Returns & Refunds Policy (2026 Update)

At Dr. Pen Worldwide, we want you to be completely satisfied with your purchase. However, if for any reason you need to return an item, we’re here to assist you. Please read our updated returns and refund policy carefully to ensure a smooth process.

30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee, allowing you to return eligible* items within 30 days from the date of dispatch for either a refund or replacement. To initiate a return, simply contact our customer service team at info@drpenworldwide.com with your order details.

If you’re returning an item due to a change of mind, please note the following conditions for eligibility:

  • The product must be unused, in original, re-saleable condition.
  • The item must be unopened, with all seals and outer packaging fully intact, due to the hygiene-sensitive nature of the beauty products we sell.
  • A 10% restocking fee will apply to all unwanted or change-of-mind returns. This fee helps to cover processing, packaging, and shipping costs.

Return Shipping

  • Unless the item is faulty, return shipping is the responsibility of the customer.
  • For smoother processing, please include your full name, address and order number with your return to avoid any delays.
  • If the item is faulty, we may request photos or videos to assess the issue before issuing a return label.
  • We strongly recommend using a tracked shipping service to return items, so we can keep you updated on the status of your return.

Exclusions

For hygiene and safety reasons, we cannot accept returns on the following items, unless they are faulty:

  • Derma rollers
  • Derma stamps

Exchanges & Faulty Items

If your item is faulty or you would like to exchange it:

  • A replacement will only be issued once the original item has been received and inspected.
  • Please contact our customer service team at info@drpenworldwide.com to begin an exchange
  • For faulty items, we may require additional information, including photos or videos, to help us assess the issue before proceeding.

Incorrect Address Policy

Please ensure that your shipping details are correct at the time of checkout. If an incorrect address is provided and we are not notified before dispatch:

  • We will make every effort to assist, but if the parcel is returned to us, we offer the following options:
    • Resend the item to the correct address (additional postage fees will apply).
    • Refund your order, minus the original shipping cost and a 10% restocking fee.

Return Evaluation & Processing

Once we receive your return, we will inspect the items to ensure they meet the return conditions. Please note:

  • We reserve the right to refuse a return if the item is not in re-saleable condition or is damaged.
  • Please allow 2-3 working days for your return to be processed and inspected. We’ll keep you informed and updated throughout the entire process

Once your return is processed:

  • You’ll receive an email confirmation with updates on your return status.
  • 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 returned item.

International Orders & Customs Duties

We are proud to offer global shipping, ensuring that no matter where you are in the world, you can enjoy our products. We carefully pack and dispatch all orders to destinations across the globe, providing reliable delivery services to bring your purchase straight to your doorstep, wherever you may be:

  • You may be subject to import duties, taxes, and VAT based on your destination country’s regulations.
  • These additional charges are the responsibility of the customer and are not included in your order total.
  • Please note:
    • Orders refused by customs or uncollected parcels (as per tracking information) are not eligible for a refund.
    • If the parcel is returned to us, we may be able to resend it, subject to an additional shipping fee.

Contact Us

If you have any questions, need assistance, or would like to initiate a return, please reach out to our customer service team at info@drpenworldwide.com.

Thank you for shopping with Dr. Pen Worldwide!