Refund policy
Last updated 30 October 2026
If something is not right with your order, tell us within 30 days of delivery and we will take back anything unused.
The short version
- 30 days from the delivery date to tell us you want to return something.
- Pencils must be unused and in their original packaging, with the sharpener.
- Email service@kylentorvip.com with your order number and which items you are returning. We will reply with the correct return address — please do not send anything back before you have it.
- Return postage is yours unless the item is faulty, damaged on arrival or not what you ordered, in which case it is ours.
- Anything that arrives damaged is replaced or refunded, and you do not send it back.
Refunds
Once the return reaches us we inspect it and refund within 10 business days, to the original payment method. Your bank may take a few days more to show the credit. We email you when the refund is issued.
Any shipping charge paid on the original order is refunded only where the whole order was faulty, damaged or wrongly sent. Where you are returning part of an order, that charge is not refunded.
Pack returns carefully
Post the set in its original packaging inside a padded envelope or small box. A return travels at your risk until it reaches us, so we recommend a tracked service.
Faulty or damaged on arrival
Send a photograph of the item and its packing to service@kylentorvip.com within 14 days of delivery. We will replace it or refund it, whichever you prefer, and you will not need to post it back.
What counts as a fault
A pencil that arrives snapped or crushed, a missing pencil or sharpener, or a set that is not what you ordered is a fault, and we replace it or refund it.
Items we cannot take back
- Pencils that have been used or sharpened.
- Items returned without adequate packing.
- Anything returned more than 30 days after delivery without prior agreement.
Exchanges
We do not process direct exchanges. Return the item for a refund and place a new order.
Your statutory rights
If you are in the United Kingdom or the European Union you have a right to withdraw from the contract within 14 days of receiving the goods, without giving a reason. That right sits alongside the 30-day policy above, not instead of it, and nothing here limits your statutory rights.
Cancelling an order
If your order has not shipped, contact us with the order number and we will cancel and refund it in full. Once it is with the carrier we cannot recall it, but you can return it under this policy.
Contact
We reply to every email within 2 business days.
Email: service@kylentorvip.com
Phone: +1 (951) 631-8110
Hours: Monday to Friday, 9AM–6PM Pacific Time (PT)