Refund & Returns Policy

We want you to feel confident when purchasing from Dr. Pen Official Shop. This policy explains how we handle eligible returns, refunds, replacements, and warranty-related requests.

This policy applies only to products purchased directly from drpenofficialshop.com.

Please contact our support team and receive approval before sending any product back.

Change-of-Mind Returns

If you change your mind about your purchase, you may request a return within 30 days of delivery.

To qualify for a change-of-mind return, the product must be:

  • Unused and unopened;
  • In its original packaging;
  • Complete with all accessories and documentation;
  • In resalable condition.

Products purchased from another seller, marketplace, or unauthorized sales channel must be returned to the original seller.

Damaged, Incorrect, or Incomplete Orders

If your order arrives damaged, incorrect, or incomplete, please contact us as soon as possible after delivery.

To help us review the issue, please provide:

  • Your order number;
  • A description of the problem;
  • Photos of the shipping package;
  • Photos or video of the product;
  • A photo of the shipping label, if applicable.

After reviewing the information, our support team will advise whether a replacement, refund, or another solution is available.

Items That Cannot Be Returned

For hygiene and safety reasons, opened or used cartridge products cannot be returned.

A return may also be refused if:

  • The product has been used or altered;
  • Original packaging or accessories are missing;
  • The product has been damaged through misuse;
  • The product has been repaired or modified without authorization;
  • The return was sent without prior approval;
  • The product was not purchased directly from our store.

How to Request a Return

1. Contact Our Support Team

Email us at info@drpenofficialshop.com and include your order number and the reason for your request.

2. Provide Supporting Information

If the product is damaged, defective, incomplete, or incorrect, please provide clear photos or video showing the issue.

3. Wait for Return Approval

Do not send the product back until our support team confirms that the return has been approved.

4. Follow the Return Instructions

If your request is approved, we will provide the return address and shipping instructions.

Please do not send a package to an address found on a previous order, search engine, or third-party website.

5. Product Inspection

After the returned product is received, it will be inspected to confirm that it meets the applicable return conditions.

Refunds

Approved refunds will be issued to the original payment method after the returned product has been received and inspected.

Depending on your payment provider or bank, additional processing time may be required before the refund appears in your account.

A refund may be adjusted or refused if:

  • Items or accessories are missing;
  • The product is returned damaged;
  • The product does not meet the return conditions;
  • The product was used or altered;
  • Return shipping was arranged without prior approval.

Return Shipping

For change-of-mind returns, the customer is generally responsible for the return shipping cost.

For products that arrive damaged, defective, incorrect, or incomplete, please contact us before returning the product. We will review the circumstances and provide further instructions.

We are not responsible for products returned without approval or sent to an incorrect address.

Warranty Requests

Manufacturing defects and warranty-related requests are handled according to our Warranty Policy.

Warranty coverage does not normally include damage caused by:

  • Accidental drops or impact;
  • Liquid, serum, or moisture exposure;
  • Improper use or handling;
  • Unauthorized repairs or modifications;
  • Incompatible chargers, adapters, or accessories;
  • Normal wear of consumable parts.

Please contact us before sending a product back for warranty review.

Frequently Asked Questions

How long do I have to request a return?

Eligible change-of-mind returns must be requested within 30 days of delivery.

Can I return an opened device?

An opened device may not qualify for a change-of-mind return. Please contact our support team before sending it back so we can review your situation.

Can I return opened or used cartridges?

No. Opened or used cartridges cannot be returned for hygiene and safety reasons.

What should I do if my order arrives damaged?

Contact us as soon as possible and provide photos of the shipping package, shipping label, and product.

Can I send a return without approval?

No. You must receive return approval and instructions from our support team before shipping any product back.

Where should I send my return?

Do not send a return until our support team provides the correct return address and shipping instructions.

Contact Us

For questions about returns, refunds, replacements, or warranty assistance, please contact:

Email: info@drpenofficialshop.com

Please include your order number in every message so that we can review your request more efficiently.