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Help & Support>Returns Policy >Return/Refund Policy

Return/Refund Policy

In order to provide customers with a consistent and simple return experience, XP-PEN must meet the minimum return policy requirements described below. The following requirements will automatically apply to the seller's return, effective July 1, 2019.


Applicable conditions for returns and refunds:


Graphic tablet/display:

We can accept a return request within 30 days after the customer receives the product.

We will process your return request (accept or reject) within 7 working days of receiving the return request.

The product must be in a new state with no signs of customer abuse.

The original sales package and all included accessories must be returned together.

(Except for consumables, for example, nibs)


Return shipping costs:

If the customer returns the goods due to their own reasons, or the customer is not in the original country of purchase, the return shipping costs need to be borne by the customer.

If the product has a hardware problem, the seller will pay the return shipping cost.


Return Process

step 1.

Please send an email to shop@xp-pen.com (Recommended).

And indicate the necessary information

Reason for return: Required

Order number: Required

Transaction ID: Required

Receipt No: Optional


The transaction ID is like 2735435315904561K

And the receipt number is like 4376-4081-7648-7238


If we have reviewed your return request.


Step 2.

If the buyer pays the return shipping cost, please use USPS / UPS / DHL / FEDEX to return the product to the specified return address. And send the return tracking information to shop@xp-pen.com

If the seller pays the return shipping cost, please contact customer service to request a return label. Or you can pay in advance, then send the return shipping invoice and return tracking information to shop@xp-pen.com


Step 3.

After you return, it may take up to 25 days for the product to be received. After receiving the product, our Return Center will take 2 business days to process the refund. The refund will take 3 to 5 business days to appear in your account.


Return Address  (For US customers):

XPPEN Technology CO.
4020 N. Palm Street
Suite 206/207,
Fullerton, CA ,92835
US
657-445-6128


If the customer is not located in the United States, you can contact our customer service at shop@xp-pen.com for the local warehouse address.



Christmas season return policy:

We offer a deferred return policy for Christmas orders from December 1st to December 31st.

For example, if your order was delivered between December 1st and December 31st.2019, you can return it before Jan.31th.2020.



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Technical support: service@xp-pen.com

 

Customer support: shop@xp-pen.com

 

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