Refund policy
Refunds, Returns & Warranty
30 days to change your mind. A 3-year warranty on the Dr. Pen A20. Lifetime support on every device.
At a glance
| Situation | Window | Who pays return postage |
|---|---|---|
| Changed your mind | 30 days from delivery | You |
| Arrived faulty | 30 days from delivery | Us |
| Arrived damaged | 48 hours from delivery | Us |
| We sent the wrong item | Any time | Us |
| Warranty claim — Dr. Pen A20 | 3 years from purchase | Us |
| Warranty claim — all other devices | 1 year from purchase | Us |
Nothing on this page affects your statutory rights.
30-day money-back guarantee
If the device is not for you, send it back within 30 days of delivery and we refund you. No interrogation, no restocking fee.
For a change-of-mind return we need the item unused and in resalable condition, in its original packaging with the accessories included. For hygiene reasons, cartridges, needles and any sealed skincare must come back unopened with the seals intact. Return postage on a change-of-mind return is at your cost.
Email support@drpenstore.com with your order number and we will issue a return authorisation number and the return address the same working day.
What we cannot take back
- Cartridges, needle tips or skincare where the seal has been broken. These are single-use, skin-contact items and cannot be resold.
- Items returned without a return authorisation number, or returned after the 30-day window has closed.
When you get your money
We inspect and process returns within 2 working days of them reaching us and refund to your original payment method. Your bank or card issuer usually takes a further 3–5 working days to show it.
Device warranty
3 years on the Dr. Pen A20
Every Dr. Pen A20 purchased from us carries a 3-year limited warranty from the date of purchase against defects in materials and workmanship. Most sellers give one year. We give three because every device we ship is serial-checked and verified by our own team before it leaves the warehouse — we know exactly what is in the box.
1 year on every other device
All other devices we sell carry a 1-year limited warranty from the date of purchase against defects in materials and workmanship.
What the warranty covers
Any defect in material or workmanship arising under normal use during the warranty period. We will repair or replace the device, or the defective part of it, at no charge to you. If we cannot repair or replace it, we refund you.
What the warranty does not cover
- Accidental damage: drops, crushing, liquid ingress, or damage caused after delivery.
- Cartridges, needle tips, cables and other consumable or wear parts.
- Damage caused by using non-genuine cartridges or non-genuine chargers with the device.
- Devices that have been opened, modified, or repaired by anyone other than us or an authorised service partner.
- Commercial or clinic use beyond normal domestic use, unless agreed with us in writing before purchase.
- Devices not purchased from drpenstore.com. We cannot warrant a device we did not verify.
How to make a warranty claim
- Email support@drpenstore.com with your order number and a short description of the fault. A photograph or a few seconds of video speeds things up considerably.
- We reply within one working day. Many faults turn out to be settings, cartridge seating or charging, and we can solve those without you posting anything.
- If the device does need to come back, we send you a return authorisation number and cover the return postage.
- We repair or replace it and send it back to you at our cost.
Faulty, damaged or wrong on arrival
Arrived damaged
Contact us within 48 hours of delivery with photographs of the item and the outer packaging, and keep the packaging until the claim closes. We replace it or refund you in full.
Arrived faulty
Contact us within 30 days of delivery. This is treated as a replacement or a full refund, your choice — not a repair.
We sent the wrong item
Our mistake, our cost. We ship the correct item immediately and arrange free collection of the wrong one. You never pay return postage for our error.
Delivery problems — late, lost, or marked delivered but missing — are covered in our Shipping & Delivery policy.
Lifetime support
For as long as you own your device, our team helps you with needle depth, cartridge selection, technique, aftercare and troubleshooting. It is unlimited, it does not expire when the warranty does, and it does not cost anything.
A microneedling pen is not a product you use once — it is a routine. We stay with you for it.
Talk to us
Email: support@drpenstore.com
Hours: Monday–Friday 09:00–17:00, Saturday 09:00–13:00 (UK time)
Registered address: Automotion Studio Ltd, trading as Dr. Pen Store, 8 Barber Close, Armthorpe, Doncaster, England, DN3 2FN
Please do not send a return to the address above without a return authorisation number — email us first and we will tell you exactly where to send it.
