Return & Refund Policy
We are a customer-driven company, and we strive to provide the best products and services for you.
100% Authenticity Guarantee
We value your trust. Every Dr. Pen device we sell is guaranteed to be 100% authentic.
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Verification: All main units come with a unique anti-counterfeit verification code on the packaging. You can scratch off the coating and verify the authenticity on the official website.
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Promise: We offer a Full Money-Back Guarantee. If your device is found to be non-authentic, we will issue a full refund.
6 months warranty – we’ve got you covered
We’ve got you covered. We provide a 6-month warranty on our devices to ensure you have the best experience.
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Coverage: This warranty covers any manufacturing defects or functional issues under normal use.
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Process: If you encounter any technical problems, please contact us at support@drpen.us with a video or photos showing the issue. We will do our best to fix it, replace it, or reach your satisfaction.
30-Day Return & Exchange
We offer a 30-day window for returns or exchanges on all unused items.
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Eligibility: To be eligible for a return, your item must be in the same condition that you received it: unused, unwashed, and in its original packaging with all seals intact.
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Hygiene Notice: Due to hygiene and safety reasons, we cannot accept returns for any opened cartridges or devices that show signs of use.
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Non-Quality Issues: If the return is due to personal reasons (e.g., you changed your mind or chose the wrong style), you will be responsible for the return shipping costs. The specific fee will be determined by the courier company you choose. We do not charge a restocking fee.
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Damaged or Incorrect Items:
If the goods you received are damaged or incorrect due to our error:
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Please take pictures/videos and send them to us immediately.
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We will bear all shipping costs for the return or replacement. You will not be required to pay any fees in this case.
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Order Cancellation
We process orders quickly to ensure timely delivery. Orders can only be cancelled or modified before they are processed and dispatched. Once an order has entered the shipping process or has been handed over to the carrier, it cannot be cancelled.
If you need cancel the order after the order has been shipped, you must wait for the package to be delivered and then follow our standard 30-Day Return process above.
How to Start a Return
Please contact us before returning any items. We do not accept returns without prior confirmation.
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Email Us: Send your request to support@drpen.us with your order number and clear evidence (photos/videos) of the issue.
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Get Instructions: Our team will review your request and provide the correct return address and instructions.
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Ship the Item: We recommend using a trackable shipping service.
When will I receive my refund?
Once your return is received and inspected, we will process your refund:
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Timeline: We will process your refund within 2 business days after receiving your package.
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Confirmation: You will receive a confirmation email once the refund is issued.
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Credit: The refund will be automatically applied to your original method of payment. Please note that it may take 5-10 business days for your bank or credit card company to post the refund to your account.
Return information:
Address:
Contact Us
If you have any additional questions regarding our policy, feel free to reach out:
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Email: support@drpen.us
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Response Time: We typically respond within 24 hours on business days.