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Help & Support>Returns Policy >Return/Refund Policy

Return/Refund Policy

We value your business. If you're not completely satisfied with the XP-Pen experience, you can submit the return/refund request to us. 


Applicable conditions for returns and refunds: 


Return Address:(Before returning, please email us: wsl@xp-pen.com)



XP-PEN

Address:stephanshügel 18

Postcode:65549 

City:Limburg an der Lahn

Country:Germany

Tel: +49 1704592037


Graphic tablet/display:

We gladly accept returns within 30 days upon receipt of the device. 

If there is a hardware problem (please contact our technical support for judgment first service@xp-pen.com), we would replace a new one or do a full refund after confirmation.

If the customer requests a return/replacement due to their own reasons, and the product is opened without new condition, we can only do up to 80% of the full amount. The shipping cost would be borne by customers. )

Products must be in like-new condition with no signs of customer abuse.

Original sales package and all items included must be returned to receive credit.


For Accessories:

We gladly accept returns within 30 days of purchase. 

The buyer is responsible for return shipping and handling of accessories.


2 Step Return Process

Step 1: Contact customer support at +1 657-445-6129,  Mon-Fri 10am to 5pm p.s.t

             Or

             Email us at  service@xp-pen.com  (Recommend)

Step 2: Ship the item back via International shipping delivery to the assigned place.


You can contact our customer service: wsl@xp-pen.com for warehouse address.

Then send us the tracking number of the returned item and the logistics carrier.

We will refund/replace a new item to you when we receive the return one.

The refund will be done within 7-14 business days after getting the item.


Return shipping fee: 

If the product itself has no hardware problem, the buyer is responsible for the return shipping fee.


Special Return Policy For Holiday Season:

We provide 50 days Extended Return Policy for the Holiday Season Order made from Nov.15th to Dec.25th.

For example, if your order made on Nov 15th, delivered on Nov 20th, you can return it before Jan.9th.2021.


Contact us

For Technical Support: service@xp-pen.com

For Order Support:  wsl@xp-pen.com


Customer service Working Time:

From Monday to Friday

10 am to 5 pm PST

10 am to 5 pm UTC/GMT+8