Last Updated: September 20, 2026

At Dr.Pen Online Store, we want you to receive your order in good condition and have a clear understanding of our return, refund, replacement, and warranty procedures.

This policy applies to purchases made directly through drpenonline.store. The applicable procedure depends on the condition of the product and the reason for the return or claim.

1. General Return Period

For eligible products, you may request a return within 30 days after delivery.

Before sending any product back, please contact our customer support team and receive return instructions. Do not send a product to a return address without prior authorization.

For a standard return, the product must meet the applicable conditions described below and must be returned in its original condition, with the original packaging and included accessories where applicable.

Proof of purchase is required for all return requests.

Standard return shipping costs are the responsibility of the customer unless the return is related to a confirmed damaged, incorrect, missing, or defective product.

2. Standard Returns for Unused Products

Eligible reusable products may be returned within the 30-day return period when they are unused and in their original condition.

For a standard return, the product must:

• Not have been used, damaged, modified, or altered.
• Be returned with its original packaging.
• Include all original accessories and components where applicable.
• Be accompanied by proof of purchase.

Dr.Pen Devices

Unused Dr.Pen devices may be returned within 30 days after delivery when the above requirements are met.

A device that has been used, damaged, modified, or altered does not qualify for a standard change-of-mind return.

If a used device develops a technical problem during appropriate use, the issue is handled under the Product Defects and Warranty section rather than as a standard return.

For eligible standard returns, the customer is responsible for return shipping costs.

3. Opened or Used Disposable Consumables

Disposable cartridges and other hygiene-sensitive consumables are subject to special return restrictions.

Unopened Consumables

Unopened disposable cartridges and other eligible consumables may be returned within 30 days after delivery when:

• The original package remains completely sealed and unopened.
• The product has not been used or contaminated.
• The product remains in its original condition and packaging.
• The return has been approved by our customer support team.

Opened or Used Consumables

Opened, installed, or used disposable cartridges and other hygiene-sensitive consumables cannot be returned for a standard refund.

This restriction applies because these products are intended for single use and are subject to hygiene and contamination considerations.

This applies even if the customer no longer needs the product, ordered the wrong product, decides that it is not suitable for their intended use, or is dissatisfied with the personal treatment result.

However, this restriction does not prevent a customer from submitting a claim for a confirmed shipping-damaged, incorrectly supplied, missing, or defective product. 

4. Damaged, Incorrect, Missing, Defective Products & Other Issues

If there is a problem with your order or product, please contact our customer support team with your order number, a description of the issue, and photos or video where applicable.

Shipping Damage

If your product is damaged during transportation, please contact us as soon as possible and provide photos of:

• The damaged product;
• The shipping package;
• The shipping label; and
• Any visible damage to the packaging.

If the shipping damage is confirmed, we may provide a replacement or refund, depending on the circumstances and product availability.

Please keep the original shipping packaging until the issue has been reviewed.

Incorrect or Missing Items

If you receive an incorrect product or an item or component is missing from your order, please contact us with details of the issue and supporting photos.

After confirming the order information, we will arrange the appropriate solution, which may include:

• Sending the correct product;
• Sending the missing item or component; or
• Providing a refund for the confirmed incorrect or missing item.

When the issue is caused by our fulfillment process, we will provide appropriate instructions regarding return shipping if a return is required.

Product Defects and Warranty

A product that develops a technical problem or is suspected to have a manufacturing defect is handled separately from a standard return.

For a suspected product defect, please provide:

• Order number;
• Product name or model;
• Description of the problem; and
• Photos or video demonstrating the issue where applicable.

We may ask you to complete reasonable troubleshooting steps to help identify the cause of the problem.

If the issue is confirmed to be a product defect covered by the applicable manufacturer warranty, we will provide the remedy available under the applicable warranty terms, which may include repair, replacement, or another appropriate solution.

Damage caused by misuse, improper operation, unauthorized modification, physical damage, or normal wear and tear is not considered a manufacturing defect.

Skin Discomfort or Unsatisfactory Results

Skin irritation, discomfort, sensitivity, or an unsatisfactory personal treatment result does not by itself qualify a used product for a return or refund.

If you experience unexpected skin discomfort or irritation after using a product, discontinue use and seek appropriate medical or professional advice when necessary.

A used device or an opened or used disposable cartridge cannot be returned solely because the customer experienced skin discomfort, did not achieve the expected cosmetic result, or decided that the product was not suitable for their individual needs.

If you believe the issue may have resulted from a product defect, contamination, damaged product, or another product-related problem, please contact our support team so that the issue can be reviewed under the applicable product defect or warranty procedure.

How to Report an Issue

Please contact our customer support team before sending any product back.

Do not send a product to a return address without receiving return instructions from our support team.

5. Refund Processing & Contact

Refund Processing

For an approved refund, the refund will be issued to the original payment method after the returned product has been received and inspected, where a physical return is required.

Your bank, card issuer, or payment provider may require additional processing time before the refunded amount appears in your account.

For confirmed incorrect shipments, missing items, shipping damage, or eligible product defects, the refund or replacement will be handled according to the specific circumstances of the case.

Consumer Rights

This policy describes our standard return, refund, replacement, and warranty procedures.

Nothing in this policy is intended to exclude or restrict any mandatory consumer rights that cannot legally be excluded or restricted under the laws applicable to your purchase.

Contact Us

Trade name: Dr. Pen Online Store

WhatsApp: +86 19933140984

Email: kate@aurocn.com

Support hours: Monday–Sunday, 24 hours a day, 7 days a week

Response target: Within one business day

Address: ROOM 1607 TREND CENTRE 29-31 CHEUNG LEE STREETCHAI WAN HK