Warranty & Technical Support
Warranty and technical support summary
Use this page for DrPenX main-device warranty questions, technical troubleshooting, charging or motor issues, and replacement-support requests.
When contacting support, include your order number, device model, the email used at checkout, and clear photo or video evidence of the issue. Contact: [email protected].
1-Year Limited Warranty
All main devices purchased from DrPenX come with a 1-year limited warranty covering defects in materials and workmanship under normal use from the date of delivery.
What is covered?
- Device motor malfunctions.
- Internal mechanism failures.
- Battery issues for devices with built-in batteries.
- Power or charging defects.
What is not covered?
The following are not covered by the standard warranty:
- Consumables such as needle cartridges, skincare serums, and separate batteries unless they arrive damaged.
- Accidental damage from drops, water exposure, or misuse.
- Damage caused by unauthorized repair or dismantling.
Lifetime technical support
DrPenX provides technical support for customers who need help identifying the product issue, checking the device model, understanding cartridge compatibility, or preparing a warranty claim.
How to claim warranty support
- Contact support: Email [email protected] with your order number, device model, and issue description.
- Send evidence: Attach a photo or video showing the defect or technical issue so support can diagnose the problem quickly.
- Resolution: If the issue is confirmed as a covered defect, DrPenX will provide troubleshooting steps first. If the issue persists, support may arrange repair or replacement according to the warranty terms.
Warranty shipping costs
- Defective on arrival within 30 days: DrPenX covers shipping costs for replacing items confirmed defective on arrival.
- Standard warranty claims after 30 days: The customer is responsible for shipping the defective unit back to support. DrPenX covers shipping for the repaired or replacement unit sent back to the customer.