Returns & Refunds Policy (2025 Update)

We hope you love your purchase from Dr. Pen Worldwide, but if for any reason you need to return an item, we’re here to help. Please read our updated returns and refund policy carefully.

30-Day Money-Back Guarantee

You may return eligible* items within 30 days from the date of dispatch for a refund or replacement. To initiate a return, please contact our customer service team.

If you’re returning an item under our change of mind guarantee, all products must be:

  • Unused and in original, re-saleable condition
  • Unopened, with all seals and outer packaging fully intact. This is due to the hygiene-sensitive nature of the beauty products we sell.

A 10% restocking fee applies to all unwanted or change-of-mind returns. This helps cover processing, packaging, and shipping costs.

Return Shipping

  • Unless the item is faulty, return shipping is the customer’s responsibility.
  • Include your full name, address, and order number with your return to avoid delays.
  • For faulty items, we may request photos or videos before issuing a return label.
  • We strongly recommend returning items with tracking, so we can keep you updated on the return progress.

Exclusions

  • Due to hygiene regulations, we cannot accept returns of any derma rollers or derma stamps, unless they are faulty.

Exchanges & Faulty Items

If you wish to exchange your item or believe it may be faulty:

  • A replacement will only be sent once the original item has been received and inspected.
  • Please reach out to our team to begin the process.

Incorrect Address Policy

Please ensure that your shipping information is accurate at checkout.

  • If an incorrect address is provided and we are not notified before dispatch, we will do our best to assist.
  • If the parcel is returned to us, we can either:
    • Resend it to the correct address (additional postage fees apply), or
    • Refund your order minus the original shipping cost and 10% restocking fee.

Return Evaluation & Processing

All returns are inspected upon arrival. We reserve the right to:

  • Refuse a return if an item is not in re-saleable condition or is damaged.
  • In such cases, a restocking fee may be applied, and a store credit may be issued (valid for 6 months).

Once your return is processed:

  • You’ll receive an email confirmation.
  • For refunds, please allow up to 14 days for the credit to appear on your original payment method.
  • For exchanges, we aim to dispatch replacements within 2 working days of receiving your return.

International Orders & Customs Duties

For orders shipped outside the UK:

  • You may be subject to import duties, taxes, and VAT, set by your destination country.
  • These charges are the responsibility of the customer and are not included in your order total.

Please note:

  • Refused international orders due to customs charges or uncollected packages (where delivery tracking shows delivery was attempted) are not eligible for a refund.
  • If returned to us, we may be able to resend the order, subject to an additional shipping fee.

If you have any questions, need support, or would like to start a return, please contact us at info@drpenworldwide.com