Refunds & Returns

For Returns, Repairs, Replacements & Refunds.

At Dr. Pen Australia, we strive to provide high-quality products and excellent customer service. We understand that there may be situations where you may need to return or seek a refund for a product purchased from our website.

This Return Policy outlines the guidelines and procedures for refunds in accordance with the Australian Consumer Law (ACL) administered by the Australian Competition and Consumer Commission (ACCC).

Our Return Process

1. Submit a Support Ticket with our Customer Experience Team here.
   
   Include the following in your submission: your order number, a short video (or image) demonstrating the fault, and a written description inclusive of all and any relevant details.
   
   
2. Your submission is reviewed by an in-house Specialist.
   
   They will provide you with relevant troubleshooting and support as required, and/or confirm the potential fault you have experienced. When within warranty, determine your choice of resolution method (replacement, exchange, credit or refund) and you will receive a paid-for return label.
   
   
3. Return your product and await assessment confirmation.
   
   After sending us back your product, provide the tracking number in your ongoing ticket. Once your return has been received, it will be processed by our team within 5-7 business days.

4. Get your resolution, and get back to what’s important.
   
   Once our Specialist has assessed your product and confirmed the manufacturer defect or fault, you will receive your chosen resolution outcome. If no fault is found or your return lacks the original components and packaging, the product will be returned to you at your cost and any relevant support instructions or documentation emailed to you.

Please Note: Returning products missing original contents or packaging are ineligible for refund, and will be returned to the purchaser. Shipping and any additional fees for incorrectly returned goods are the responsibility of the customer.

Warranty 

Our products (excluding services) are eligible for repair or replacement for a period of 12 months from the original invoice date under warranty. This warranty covers component and manufacturing defects and excludes any defects due to misuse, incorrect procedures, tampering, incorrect maintenance, physical damage or misadventures. Product failure due to power surge or power spike, or overcharging are not covered under this warranty.

Faulty or Defective Products

A rare occurrence with our products, and we’re sorry if this happens.
If you’ve received a product that was incorrectly manufactured, or appears to be dead-on-arrival (DOA), do not worry - we are here to help.

Get in touch with us as soon as you identify an issue within your 12 month warranty period and we will provide you with expert troubleshooting, helping to identify any solvable issues prior to initiating your return. 

Once we assess and find that your product may be faulty or defective, we will, with your agreement, arrange a replacement or recommend an alternative product as a replacement that may be suitable for you. 

Under warranty, you are eligible for a replacement, exchange, credit or refund for your purchase once the product has been returned and the fault or defect fully assessed by one of our authorised specialists. For exchanges in instances where the value is higher than that of the original purchase, additional payment may be required. In instances where the value is lower, you may be eligible for a credit of equal value, or a partial refund to your original payment method.

Please Note: Services are not eligible for refund or return. No refunds will be issued for faulty products prior to their return and assessment by an authorised specialist.

Change of Mind 

We offer 30 day change of mind returns from date of purchase, subject to a 20% restocking fee. You may choose to receive a refund to your original payment method, or a store credit.

Change of Mind refers to any instance wherein a purchase has been made, and the purchaser has changed their mind about the purchase after it has been shipped.

To be eligible for change of mind returns, the product must be in new condition, with the original packaging and contents intact, and your request submitted within 30 days of purchase. As these products are used in personal health and hygiene, a high standard of new condition must be met to qualify for a Change of Mind return.

Contact us with the relevant required information including an order number, an image of the recent purchase displaying its unopened and unused status, and your reason for return. If approved, you will receive an Return Merchandise Authorisation (RMA) number to include with your package, and our address for returning the product at your cost.

To request a resending of product or credit in instances wherein a product has been rejected upon delivery and returned, contact us within 14 days of your purchase with required information including your order number, your best address for resending, or your reason for package rejection to claim your credit minus the 20% restocking fee.

Product Lifetime Support

At Dr. Pen Australia, we are committed to providing exceptional customer support throughout the lifespan of our products. We take pride in offering lifetime support to all of our customers, ensuring original purchasers may receive assistance when they need it. 

What does Product Lifetime Support cover?

• Guidance with your purchased product by phone, email or live chat.
• Replacing misplaced manuals with a digital version.
• Ongoing advice about new products, features and purchases.
  

What does Product Lifetime Support not cover?

• Support for devices or products not purchased through Dr. Pen Australia.

While lifetime support does not extend to services or on-location training, we may be able to assist you remotely. Get in touch with us if you have reviewed the product manual and our online resources but still require assistance. In your submission, provide as much detail as you can with the assistance you require along with your order number so we can ensure a smooth and efficient process in addressing your queries and provide the necessary guidance.

We value your satisfaction and strive to provide the best support possible. If you have any further questions or need assistance, please don't hesitate to reach out to us. We're here to help you make the most of your products and ensure a positive experience with Dr. Pen Australia.

Cancellations

If you have placed an order with us but would like to cancel your order for a full refund, credit or exchange, please contact us as soon as possible including your order number, reason for cancellation and method of resolution. If your order has already been processed, you are ineligible for a refund and may follow our RMA Change of Mind process to initiate a return.

Undeliverable Orders

In instances where orders are found to be undeliverable or not collected, and a request has not been submitted as outlined above, a credit equal to the value of the purchase with an expiry of three months will be provided to the email address most recently provided by the purchaser upon the received return of the product. Any additional shipping fees to resend a product are to be paid for by the purchaser from available redelivery methods.

General Support
For general support enquiries about our products or services, please contact us here.