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:
We gladly accept returns within 30 days upon receipt of the device.
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.
We gladly accept returns within 30 days of purchase.
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
Email us at firstname.lastname@example.org (Recommend)
Step 2: Ship the item back via Royal Mail/ DPD/HERMES_UK to assigned place.
You can contact our customer service: email@example.com for local 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.
Return shipping fee:
If the product itself has no hardware problem, the buyer is responsible for return shipping fee.
Special Return Policy For Holiday Season:
We provide 60 days Extended Return Policy for the Holiday Season Order made from 2020.10.6-2020.12.26!
For example, if your order made on 2020.11.1, delivered on 2020.11.5, you can return it before 2021.1.3
Additional Return/Replacement Policy
If there's a hardware issue of your product, we will send you a new product to replace it.
Please return the faulty product to our return address and provide us with its tracking information. We will send you a replacement when we receive the returned one.
1. A deposit on the replacement is required in the following situation.
Customer requires to receive the replacement product before sending the original product to XP-PEN for personal reason.
Deposit = 60% of the original product value.
For example, The price of Artist 12 is £199.99, if you want to receive the replacement product before the return of the original one.
You are required to pay the £120 (£199.99*60%=£120)
The deposit will be refunded upon the receipt of the returned product.
2. Please keep instant proofs of the package and product once you find anything missing after receiving the package. Otherwise, we're unable to investigate the situation due to the lack of information.
For Technical Support: firstname.lastname@example.org
For Order Support: email@example.com
Customer service Working Time:
From Monday to Friday
10 am to 5 pm PST
10 am to 5 pm UTC/GMT+8
US: (+1) 657-445-6129