Return & Refund Policy
We are committed to providing high-quality products and reliable customer service.
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.
12-Month Warranty – We've Got You Covered
If there is any issue with the product you receive, please contact us at support@drpenstore.uk and we’ll work with you to resolve it promptly.
30-Day Return or Exchange
We accept returns or exchanges within 30 days of delivery.
To be eligible for a return or exchange, the item must be:
- Unused
- In its original condition
- Returned with its original packaging and accessories
If you are not fully satisfied with your purchase, please email us at support@drpenstore.uk within 30 days of delivery to request a return authorization.
Return Conditions
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Items must be unused and in the same condition that you received them.
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For returns not related to product quality, customers are responsible for the return shipping cost.
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If the return is due to our mistake (wrong or defective item), we will cover the return shipping cost.
Return Process
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Contact our support team at support@drpenstore.uk before sending any items back.
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Once your return is approved, we’ll provide the return instructions.
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After receiving your returned item, your refund will be processed within 2 business days.
When will I receive my refund?
Refunds will be processed within two business days after we receive your returned package. You will receive a confirmation email once the refund is completed. Refunds will be issued to the original payment method.
Return information:
Address:
E-mail: support@drpenstore.uk
*The freight expense will be paid by the customer if it is a non-product issue.
⦁ If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
⦁ If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
If you still have additional questions about returning the item, feel free to contact us at support@drpenstore.uk.