Thank you for choosing originaldrpen.com. We are committed to providing high-quality products and exceptional customer service. If you’re not completely satisfied with your purchase or need assistance with repairs, returns, refunds, or exchanges, we’re here to help.
Warranty Period
We stand behind the quality of our products. Our warranty services and official customer support apply exclusively to new and certified refurbished products purchased directly from our official website, originaldrpen.com. Please note that we do not have any official stores on third-party marketplaces like Amazon, eBay, or AliExpress.
Warranty Coverage by Product Type
- Dr. Pen, Hydra Pen, and BIO Pen (All Models)
- 5-Year Limited Warranty: Covers all Dr. Pen models (A11, A10, A9, A8S, M8, M8S, A7, M7, M5, X5, E30, A6, A6S, N2) , all Hydra Pen models (H2, H3, H5, H6), all BIO Pen models (Q2, T6), accessories (e.g., adapters and exclusive accessories) purchased from Dr. Pen Club.
- Cartridges, Hydra Rollers, Hydra Needles, BIO Rollers and Skincare Products
- 1-Year Limited Warranty: For returns, items must be in their original, unopened packaging. Since these are single-use products, they cannot be resold once opened.
- Replacement Products
- The warranty for replacement products continues from the original purchase date. It will be extended by the number of days the product was out of your possession for warranty repairs.
Warranty Forfeiture
Your warranty will be void under the following circumstances:
- (a) The product is labeled as “sample,” “Not for Sale,” or sold “AS IS.”
- (b) The product was purchased from unauthorized sellers or distributors.
- (c) Trademarks, serial tags, or product stickers have been removed, altered, or tampered with.
- (d) The product has been dismantled, mishandled, improperly used, or defaced.
- (e) Unauthorized software upgrades were performed without guidance from an authorized technician.
- (f) Damage resulted from accidents, misuse, or unauthorized repairs or modifications.
- (g) The product was damaged due to improper working conditions (e.g., incorrect temperature, humidity, power fluctuations, or using the wrong power adapter).
- (h) Damage occurred due to improper battery handling or usage.
- (i) Damage was caused by force majeure or natural disasters.
- (j) Products received through the Play & Say feedback program are not eligible for warranty, refunds, or replacements.
- (k) The warranty is non-transferable and applies only to the original purchaser.
Warranty Coverage
Our comprehensive warranty ensures your satisfaction by offering the following options:
- Returns
- Refunds
- Repairs
- Replacements
- Refurbishments
This policy is designed to give you peace of mind, so you can enjoy your all Dr. Pen products with confidence.
Important Notes
- Order Cancellations
Once your order is being processed, on hold, or has already shipped (tracking number provided or order marked as completed), it cannot be canceled. If you refuse delivery after the package has been sent, you must follow our return and refund policies. Original shipping charges will be deducted from your refund. - Dr. Pen/ Hydra Pen/BIO Pen Microneedling Pens
- We offer a 60-day return and refund policy within the warranty period.
- For repairs or accessory replacements, we will cover the shipping cost to send the refurbished item back to you. However, you are responsible for the return shipping cost.
- Cartridges, Microneedle Tools (Hydra Roller, Hydra Needle, BIO Roller) and Skincare Products
- Returns and refunds are accepted within 30 days of purchase, provided the packaging is unopened. Opened packages are not eligible for returns due to their single-use nature.
- Accessories
- We offer a 30-day return and refund policy. If a replacement is needed, you will cover the return shipping cost, and we will cover the cost of shipping the replacement to you.
Upgrade or Exchange Policy
Originaldrpen does not exchange returned products for a different type unless the following conditions are met:
- The returned product is within the 5-year limited warranty period and is returned for repair or replacement.
- Products of the same model as the returned item are out of stock.
If these requirements are met, we may offer substitution or upgrade options.
If you have any questions about our warranty policy or need assistance, please contact our customer support team. We’re here to ensure your Dr. Pen experience is seamless and satisfying!
