Refund Policy
Welcome to Dr. Pen Experts and thanks for your interest in our products and services. If for any reason you find you are not happy with your purchase, we offer a 90-day money-back guarantee from the time you receive your goods.
Dr. Pen will happily accept returns due to change of mind as long as a request to return is received by us within 90 days of receipt of item and are returned to us in original packaging, unused and in resell-able condition.
Prepaid Return Labels:
Return shipping will be paid at the customers expense and will be required to arrange their own shipping.
With limited exceptions, we DO NOT provide prepaid return labels; you are responsible for covering shipping costs to return.
Once returns are received and accepted, refunds will be processed to the original payment method or store credit for a future purchase. We will notify you once this has been completed through email.
If you are exchanging your items, please make sure to send back any items you’re returning within 90 days to avoid being charged. Your exchange order will be processed within 1-2 weeks.
To start a return, you can contact us at support@drpenexperts.com. Once returns are received and accepted, refunds will be processed to the original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. We will notify you once this has been completed through email.
If a return is approved but does not fall under the return policy terms (has been used/ opened/unsealed) a 20% restocking fee will be applied. In order to request a return or replacement, a photo or video must be submitted showing the product you wish to return or the issue you are experiencing with your product.
Warranty Returns
Dr. Pen will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.
Upon return receipt of items for warranty claim, you can expect Dr. Pen to process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a replacement item sent to you (if stock is available)
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@drpenexperts.com
If a return is approved but does not fall under the return policy terms (has been used/ opened/unsealed) a 20% restocking fee will be applied. In order to request a return or replacement, a photo or video must be submitted showing the product you wish to return or the issue you are experiencing with your product.
You can always contact us for any return question at support@drpenexperts.com
How Long Is the Warranty?
In addition to our 90-day money-back guarantee, Dr. Pen offers a one-year warranty period from the date your product is purchased.
What Does This Limited Warranty Cover?
This Limited Warranty covers any defects in material or workmanship under normal use during the warranty period. During the warranty period, Dr. Pen will repair or replace, at no charge, products or parts of a product that prove defective because of improper material or workmanship, under normal use and maintenance.
What Does This Limited Warranty Not Cover?
This Limited Warranty does not cover any problem caused by conditions, malfunctions or damage that have not resulted from defects in material or workmanship. This includes if any damage has been incurred after delivery, any attempts made to alter the product or if it has been dropped or broken.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on final sale items or gift cards.
Exchanges
Return or exchange any unused or defective merchandise by mail. Returns made within 90 days of the order delivery date will be issued refund to the original form of payment. A 20% restocking fee will be deducted from your refund for most mailed returns. Some items are final sale and cannot be returned or exchanged.
If you are exchanging your items, please make sure to send back any items you’re returning within 90 days to avoid being charged. Your exchange order will be processed within 1-2 weeks.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@drpenexperts.com.