Returns Policy

Return & Refund Policy — C-Pen Reader Pen 2™

1. Applicability


This Return & Refund Policy applies to new, unopened and defective units of C-Pen Reader Pen 2™ purchased from Pioneers Literacy Store. All returns must comply with the terms below.


2. Manufacturer Policy & Reseller Disclaimer


  • According to Scanning Pens / C-Pen, the right to return and get a product refunded depends on domestic regulation and/or the agreement between the buyer and the reseller. C-Pen+1
  • Therefore, the terms below are in addition to statutory rights under Australian Consumer Law (ACL).
  • You should check any warranty provided by Scanning Pens or the distributor, which may not necessarily guarantee a return for change-of-mind sales.


3. Australian Consumer Law Rights


Under the ACL, consumers are entitled to a remedy (repair, replacement or refund) if a product is faulty, not fit for purpose, or does not match the description. Change-of-mind returns are not required by law, but may be offered as a courtesy.


4. Return Window & Conditions


Change of Mind / Buyer’s Remorse


  • You may return the product within 14 calendar days from the date of delivery for a full refund or store credit, provided it is unopened, unused, and in resaleable condition (original packaging, all accessories included).
  • The buyer is responsible for return shipping costs unless otherwise agreed.

Defective or Incorrect Item


  • If the C-Pen Reader Pen 2™ is defective, damaged during transit, or differs from your order, you may request a return or replacement within 30 calendar days of delivery.
  • Pioneers Literacy Store will cover return shipping for verified faults or errors on our part.


5. How to Request a Return / Refund


  1. Contact us via email at finance@pioneerstutoring.com, with:
  • Order number
  • Buyer name & contact info
  • Date of purchase / delivery
  • Description of issue (or reason for return)
  • Clear photos (if applicable)

  2. We’ll review your request and, if approved, send return instructions, including the return address.

  3. The product must be returned securely in its original packaging (with all accessories, manuals, etc.).

  4. Once we receive and inspect the return, we will notify you of approval or rejection.



6. Refunds & Credits


  • Refunds (or credits) will be processed within 7–10 business days after approving the return and verifying condition or fault.
  • Refunds will be made to the original method of payment, unless otherwise arranged.
  • In the case of change-of-mind returns, we reserve the right to deduct a restocking fee of up to 10 % of the purchase price to cover handling, inspection, and restocking.



7. Exclusions & Non-Returnable Items


The following are not eligible for return or refund under this policy (unless faulty under ACL):


  • Items that have been opened, used, or damaged by the customer (beyond usual inspection).
  • Missing accessories, manuals, or other components.
  • Products returned after the allowed return window.
  • Consumables or items marked as “final sale,” where explicitly stated at the time of purchase.



8. Warranty


This return policy does not replace any warranty that may be offered by Scanning Pens / C-Pen or its distributors. If the manufacturer’s warranty extends beyond 30 days, replacement or repair under that warranty may be arranged directly (or via us).



9. Shipping & Risk During Return


  • The risk of loss or damage during return shipping lies with the buyer until we receive and acknowledge the item, unless the return is due to a verified fault or our error.
  • Use a trackable shipping method and keep proof of postage.



10. Dispute & Support


If your return request is denied, you may escalate the matter by contacting our support team or making use of consumer protection channels (e.g. your state’s consumer affairs office).