Refund Policy

At drpen-ca.com, we are committed to providing quality products and a worry-free shopping experience. If you are not satisfied with your purchase, you may request a return within 30 days from the date you receive your order. Requests made after 30 days may not be accepted.

This policy applies to all purchases made through drpen-ca.com for Canadian customers.

1. Eligibility

• Defective or Damaged Products: If an item arrives with a manufacturing defect or damage, you may request a free return or full refund.
• Incorrect Item: If you receive an item different from what you ordered, we will arrange a free return or exchange.
• Change of Mind / Personal Preference: If you wish to return an item for personal reasons, the customer is responsible for the return shipping cost.

2. Return Period

You must notify us of your intention to return the item within 30 days of delivery. Items returned beyond this period may not be eligible for refund or exchange.

3. Return Process

You can choose one of the following return methods:

1. Email Request: Contact us at ca@drpen-store.com with your order number, reason for return, and photos (if applicable). Once approved, we will provide return instructions and, if eligible, a prepaid return label.
2. Self-Service via Account: If you created a customer account, you may log in and submit a return request using the “Request a Return” button in your order history. Our team will review your request and provide next steps.

4. Return Conditions

All returned items must meet the following conditions:

• Be in original condition, unused, and in the original packaging with all tags included.
• For hygiene and safety reasons, opened or used consumable products (e.g., cartridges, needles) are not eligible for return.
• Products showing damage or alteration not caused by our error will not be accepted.

Returned items will be inspected upon arrival. We reserve the right to refuse returns that do not meet the above conditions.

5. Refunds

Once the returned item is received and verified, we will process your refund within 5–7 business days. Refunds will be issued to the original payment method. Depending on your bank or provider, it may take 7–15 business days for the refund to appear in your account.

6. Return Shipping Fees

• No fees will be charged if the return is due to our error (defective item, incorrect item shipped). We cover the return shipping cost and issue a full refund.
• If the return is due to personal preference or non-defective reasons, the customer is responsible for the return shipping cost. Returns are processed through our international warehouse in Shenzhen, China, and the full return address will be provided after your request is approved.

7. Exchanges

If you would like to exchange your item for a different size or model, please indicate this in your return request. We will guide you through the process. Additional shipping fees may apply for preference-based exchanges.

8. Order Cancellation

You may cancel your order at no cost if it has not yet shipped. Orders that have already been shipped will be subject to our standard return policy.

9. Contact Information

Email: ca@drpen-store.com Return Address: Returns are processed through our international warehouse in Shenzhen, China. The full return address will be provided once your return request is approved. Business Hours: Monday – Friday: 09:00 – 22:00 (GMT+8) / 20:00 – 09:00 (EST) | Saturday & Sunday: Closed

Note: Drpen-ca.com reserves the right to update or modify this policy at any time. Please check this page periodically for changes.