Refund & Returns
We will gladly accept your return within 30 days of order ship date for a refund. If the item you wish to return does not comply with this requirement, then the request will not be processed.
Simply contact our Customer Care Team to request the Return Authorization Form, the form MUST be included in the package with the returned item(s). You will have to pay shipping one way. We ask that you allow ten to fourteen (10-14) business days for all returns to be processed once they have been received on our end. If you need to review your return or have any specific questions please Contact Us.
Our Customer Service Team will then ask few mandatory questions regarding your return in order to for us to avoid people taking advantage of our system.
- 1. Return item(s) within 30 days of the delivery date.
- 2. Must include Return Authorization Form, original packaging and unused.
- 3. You are responsible for costs associated with returning the item(s) to us. We cannot be responsible for packages mailed to us, we suggest that you use trackable mail service.
- 4. Please allow up to 10 days from the time we receive your order for the return or exchange to be processed. An email will be sent to you once the return or exchange has been processed.
- 5. We may refuse or delay returns if fraud or abuse is suspected.
- 6. Refunds: Once we have received the returned item(s) and confirmed that they meet conditions 1-2 mentioned above, we will initiate a refund for the purchase price using the original payment method. Please note that shipping and handling charges are non-refundable in this process.
- 7. Refunds are available if the order is missing or lost in transit for more than 90 working days.
- 8. Dr. Pen UK is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. However, we will review on a case by case basis, at our sole discretion. Please contact our Customer Service Team for assistance.
Order cancellation: If you’re cancelling your order within 1 hour of placing it, you’ll receive a 100% refund. If it’s more than 1 hour, your package will have been processed and it is impossible for us to make a refund. You'll receive a notification once the refund is processed, it should be reflected in your original payment method within the following 3-5 business days.
Damaged & Incorrect item(s): If you receive a damaged, defective or incorrect item(s), contact our Customer Service Team within 30 days of delivery via: Web Chat or email at: firstname.lastname@example.org We'll need your order number and pictures/video of the item(s). Also, we may request that you send the damaged/defective or incorrect item(s) back to us. Kindly be advised that in the event that the item(s) is confirmed to be faulty, a replacement will be provided instead of issuing a refund.
Lost shipments: If at least 2 days have passed since the expected delivery date, please get in touch with our customer service via email at email@example.com and allow us at least 5 days to investigate the item(s) whereabouts with the courier service. If we cannot track your shipment after the 5 day investigation, the shipment will be declared lost and you will be entitled to a full refund or we will send a replacement if you choose so.
Refund process: The refund will be initiated once your product is received back in our warehouse and inspected by our team. Once approved, the refund take 5-10 business days to process. Refunds will be made in the original method of payment.
Warranty: All products are legally guaranteed for lifetime against manufacturing defects and any other default while properly used. Any misuse resulting in breakage or other default shall not be covered. If you detect any defect on your product, please contact us at firstname.lastname@example.org, so we can organise the return of the defective product for repair or replace the item if it cannot be repaired.