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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: 


Graphic tablet/display:

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.


For Accessories:

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

             Or

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

Step 2: Ship the item back via Royal Mail/ DPD/HERMES_UK to assigned place.


You can contact our customer service: shopuk@xp-pen.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 address in the UK:
Recipient: XPEN-ATAN-20201029
Return address:
Oriental Global Logistics Limited KMUK Site Unit B,
Crosspoint Distribution Park. Swallowfield Way
Hayes
UB3 1DQ
United kingdom
Mobile: +44(0)782 6845 785
Tel Office: +44 (0) 1753682652


Return address in EU:

Recipient: YHK(Neuss)

ADD:Bahnhofstraße 45

Post code:41472 
CIty:Neuss

Country:Germany
Tel: 00491704592037/01704592037


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 2021.10.6-2021.12.26!

For example, if your order is made on 2021.11.1 and delivered on 2021.11.5, you can return it before 2022.1.3


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 = 70% 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 £139.99 (£199.99*70%=£139.99)
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.



Contact us

For Technical Support: service@xp-pen.com

For Order Support:  shopuk@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


Service Center:

US:  (+1) 657-445-6129


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