Returns & Refunds Policy (2025 Update)

At Dr. Pen UK, we want you to be completely satisfied with your purchase. If you need to return an item, we’ve made the process as simple and transparent as possible.

30-Day Returns Policy

You’re welcome to return most items within 30 days from the date of dispatch for a refund or replacement. Please see our terms below, you can contact our team to begin the return process.

If You’ve Changed Your Mind:

  • Items must be unused, in their original condition and sealed in all original packaging (including outer packaging) to be eligible for a refund.
  • A 10% restocking fee will apply to all “change of mind” returns. This helps cover staff time, packaging materials, and postage costs.

Opening a Return

To get started, simply contact us. In most cases, we’ll ask you to complete a short returns form. Once we receive it, a member of our team will assess your request and guide you through the next steps.

Receiving Incorrect or Faulty Items

Please inspect your order upon receipt.
If you’ve received the wrong item or something appears to be faulty, please let us know within 14 days.

  • We may request photo or video evidence of any faults.
  • If video evidence is not possible, we may ask you to return the item for testing.
  • If the product is confirmed to be faulty, we’ll cover the return postage cost and issue a refund for the return postage to your original payment method

Return Shipping Details

  • Unless the item is confirmed to be faulty, return shipping is the responsibility of the customer.
  • Please include your full name, address, and order number inside the return parcel to avoid delays.
  • We strongly recommend using a tracked service so we can monitor your return’s progress.

Important Notes

  • We cannot accept returns of derma rollers or derma stamps unless they are faulty, due to hygiene and safety reasons.
  • If you request an exchange or replacement for a potentially faulty product, we must receive the original item before shipping a replacement.

Incorrect Shipping Information

Please ensure your address is correct before placing your order.

  • If an incorrect address is provided and the parcel is returned to us, we can either:
    • Re-send the parcel (additional postage charges will apply), or
    • Issue a refund minus the original shipping cost and a 10% restocking fee.

Refund & Exchange Timelines

  • All returns are carefully evaluated before a refund or exchange is issued.
  • We reserve the right to decline a refund or exchange if the returned item is not in saleable condition.
  • In such cases, a restocking fee may be charged, and a credit note may be issued for the balance, valid for 6 months.

You’ll receive an email once we’ve processed your return.

  • Refunds: Allow up to 14 days for the refund to appear in your account.
  • Replacements/Exchanges: These will usually be shipped within 2 working days of receiving your return.

International Orders & Customs Duties

For orders outside the UK:

  • Import duties, taxes, and VAT are set by your country’s customs office and are the customer’s responsibility.
  • If you refuse delivery due to customs charges or fail to collect your parcel, your order will not be eligible for a refund.
  • If the parcel is returned to us, we may be able to resend it – postage fees will apply.

If you have any questions, don’t hesitate to reach out – we’re here to help!