Return & Refund
60-Day Return & Refund Policy
At Dr.pen Hub, we are committed to ensuring customer satisfaction. If your purchase does not meet your expectations or is found to be defective, you may refer to the following policies for a refund, exchange, or repair based on your situation.
For accessories, we offer replacements or full refunds if you are dissatisfied, in accordance with the return and refund policy for Dr. Pen products. Replacement items will be shipped at no additional cost to you.
Important Note:
Orders that are processing, on hold, or already shipped (where a tracking number has been provided or the order status is marked as "completed") cannot be canceled. If you refuse delivery after dispatch due to force majeure, the return and refund policies outlined below will apply, and the original shipping costs will be deducted from your refund.
1. Return Policy
a) Unwanted Products
If you are dissatisfied with a product purchased directly from Dr.pen Hub and it is not defective, it qualifies as an "unwanted product." You may return unwanted products for a full refund or replacement within 60 days of delivery, unless otherwise specified on the product listing, receipt, or packing slip.
Customer Responsibilities for Returns:
- Shipping fees for returning unwanted products.
- Ensuring the product meets the following return criteria:
- Must be in original packaging and securely shipped.
- Include all accessories, documentation, and certification labels (e.g., UL listing, capacity, brand name, UPC code).
- Free from alterations, damage (dents, scratches, cracks, etc.), or tampering (e.g., removed security seals).
To safeguard your return, we recommend using a traceable shipping service with delivery confirmation. Dr.pen Hub is not liable for loss or damage during transit.
Inspection Process:
Returned items will be inspected upon receipt. If the item meets return criteria, a refund will be processed within 5 business days. Non-conforming products may be rejected or subject to a restocking fee of up to 15%.
Rejected items may be returned to the customer at their expense.
b) Defective Products
For defective products not caused by user mishandling:
- Return within 60 days of delivery for a full refund or replacement, with shipping costs covered by Dr.pen Hub.
- After 60 days and within the one-year warranty period, replacements or repairs are available. You will cover return shipping, but Dr.pen Hub will bear repair/replacement costs.
- Beyond one year but within the five-year warranty, you are responsible for shipping both ways and any repair/replacement charges.
c) Artificially Damaged Products
For damage caused by user mishandling, refunds are not available. You may request repair or replacement within 60 days, but you are responsible for all associated costs. After 60 days, services for artificially damaged items are not available.
d) How to Return
- Contact drpenhub@hotmail.com with your order number to request a Return Merchandise Authorization (RMA).
- Pack the item securely and include all original packaging and documentation.
- Ship the package using a traceable carrier.
e) Shipping During Returns
- Use a trackable shipping service for returns. Dr.pen Hub is not responsible for loss or damage during transit.
- International customers are responsible for any duties, taxes, or brokerage fees incurred during the return process.
f) Additional Return Information
- Customers are responsible for return shipping costs.
- Shipping costs are non-refundable and will be deducted from the refund.
- For items valued over $75, we recommend purchasing shipping insurance.
2. Refund Policy
Refund Processing:
Once your return is received and inspected, you will receive an email notification regarding the approval or rejection of your refund. Approved refunds will be processed, and a credit will be issued to your original payment method within 5-14 business days, depending on your payment provider.
Delayed or Missing Refunds:
If your refund has not been received after 14 business days:
- Check your bank account or payment provider for pending transactions.
- Contact your credit card company for further clarification.
- Reach out to us at drpenhub@hotmail.com if the issue persists.
Sale Items:
Only regular-priced items are eligible for refunds. Items purchased on sale or at a discounted rate are non-refundable.
Gift Returns:
If the item was marked as a gift and shipped directly to you, a gift credit will be issued upon return. If the item wasn’t marked as a gift, the refund will be processed to the original purchaser.
For questions or assistance, please contact drpenhub@hotmail.com.