Refund policy

30 days to return unopened products. A 3-year warranty on the Dr. Pen A20 and Bio Pen T6, 2 years on every other device. Lifetime support on every device.

At a glance

Situation	Window	Condition	Who pays postage
Changed your mind	30 days from delivery	Unopened, factory seal intact	You (return postage)
Ordered the wrong product	30 days from delivery	Unopened, factory seal intact	You (original delivery and return postage)
Arrived faulty	30 days from delivery	Fault confirmed by our team	Us
Arrived damaged	48 hours from delivery	Photos of item and outer packaging	Us
We sent the wrong item	Any time	—	Us
Warranty — Dr. Pen A20 and Bio Pen T6	3 years from purchase	Defect in materials or workmanship	Us
Warranty — all other devices	2 years from purchase	Defect in materials or workmanship	Us

Nothing on this page affects your statutory rights.

Returns and refunds

Refunds are given only for unopened products with the factory seal intact. Opened products are never refunded. Our devices, cartridges and skincare are personal-use, skin-contact products, so once the factory seal is broken they cannot be resold. This rule has no exceptions. It does not affect faulty products, items damaged in transit or items we sent in error — those are covered below.

Changed your mind? Return the product within 30 days of delivery, unopened, with the factory seal intact and in its original packaging. Return postage is paid by you. There is no restocking fee.
Ordered the wrong product? The same rule applies. You pay all shipping costs, including the original delivery and the return.
Before you send anything, email support@drpenstore.com with your order number. We issue a return authorisation number and the return address the same working day.

What we cannot take back

Any product that has been opened, or whose factory seal is broken or missing.
Products returned without all original contents and packaging.
Items returned without a return authorisation number, or after the 30-day window has closed.
Returns based only on dissatisfaction with treatment results. Results vary from person to person and are not a product fault.

When you get your money

We inspect and process returns within 2 working days of them reaching us and refund to your original payment method. Your bank or card issuer usually takes a further 3–5 working days to show it.

Device warranty

3 years on the Dr. Pen A20 and Bio Pen T6

Every Dr. Pen A20 and Bio Pen T6 purchased from us carries a 3-year limited warranty from the date of purchase against defects in materials and workmanship.

2 years on every other device

All other devices we sell carry a 2-year limited warranty from the date of purchase against defects in materials and workmanship. Every device we ship is serial-checked and verified by our own team before it is sealed.

What the warranty covers

Any defect in materials or workmanship arising under normal use during the warranty period. We repair or replace the device, or the defective part, at no charge. If we cannot repair or replace it, we refund you.

What the warranty does not cover

Accidental damage: drops, crushing, liquid ingress, or damage caused after delivery.
Misuse, incorrect use or maintenance, tampering, or failure caused by a power surge or overcharging.
Cartridges, needle tips, cables and other consumable or wear parts.
Damage caused by non-genuine cartridges or by any charger or cable other than the one supplied.
Devices that have been opened, modified or repaired by anyone other than us or an authorised service partner.
Devices not purchased from drpenstore.com. We cannot warrant a device we did not verify.

How to make a warranty claim

Email support@drpenstore.com with your order number and a short description of the fault. A photo or a few seconds of video speeds things up.
We reply within one working day. Many issues turn out to be settings, cartridge seating or charging, and we can solve those without you posting anything.
If the device needs to come back, we send you a return authorisation number and cover the return postage.
We repair or replace it and send it back to you at our cost.

Faulty, damaged or wrong on arrival

Arrived faulty

Contact us within 30 days of delivery. Once our team confirms the fault, we replace the product or refund you in full, whichever you prefer.

Arrived damaged

Contact us within 48 hours of delivery with clear photos or video of the item and the outer packaging, and keep the packaging until the claim closes. Claims made after 48 hours or without evidence may not be eligible.

We sent the wrong item

Our mistake, our cost. We ship the correct item immediately and arrange free collection of the wrong one. You never pay return postage for our error.

Delivery problems — late, lost, or marked delivered but missing — are covered in our Shipping & Delivery policy.

Lifetime support

For as long as you own your device, our team helps with needle depth, cartridge choice, technique, aftercare and troubleshooting. It is unlimited, it does not expire when the warranty does, and it costs nothing.