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At drpen-uk.com, we are committed to providing quality products and a reliable shopping experience.
In addition to your statutory rights under applicable UK consumer law, we offer a 30-day commercial return period for eligible products, calculated from the date you receive your order.
This policy applies to eligible purchases made through drpen-uk.com by customers in the United Kingdom and other supported destinations.
Nothing in this policy affects your statutory rights.
Faulty or Damaged Products: If an item arrives damaged, faulty, or does not conform to the contract, please contact us with your order information and supporting photos or videos where appropriate. Depending on the circumstances and your statutory rights, an appropriate remedy may include a repair, replacement, price reduction, return, or refund.
Incorrect Item: If you receive an item different from what you ordered, please contact us. We will arrange an appropriate remedy and cover reasonable return costs where the error is ours.
Change of Mind / Personal Preference: Eligible products may be returned under our 30-day commercial return policy. Unless otherwise stated or required by law, customers are responsible for return shipping costs for change-of-mind returns.
These commercial return rights are additional to any statutory cancellation or consumer rights that apply.
If you are a consumer purchasing online in the United Kingdom, you generally have the right to cancel an eligible distance contract without giving a reason.
For most eligible goods, the statutory cancellation period ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods. Special timing rules apply where goods from the same order are delivered separately. Legislation.gov.uk
To exercise this right, you must inform us clearly of your decision to cancel before the cancellation period expires.
You can contact us at:
You do not need to provide a reason when exercising an applicable statutory cancellation right.
Where the statutory cancellation right applies, goods must generally be sent back without undue delay and no later than 14 days after you inform us of your decision to cancel. Legislation.gov.uk
Our 30-day commercial return policy is offered in addition to this statutory right and does not replace or restrict it.
For eligible products, you may request a return within 30 days of delivery under our commercial return policy.
Requests made after this period may not qualify for our voluntary return policy.
This does not affect any statutory rights or remedies that may continue to apply after the 30-day period.
Email Request: Contact us at uk@drpenclub.com with your order number, reason for return, and photos or videos where appropriate.
Once your request has been reviewed, we will provide the applicable return instructions and, where required, a prepaid return label or other return arrangement.
Self-Service via Account: If a return-request feature is available in your customer account, you may submit a request through your order history. Our team will review the request and provide the next steps.
Please contact us before sending a product back so that we can provide the correct return address and instructions.
Contacting us first does not restrict your statutory right to notify us of cancellation by any clear statement permitted by applicable law.
For returns made solely under our voluntary 30-day commercial return policy, products should generally meet the following conditions:
Original Condition: The product should be unused and in its original condition.
Original Packaging: Where reasonably possible, the product should be returned in its original packaging with the included accessories and components.
Proof of Purchase: Your order number or other proof of purchase should be provided.
Product Condition: The product should not have been damaged, altered, or misused after delivery.
Different rules may apply when exercising statutory cancellation rights or statutory remedies for faulty or non-conforming goods.
Where a statutory cancellation right applies, we may make a deduction from the refund for diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods, where permitted by law. Legislation.gov.uk
Certain products sold on our Site, including sealed cartridges and needles, may be hygiene-sensitive products.
Under applicable UK rules, the statutory cancellation right may cease to apply to sealed goods that are not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery. Legislation.gov.uk
Accordingly, where the legal conditions for this exception are satisfied, opened or unsealed cartridges, needles, or other qualifying hygiene-sensitive products may not be eligible for a change-of-mind return.
Under our voluntary 30-day return policy, opened or used cartridges and needles are not eligible for change-of-mind returns.
This restriction does not affect your rights where an item is faulty, damaged, incorrectly supplied, misdescribed, or otherwise does not conform to the contract.
Once an eligible returned item is received and inspected, we will notify you regarding the status of your refund.
For returns made solely under our voluntary 30-day commercial return policy, approved refunds are generally processed within 5–7 business days after inspection.
Where you exercise a statutory cancellation right, the applicable statutory refund timetable will apply instead.
For eligible statutory cancellations involving returned goods, reimbursement must generally be made without undue delay and no later than 14 days after we receive the goods back or, if earlier, after you provide evidence that the goods have been sent back. Legislation.gov.uk
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.
Where a statutory cancellation right applies, we will also refund the standard outbound delivery charge where required by law. If you selected a more expensive delivery option, we are not required to refund the additional amount above our least expensive standard delivery option. Legislation.gov.uk
Your bank, card issuer, PayPal, or other payment provider may require additional processing time after we issue the refund.
Faulty, Damaged, Incorrect or Non-Conforming Items: Where applicable law requires us to bear reasonable return costs, or where the return results from our error, we will cover those costs. Under the Consumer Rights Act, reasonable return costs for goods validly rejected under the relevant statutory rights are borne by the trader. Legislation.gov.uk
Statutory Change-of-Mind Cancellation: Where permitted by law and where we have informed you of this obligation, you may be responsible for the direct cost of returning the goods.
30-Day Commercial Change-of-Mind Return: Customers are responsible for return shipping costs unless otherwise stated.
Returns are processed through our international warehouse in Shenzhen, China.
The complete return address and instructions will be provided after you contact us regarding your return.
Do not send products to our Hong Kong registered office or to an address shown on the original shipping label unless our customer support team specifically instructs you to do so.
If you would like to exchange an eligible product for another model or item, please tell us when submitting your return request.
Our customer support team will confirm availability and provide instructions.
Additional shipping costs may apply where an exchange is requested solely for personal preference.
Where an exchange or replacement is required because an item is faulty, incorrect, or otherwise does not conform to the contract, your statutory rights will apply.
Your rights relating to faulty or non-conforming goods are separate from our change-of-mind return policy.
Under applicable UK consumer law, goods must meet statutory requirements. Depending on the circumstances, consumers may have rights to reject goods, request repair or replacement, receive a price reduction, or obtain a refund.
The Consumer Rights Act 2015 provides a 30-day short-term right to reject qualifying goods that do not conform to the contract, subject to the conditions set out in the Act. Legislation.gov.uk
Nothing in our 30-day commercial return policy limits these statutory rights.
If your order has not yet been dispatched, please contact us as soon as possible at uk@drpenclub.com if you wish to cancel it.
If we are able to process the cancellation before dispatch, the order will be cancelled and any applicable payment refunded.
If the order has already been dispatched, the applicable statutory cancellation rights and/or our commercial return policy will apply.
The following may not qualify for return under our voluntary 30-day commercial return policy:
Opened or Used Cartridges and Needles: Opened or used cartridges and needles are not eligible for voluntary change-of-mind returns.
Used Consumable Products: Used consumable products are generally not eligible for voluntary change-of-mind returns.
Misused or Customer-Damaged Products: Products damaged through misuse, alteration, or improper handling after delivery may not qualify.
Incomplete Returns: Products returned without material components or accessories may be subject to refusal or an appropriate reduction where permitted.
These exclusions relate to our commercial change-of-mind policy and do not override statutory rights relating to faulty, damaged, incorrect, misdescribed, or otherwise non-conforming goods.
Company Name: iMagiic Beauty Technology Limited
Registration Number: 79451321
Website: drpen-uk.com
Email: uk@drpenclub.com
Registered Address: RM 18, 2/F, TUSPARK, 118 WAI YIP STREET, KWUN TONG, HONG KONG
Return Address: Returns are processed through our international warehouse in Shenzhen, China. The complete return address and instructions will be provided when you contact us regarding your return.
Business Hours: Monday – Friday, 09:00 – 22:00 (GMT+8)
We aim to respond to customer service enquiries within 12–48 business hours.
We may update this policy from time to time. Any changes will be published on this page. Changes will not affect statutory or contractual rights that have already arisen.