will be delivered by UPS or DB Schenker.

Normal delivery time within the EU is one week.

Outside of Europe
Normal delivery time to countries outside of Europe is 1-2 weeks. Delivery times outside of Europe vary a lot and we cannot guarantee that exceptions to this general rule may occur.

The producers' guarantees apply for any goods bought from us. Contact us if you have any problems with your goods and we will do all that is in our power to help you.

Pictures and Product Information
We do our best to supply the most reliable product information possible. The pictures and the descriptions of the goods are supplied by the producers of our products.

In most cases we have links to the producers' own home pages and product catalogues. Feel free to use these pages for extra and perhaps more detailed information.

We make reservations concerning our responsibility for any mistaken information on our website. Also, we cannot guarantee that all the pictures correctly reflect the real products.

Privacy Policy
As our customer you are agreeing to our saving your order in a digital format, which includes your name, e-mail address, postal address and telephone. We only use your personal data to fulfil our contractual obligations towards you.

We will also use your data for newsletters. You can easily end the subscription via a link that can be found in each newsletter.

We handle these personal details with the utmost confidentiality and we never share or sell this information to any third parties.

Return and Refund Policy
If you want to return any goods you have ordered you have the right to do so within fourteen days of the reception of the goods no matter what the reason for the return may be. This applies only if the goods are returned unused and undamaged and in a safe package. Reimbursement of the goods will be implemented when we have received the goods back in a to us acceptable condition.

Note that the right of return does not apply for any goods that are special orders of goods that we do not have in stock.

Please contact us before returning any goods. As a buyer you are responsible for the delivery costs and the safe delivery of the goods, which should be sent as a recommended letter to ensure a safe and monitored return. If the goods get lost underway then there can be no reimbursement of the costs.

Claim for Damages
If you want to report any damaged goods then contact us within fourteen days of the delivery (when you received the goods). We will do our best to help you with the problem. Faulty or damaged goods will be substituted, or, if this is not possible, then the whole cost will be repaid including costs for the return delivery. The new goods or the reimbursement will be implemented on the return of the faulty or damaged goods.