Terms & Conditions



  • We only buy direct from the manufacturers and therefore are authorised to pass on to you all manufacturer's guarantees and warranties
  • All transactions are covered by the Consumer Protection (Distance Selling) Regulations 2000
  • All transactions are covered by the Consumer Protection Act
  • All prices are in pounds sterling and include VAT


Refunds and Returns

  • Any faulty or misdescribed goods will be replaced in full - free of charge if returned to us within 28 days.
  • In addition we will refund any item returned to us, unused in original packaging, within 28 days of purchase.
  • Refunds for items which are not faulty or misdescribed will be minus post and packing charges as this is a direct cost. Please note: Refunds will not be issued for items that have been engraved.
  • Please email us at pens@theonlinepencompany.com prior to return so that we can deal with your items as efficiently and quickly as possible.
  • Returns must be sent by the same postage method as the original item.
  • Refunds will by the same method as the original payment.


Secure Payment Methods

  • All website payments are fully protected by secure servers
  • Security is provided by Protx payment systems
  • Your details will never be accessible to any other party
  • Your card details will not be kept on file and will only be used for payment for your order through fully secure servers
  • All financial information is fully encrypted
  • All major credit or debit cards, except Diners Club, are accepted
  • Paypal accepted - select the Paypal option at checkout
  • Cheques or Postal orders drawn on UK Banks in GBP Sterling acepted. Make payable to Pilotfish Trading Ltd. Cheques should be sent to the address on the Contact us page
  • Credit Card payments can be made by telephone to 01299 826744 during normal business hours



  • We process payments in Pounds Sterling (GBP), Euros (EUR) and United States Dollars (USD).
  • Your credit/debit card or PayPal account will be charged the amount shown in your chosen currency. Our default currency is Pounds Sterling (GBP).
  • Your card provider will convert the amount into your local currency. Any additional charges made by your card provider are your responsibility.


Data Protection

  • We will not distribute your personal details to any third party.
  • All your personal details will remain 100% confidential.
  • We conform to the requirements of the UK Data Protection Acts.