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Refund policy
At Dr.pen Official Store, ensuring your complete satisfaction and visible skin improvement is our top priority. To provide you with the best shopping experience, our policy is structured into three comprehensive guarantees:
1. Standard 30-Day Return Policy (Unopened Items)
For general returns or a "change of mind," we offer a 30-day return window. Due to the nature of our products as personal medical-grade tools, and for strict hygiene reasons, items returned under this specific clause must be completely UNOPENED, UNUSED, and in their original packaging with all factory seals intact. We firmly cannot accept standard returns on any items where the protective seal has been broken.
2. Dr.pen’s 90-Day Money-Back Guarantee (Results Guarantee)
We confidently stand behind the effectiveness of our microneedling devices. If you do not see visible improvements in your skin within 90 days of your purchase from our official website, you are eligible to return the device for a refund.
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Usage Requirement: Because true collagen production and skin cellular turnover take time, we require you to use the product consistently for at least 6 weeks (following the recommended treatment protocols) before initiating a return for ineffectiveness. Most users notice significant improvements after 2-3 months of consistent use.
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Consumables Exception: Please note that while the main Dr.pen device is eligible for this guarantee, any opened or used replacement needle cartridges and skincare serums are strictly non-refundable due to cross-infection safety protocols. The retail value of any used consumables will be deducted from your total refund.
3. 1-Year Quality Guarantee & Free Replacement
We stand proudly behind the durability and quality of Dr.pen devices. If your device experiences a functional failure or manufacturing defect within 1 year (365 days) of the delivery date, we will provide a completely free replacement of the main device.
Requirements for Return & Pre-Approval
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Order Cancellation: You can contact us to cancel your order within 1 business day of placing it. If the order has already been processed and shipped, it cannot be canceled and must be treated as a standard return.
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Return Deadline: The return must be officially requested within 30 days (for Unopened Items) or 90 days from the date of purchase (for the Results Guarantee).
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Pre-Approval: All returns require prior approval. Items sent back to us without first requesting a return at support@drpenofficial.com will not be accepted.
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Condition: Devices returned must include all original packaging, cables, and accessories.
Exceptions & Non-Acceptable Return Conditions
Returns will not be accepted, and the warranty/guarantee is voided, under the following conditions:
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Unauthorized Channels: Any product not purchased directly from the Dr.pen Official Store.
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Physical Damage: Damage caused by accidental drops, impacts, or severe mishandling.
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Liquid Damage: Device failure due to water, serum, or liquid submersion (our devices are not fully waterproof and must not be washed directly under running water).
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Improper Power Supply: Electrical damage caused by using third-party, incompatible, or fast-charging adapters.
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Missing Parts: Any product missing original accessories or with damaged packaging.
100% Full Refund Criteria
You are eligible for a 100% full refund (with no deductions) if:
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Products are faulty or damaged upon arrival.
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Products arrive in the incorrect model.
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Orders are successfully canceled prior to shipment.
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Completely unopened and unused orders are returned within 30 days.
Imposed Fees for Returns
Dr.pen does not charge any restocking fees. However, the shipping costs for returning items must be covered by the customer for non-quality related returns (including the 90-Day Results Guarantee and Change of Mind). For defective items upon arrival or under the 1-Year Quality Guarantee, we will provide further instructions which may include a prepaid return shipping label.
| Return Reason | Restocking Fee | Return Shipping Cost |
|---|---|---|
| Non-Quality Issues (Change of mind, 90-Day Results Guarantee) | $0 | Responsible by Customer |
| Quality Issues (Defective upon arrival, 1-Year Warranty) | $0 |
Covered by Dr.pen (Prepaid label provided) |
The Return Process
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Contact Us: Email us at support@drpenofficial.com with your order number, proof of purchase, and reason for return (include a photo/video if it's a quality issue) to seek approval.
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Shipping Instructions: Upon approval, we will provide the necessary shipping information.
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Send the Package: Safely pack and return the item to our US facility: 18551 Arenth Ave, Dock 36 City Of Industry, CA 91748 United States
Tel: 626-701-7713 -
Notification of Receipt: We will inspect and process the return within 1-3 business days upon receipt at our warehouse.
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Refund / Replacement Issuance: Approved refunds will be automatically issued to your original payment method within 10 business days. For quality replacements, a new tracking number will be provided within 3-5 business days.
