Refunds & Returns Policy

At drpenclub.com, we are committed to customer satisfaction. If your product does not meet expectations or is defective, you may be eligible for a refund, replacement, or repair under the policies outlined below.

60 Days Return & Refund

You may return eligible products within 60 days of delivery for a refund or replacement. Refunds will be issued to the original payment method.

Accessories are also covered under the same 60-day policy. If accessories are defective or unsatisfactory, you may request a replacement or refund in accordance with the conditions below. Replacement items will be shipped free of charge.

If you refuse delivery after dispatch under exceptional circumstances, original shipping costs may be deducted from your refund.

Order Processing & Cancellations

Orders are normally processed within 1–2 business days after payment confirmation.

You may cancel your order within 2 calendar days (48 hours) of placing it, provided it has not yet been dispatched. To request a cancellation, email support@drpenclub.com with your order number.

Cancellation requests received within this 48-hour period and before dispatch will be accepted for a full refund, including when the order is marked as “processing” or “on hold.” Eligibility is determined by the time we receive your cancellation request, not the time we respond.

Orders may be dispatched before the 48-hour cancellation period ends. Dispatch means the package has been handed over to the shipping carrier; creating a tracking number alone does not constitute dispatch.

Once an order has been dispatched, it cannot be canceled. You may request a return in accordance with the Return Policy below. This cancellation policy does not limit any mandatory consumer rights that apply to your purchase.

Refunds for canceled orders will follow the refund method and timelines set out in Section 2.

1. Return Policy

a) For Unwanted Products

An “unwanted product” is a non-defective product purchased directly from drpenclub.com that you no longer want or that does not meet your expectations.

You may return eligible unwanted products for a full refund or replacement within 60 days of delivery, subject to the conditions below. If you return a non-defective product for personal reasons, such as changing your mind or ordering the wrong item, you are responsible for the return shipping costs. The actual cost will depend on the shipping carrier and service you choose.

To ensure a smooth return process, please adhere to the following criteria:

The product must be in its original manufacturer’s packaging and shipped securely.
All original accessories, documents, labels, and packaging must be included.
The product must be free of permanent alterations, including paint, modified connection inputs, severed wires or cables, or signs of removed screws, fasteners, or seals.
The product must be free of damage, including dents, scratches, cracks, abuse, defacement, or damage resulting from power surges.
Any original security seals must be intact and must not have been tampered with.

For your protection, we recommend using a tracked shipping service that provides delivery confirmation. Please pack your return securely and retain your shipping receipt and tracking number. We are not responsible for loss or damage during return transit, except where applicable law requires otherwise.

Upon receipt, we will inspect the returned product and notify you of the return decision within 5 business days. If the product does not meet the return conditions, we will explain the reason and notify you of any proposed deduction before proceeding with a partial refund.

If your return is rejected, you may request that the product be shipped back to you at your expense, or authorize us to recycle it responsibly.

b) Defective, Damaged, or Incorrect Products

If you receive a defective product, an item damaged during delivery, or an incorrect item due to our error, you may request a return for a full refund or replacement within 60 days of delivery. You will not be responsible for return shipping costs in these cases. We will cover the return shipping costs and, where applicable, the cost of shipping a replacement to you. Please contact support@drpenclub.com before arranging the return so we can provide return instructions. This does not apply to damage caused by misuse or unauthorized modification.

c) Products Damaged by Misuse or Unauthorized Modification

Products damaged by misuse or unauthorized modification may not be eligible for a refund. Within 60 days of delivery, you may contact us to request a repair or replacement assessment. Any applicable service charges, shipping costs, or other fees will be explained to you before you agree to proceed.

d) How to Return

Contact support@drpenclub.com with your order number, the items you wish to return, and the reason for your return. Alternatively, submit a request through our return request page.
Our team will review your request and provide a Return Merchandise Authorization (RMA) number and return instructions.
Pack the items securely, including all required accessories and original packaging. Include your order number and RMA number inside the package.
Ship the package to the return address below and email us the return tracking number.

For unwanted-product returns, the item must meet the conditions set out in Section 1(a). Defective products are handled under Section 1(b).

e) Return Address

Please contact us to obtain an RMA number before sending your return.

Return Address:
Recipient / Company: Dr.pen Club
Street Address: RM 18 2/F TUSPARK 118 WAI YIP ST
City, State / Province: Kwun Tong, Hong Kong
Country / Region: Hong Kong, China

Include your order number and RMA number inside the package, and send us the return tracking number after shipment. We recommend using a tracked shipping service.

2. Refund Policy

Refund Method

Refunds are issued to the original payment method used at checkout. Credit and debit card payments are refunded to the original card. PayPal payments are refunded through the original PayPal transaction. Payments made through Apple Pay or Google Pay are refunded to the payment method used for the original transaction.

We do not issue refunds to a different person, card, or payment account.

Refund Processing & Arrival Time

Return inspection: We will inspect returned products and email you our refund decision within 5 business days of receiving your return.
Refund initiation: Once a return refund or order cancellation is approved, we will initiate the refund within 2 business days.
Funds credited: The refund will be credited to your original payment method within 7–14 business days after we initiate it, depending on your bank or payment provider.

We will send you an email confirmation once your refund has been initiated.

Late or Missing Refunds

If your refund has not arrived within 14 business days after our refund confirmation email, please check your original payment account and contact your bank or payment provider to confirm the refund status.

If you still need assistance, contact support@drpenclub.com with your order number.

Gifts

Refunds for gift orders are issued to the original purchaser’s payment method. Gift recipients may contact us to arrange a return, but refunds cannot be issued to a different person or payment account.

Business Days

For the processing timelines in this policy, business days are Monday through Friday, excluding public holidays in Hong Kong. Your bank or payment provider may observe different public holidays.