ElitePens Service Terms and Legal Framework
These terms and conditions govern your use of ElitePens services, define your rights and responsibilities, and establish the legal framework for our business relationship.
Last Updated: October 2, 2025
How ElitePens orders & bookings work
Consumer Protection Act Compliance
We adhere to the Consumer Protection Act, 2019, providing comprehensive protection for customer rights, fair pricing, and transparent business practices. All products are covered by our warranty policies and return guarantees as mandated by law.
E-Commerce Regulations
Our online operations comply with the Information Technology Act, 2000, and related e-commerce guidelines. We maintain proper business registration, display all required information, and follow prescribed dispute resolution procedures.
Tax and Regulatory Compliance
All transactions are processed with proper GST compliance, tax invoicing, and regulatory reporting. We maintain complete financial records and cooperate with tax authorities as required by Indian law.
International Trade Standards
For international customers, we comply with relevant export regulations, customs requirements, and international trade standards. All shipments include proper documentation and meet destination country requirements.
Payments, refunds & delivery
Account Information Accuracy
Customers must provide accurate and complete information when creating accounts, placing orders, or requesting services. False information may result in order cancellation or account suspension. You are responsible for maintaining current contact details.
Payment and Financial Obligations
All payments must be made through authorized channels using valid payment methods. Customers are responsible for ensuring sufficient funds and proper authorization for transactions. Unauthorized payment disputes may result in service suspension.
Product Care and Usage
Customers are responsible for proper care and maintenance of purchased pens according to provided instructions. Misuse, damage, or unauthorized modifications may void warranty coverage. We provide care guidelines and maintenance support.
Intellectual Property Respect
Customers must respect ElitePens intellectual property rights, including designs, trademarks, and proprietary information. Unauthorized reproduction, distribution, or commercial use of our designs is strictly prohibited and may result in legal action.
Disputes & governing law
Dispute Resolution Process
Disputes are resolved through a structured process: first through direct customer service, then through mediation if necessary, and finally through arbitration or court proceedings. We encourage amicable resolution and provide dedicated dispute resolution support.
Governing Law and Jurisdiction
These terms are governed by Indian law, specifically the laws of Maharashtra. Any legal proceedings will be conducted in Mumbai courts. International customers may be subject to additional jurisdiction requirements based on their location.
Limitation of Liability
ElitePens liability is limited to the purchase price of products and services. We are not liable for indirect damages, lost profits, or consequential losses. Our liability is capped at the total amount paid by the customer for the specific transaction in dispute.
Force Majeure Provisions
We are not liable for delays or failures due to circumstances beyond our control, including natural disasters, government actions, or supply chain disruptions. We will make reasonable efforts to minimize impact and provide alternative solutions when possible.
Contact information
Legal Department Contact
For legal matters, terms clarification, or dispute resolution, contact our legal department at legal@elitepens.in. We respond to legal inquiries within 48 hours and provide comprehensive assistance for complex matters.
Customer Service Legal Support
Our customer service team can address most legal questions and provide initial guidance. For complex legal matters, they will escalate to our legal department for specialized assistance and detailed responses.
Registered Office Address
ElitePens Legal Department
90, 15th Rd, Bandra West
Mumbai, Maharashtra
400050, India
Phone: +91 99091 21744
Email: contact@elitepens.com
Business Hours and Response Times
Legal inquiries are processed during business hours (Monday-Friday, 9AM-6PM IST). Urgent matters receive priority attention. Standard response time is 48 hours, with complex matters requiring up to 7 business days for comprehensive review.
Warranties, repairs & limitations
Comprehensive Warranty Coverage
All ElitePens products come with a comprehensive 2-year warranty covering manufacturing defects and material flaws. Our warranty covers the pen body, nib, mechanism, and all internal components, ensuring your investment is protected.
Quality Assurance Process
Every pen undergoes rigorous quality testing before leaving our Mumbai workshop. Our quality assurance team inspects each pen for writing performance, finish quality, and mechanical reliability, ensuring only perfect instruments reach our customers.
Warranty Exclusions
Warranty coverage does not include damage from misuse, accidents, unauthorized modifications, or normal wear and tear. Custom engraving and personalization work is covered under separate terms, with specific care instructions provided.
Repair and Replacement Services
For warranty claims, we offer free repair services at our Mumbai workshop or replacement of defective products. International customers can return products to our authorized service centers, with ElitePens covering reasonable shipping costs for warranty repairs.
Intellectual property & usage rights
ElitePens Design Rights
All ElitePens designs, including pen shapes, patterns, and distinctive features, are protected by intellectual property laws. Our unique designs are registered trademarks and copyrights, ensuring exclusive rights to our creative work.
Customer Usage Rights
When you purchase an ElitePens product, you receive the right to use it for personal or business purposes. However, you may not reproduce, distribute, or create derivative works based on our designs without explicit written permission.
Corporate Branding Guidelines
For corporate customers using our pens for branding purposes, we provide specific guidelines for logo placement and usage. Corporate branding must not interfere with our design integrity or create confusion about product origin.
Enforcement and Protection
We actively monitor for unauthorized use of our designs and take appropriate legal action to protect our intellectual property. Customers found violating our IP rights may face legal consequences and termination of business relationships.
Terms and Legal Support
Our legal team is committed to providing clear guidance on terms and conditions, ensuring you understand your rights and obligations when using ElitePens services.