Refund policy

30-Day Return Guarantee
We want you to be completely satisfied with your purchase from drpenx  If you are not satisfied, we accept returns within 30 days from the date your order was delivered.

Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:

• Condition: The item must be unused, unopened, and in the same condition that you received it.

• Packaging: It must be in the original packaging with all seals intact.

• Proof: A receipt or proof of purchase (Order Number) is required.

Non-Returnable Items
Due to health and hygiene regulations, we cannot accept returns on the following items if the seal has been broken or packaging opened:

• Needle Cartridges (Consumables)

• Derma Stamps

• Skincare products

• Gift cards

• Please choose your cartridge type carefully before purchasing.

How to Initiate a Return

1. Contact Us: Email our Customer Support Team at [email protected] within 30 days of delivery. Please include your Order Number and the reason for the return.

2. Approval: We will respond within 1-2 business days with instructions and a return address. Do not send items back without first contacting us.

3. Shipping: Pack the item securely and ship it to the address provided.

Return Shipping Costs

• Change of Mind: If you are returning an item due to a change of mind or ordering the wrong item, the customer is responsible for the return shipping costs. Shipping costs are non-refundable.

• Defective/Wrong Items: If you received a damaged, defective, or incorrect item, please contact us immediately with photos/videos. We will cover the return shipping costs or arrange a free replacement.

Refund Process
Once your return is received and inspected at our warehouse, we will notify you of the approval or rejection of your refund.

• If approved: Your refund will be processed, and a credit will automatically be applied to your original method of payment within 2-5 business days.

• Restocking Fee: We generally do not charge a restocking fee for items returned in new, unopened condition. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Warranty Reference
For information regarding product defects after the 30-day return window, please refer to our Warranty Policy page. All main devices come with a 1-year warranty.

Contact Us
If you have any questions about our return policy, please contact us at:

• COMPANY
  Shenzhen Guang Nian Zhi Wai Trade Co., Ltd
  
• EMAIL
  [email protected]
  
• PHONE
  Leon
  +86 17688201624
  Mo-Fri: 09:00-17:00
  
• ADDRESS
  

  Room 319, No.75 Xiangyin Road, Longgang District, Shenzhen, Guangdong Province, China. Postcode: 518172