Delivery Policy

Penfriend products are usually sold on physical media, e.g. a CD-ROM which is sent by post. The standard delivery charge in the UK for simple orders is £4 + VAT.

International orders for physical delivery will incur delivery charges at cost, plus a small additional handling fee. This does not include import duties or additional import / export procedures. Please advise us if additional steps are required for your purchase. This will be charged at cost.

Penfriend Ltd generally aims to despatch orders placed within one working day after receipt, but from time to time extends this, for example due to shortage of stock, in which case customers will have the opportunity to cancel their order.

Physically and commercially small orders are usually delivered by Royal Mail First Class post, for the fee explained on the sales page.

Larger orders are delivered by a private courier, for a fee notified to the buyer.

In some cases, Penfriend Ltd may offer electronic delivery, in which case the postage and packing charge will be free.

Delivery of an item to a buyer is recognised when the earlier of the following events occurs:

Government and large business customers may agree terms for payment after delivery. Failure to pay within 30 days of invoice may incur additional charges and suspension of credit. Individual and small business customers must pay with their order.

Return and Cancellation Policy

Penfriend Ltd accepts cancellations of orders placed, if received by Penfriend Ltd before any action has been taken to fulfil the order.

Penfriend Ltd accepts returns of software despatched if returned unopened in as-new condition, including that any activation features included within it have not been used (i.e. that the software has not been installed or activated). Returns are subject to a restocking fee of £10 plus the postage paid by Penfriend Ltd to deliver the item, and the item must be returned to Penfriend Ltd at the buyer's own expense.

Items found to be significantly defective within 30 calendar days of purchase, i.e. to fail to work in a major advertised way, may be refunded by Penfriend Ltd subject to receipt by the company of a clear and reproducible description of the defect, and agreement by the company that it is significant and major. Such a defect must be demonstrated to be in the product itself, and not in any other product from a different seller (such as another software application).

No refunds are given for items found to be unsatisfactory or not as expected during use, without being demonstrably defective.

In the event of receiving damaged discs for your order, we will provide access to a replacement copy of the program. With Penfriend Portables we will repair or replace faulty copies if they are returned to Penfriend within the warranty period. We cannot cover loss or breakage of USB sticks.

VAT Exemption

We are registered for VAT, number GB 703789908. Most customers, including British businesses, must pay Value Added Tax (VAT) on orders. You may be entitled to reclaim this as part of your own VAT registration in the normal way, if you are a business. Disabled customers are entitled to buy most of Penfriend Ltd's products without paying VAT because they are designed specifically for disabled people. We offer reduced prices for those who use penfriend at school or at work, and also wish to use it at home. Please send us your school's or work's install code with your order. You can claim VAT zero-rating for your disability provided that:

You can place your order by post including the form and do not add the 20% VAT to the price you pay for the product or postage. Alternatively, you may submit the form by fax or other authentic electronic means, eg email to Purchases from Penfriend Ltd are subject to our conditions and Returns and Cancellations Policies.

International customers outside Europe are also entitled to purchase without paying British tax (we cannot comment on the import terms in your own country). European customers must pay British VAT, unless special arrangements have been made between Penfriend Ltd and a business in another European country.

Tax and Shipping

The prices listed here exclude VAT and carriage. Our VAT number is GB 703789908. VAT is charged at 20% of the total including carriage unless you are eligible for VAT exemption. Delivery is charged at £4 per order for normal customers in Britain, or at cost for overseas and bulk orders.


Sales by Penfriend Ltd are governed by our Returns, Cancellation and Delivery Policies.

Please ensure the product you buy is compatible with the Operating System on your computer. The OS normally displays its name in big letters when you switch on the computer. You should not confuse, for example, Windows XP with Office XP. Please quote our stock codes when ordering.

Site Licences

We charge a basic price for a single installation of each program, and then a rate for each additional machine on the same site. The number of people using each installation is not limited. Home User prices are available to people who already use Penfriend products at school or at work. Please provide the serial number of the existing copy.

We accept official orders from Schools, Further Education Colleges, Universities and Government departments. Please send Official Order as attachment (eg PDF) to

Site Licences for Penfriend XP are priced at £200.00 for Primary Schools and £300.00 for Secondary Schools. Schools with Site Licences can allow pupils to have a copy of the programme for use at home. Further Education Colleges and Universities, please phone or email for site licence prices.

Upgrades. If you already have Penfriend products you can upgrade to version 5 at a 40% discount of the current Penfriend XL or XP prices. Upgrades can be any version so if you have Penfriend XP you can upgrade to Penfriend XL or any of our other versions such as Penfriend XLFR. You can also upgrade from a few licences to a site licence.

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