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:
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.
Please send an email to firstname.lastname@example.org (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.
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 email@example.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 firstname.lastname@example.org
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
Fullerton, CA ,92835
If the customer is not located in the United States, you can contact our customer service at email@example.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.
Technical support: firstname.lastname@example.org
Customer support: email@example.com
Facebook: XP-PEN (USA)
Twitter: XP-PEN (USA)
Art platform: XP-PEN
Please call customer service at +1 657-445-6129
Phone online time:
Monday to Friday 10:00 - 17:00 PST
Monday to Friday 10:00 - 17:00 UTC/GMT+8