Refund policy

Refund & Warranty Policy

Dr.Pen Glow  |  Last Updated: April 29, 2026

At Dr.Pen Glow, we are committed to providing high-quality, 100% authentic Dr. Pen brand beauty tools as an officially authorized online retailer. We ship exclusively within the United States. If you are not fully satisfied with your purchase, we offer a 30-Day Money-Back Guarantee from the date your order is delivered, subject to the terms below.

1. 30-Day Change of Mind Returns

If you change your mind about your purchase:

  • You have 30 days from the delivery date to request a return for a refund.
  • Items must be unused, sealed, in their original packaging, and include all accessories, manuals, and free gifts.
  • Return shipping for change-of-mind returns is the customer's responsibility. Original shipping fees are non-refundable.
  • If returned items are opened, used, or unsealed but still approved for return at our sole discretion, a restocking fee of up to 20% of the product price will apply.
  • To request a return, you must provide your order number and a clear photo or short video showing the product condition and original packaging.
  • Return requests submitted after the 30-day window will not be accepted.
2. One-Year Limited Warranty

In addition to the 30-day guarantee, Dr.Pen Glow provides a One-Year Limited Warranty from the date of purchase.

This Limited Warranty Covers:

  • Defects in materials or workmanship under normal use during the one-year warranty period.
  • At our sole discretion, we will repair or replace the defective product or part at no charge. Replacement may be with a new or factory-refurbished equivalent product.

This Limited Warranty Does NOT Cover:

  • Damage occurring after delivery, including drops, breakage, liquid damage, misuse, or improper storage.
  • Alterations, modifications, or unauthorized repairs.
  • Normal wear and tear, including consumables such as needle cartridges and replacement parts.
  • Products not purchased directly from Dr.Pen Glow through drpenglow.com or another authorized Dr. Pen retailer. Counterfeit products, gray-market products, or products purchased from unauthorized third-party sellers, including unauthorized listings on Amazon, eBay, or other marketplaces, are not eligible for warranty service.
  • Cosmetic damage that does not affect functionality.
  • Loss or theft of the product.
  • Damage caused by use inconsistent with product instructions or warnings.

Limitation of Warranty: This is a limited warranty as defined under the Magnuson-Moss Warranty Act. Our total liability under this warranty is limited to repair or replacement of the defective product, or at our discretion, refund of the purchase price. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

3. How to Request a Return or Warranty Service
  • Contact us at support@drpenglow.com before sending any items. A Return Merchandise Authorization (RMA) is required for all returns.
  • Items returned without prior written approval will not be accepted and may be returned to sender at the customer's expense, or held without refund.
  • Once approved, please follow the return instructions provided by our customer service team, including the designated return address.
  • We recommend using a trackable shipping service with delivery confirmation. We are not responsible for items lost or damaged during return transit.
  • Return shipping costs are the customer's responsibility, except when the return is due to our error, including defective, damaged, or incorrect items as described in Section 4.
4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item arrives defective, damaged, or incorrect:

  • Contact us at support@drpenglow.com within 7 days of delivery with your order number, photos of the issue, and a description of the problem.
  • For verified claims, Dr.Pen Glow will provide a prepaid return label and issue a free replacement or full refund, including original shipping.
  • Claims submitted after the 7-day window may not qualify for a free replacement or return shipping reimbursement.
5. Non-Returnable Items

The following items are final sale and non-returnable:

  • Sale, clearance, or promotional items
  • Gift cards
  • Items marked as “Final Sale” at the time of purchase
  • Free gifts or bundled promotional items
  • Products with broken hygiene seals, for hygiene and safety reasons
  • Items returned without original packaging or accessories
  • Items returned more than 30 days after delivery
6. Exchanges

The fastest way to exchange an item is to return the original item following the steps above and place a new order once your return is approved. Direct exchanges are subject to product availability.

7. Refund Processing
  • Once we receive and inspect your return, we will notify you of approval or rejection within 5 business days.
  • If approved, refunds will be issued to your original payment method within 7–10 business days after approval.
  • Your bank or credit card provider may require additional time, typically 3–10 business days, to post the refund to your account.
  • Original shipping fees, return shipping costs, and any applicable restocking fees are non-refundable.
8. Order Cancellation
  • Orders may be cancelled within 12 hours of purchase, provided they have not yet been processed or shipped.
  • Once an order has been shipped, it cannot be cancelled and must follow the standard return process outlined above.
  • To cancel, contact us at support@drpenglow.com immediately with your order number.
9. State-Specific Consumer Rights

This policy does not affect any statutory rights you may have under U.S. federal law or the consumer protection laws of your state of residence. Some states, including California, may provide additional rights to consumers regarding refunds, warranties, and returns. Nothing in this policy is intended to limit any right that cannot be waived under applicable law.

10. Authenticity Guarantee

Dr.Pen Glow guarantees that every Dr. Pen product sold on our Website is 100% authentic and sourced through authorized channels. We are an officially authorized online retailer of Dr. Pen brand products.

  • All products come with original manufacturer packaging, serial numbers where applicable, and full manufacturer documentation.
  • Our products are eligible for full manufacturer support and authorized warranty service in addition to our own one-year limited warranty.
  • If you have any concerns about product authenticity, please contact us at support@drpenglow.com with your order number and product details. We will work with you to verify authenticity and resolve any concerns.
  • Important: To ensure you receive a genuine Dr. Pen product covered by warranty, we recommend purchasing only from Dr.Pen Glow through drpenglow.com or other authorized Dr. Pen retailers. Products purchased from unauthorized sellers may be counterfeit and are not eligible for warranty service through us.
11. Contact Information

For all return, warranty, and refund inquiries:

Email: support@drpenglow.com
Phone: +86 15899756385
Address: Room 307, Building 402, No.5007 Huanggang Rd, Huafu Subdistrict, Futian Dist, Shenzhen, Guangdong Province 518035, China
Business Hours: Mon–Fri, 9:00 AM – 6:00 PM (UTC+8)

We aim to respond to all inquiries within 1–2 business days.

Dr.Pen Glow reserves the right to update or modify this policy at any time. Changes take effect upon posting to our website. Continued use of our website constitutes acceptance of the updated policy.