After-Sales Policy | Replacement, Returns, Refunds

In order to provide customers with a consistent and simple return/replacement experience, XP-PEN must meet the minimum return/replacement policy requirements described below. The following requirements will automatically apply to the seller's return/replacement, effective September 24, 2020.

Applicable Conditions For Returns and Refunds:

1. You can initiate a refund request within 30 calendar days from the date of purchase OR within 7 calendar days after receiving the product. We will process your return request within 24 working hours after receiving the return request.

2. The product(s) and packaging should be in a new condition with no evidence of misuse, and should not impact secondary sales.

All original packaging and accessories must be returned together. In case the package is opened but the product remains intact, a 15% deduction will be applied to the refund, except for consumables such as nibs.

Return Shipping Costs:

1. If the customer requests a return/replacement due to their own reasons, or the customer is not in the original country of purchase, the shipping costs need to be borne by the customer.

2. If the product has a hardware problem(please contact our technical support for judgment first), the seller will pay the return shipping cost.

Return Process

• If you have an XP-PEN account

• If you do not have an XP-PEN account

Notice: After you apply for after-sales service, the after-sales staff will contact you within 24 working hours(Please ensure that your purchase email is your usual email, or you can leave your usual email when you request an after-sale service)

Please send an email to shop@xp-pen.com with the necessary information as below

Order number: Required

Reason for return/replacement: Required

If it is a product problem, please send us a description and a video of the issue at the same time.
Then the after-sales staff will review your return request within 24 working hours after receiving the 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 then 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. When you are out of the CA, then you can pay the shipping cost in advance, then send the return shipping invoice and return tracking information to shop@xp-pen.com(Please don’t worry, we will help you reimburse the return shipping fee.)

After you return, it may take up to 25 workdays for the product to be received(Depends on the logistics provider used). After receiving the product, our Return Center will take 2 business days to process the refund. And the refund will take 3 to 5 business days to appear in your account.

Replacement Process

• If you have an XP-PEN account

• If you do not have an XP-PEN account

Notice: After you apply for after-sales service, the after-sales staff will contact you within 24 working hours(Please ensure that your purchase email is your usual email, or you can leave your usual email when you request an after-sale service)

Please send an email to shop@xp-pen.com with the necessary information as below

Order number: Required

Reason for return/replacement: Required

If it is a product issue, please send us a description and a video of the issue at the same time.
Then the after-sales staff will review your return request within 24 working hours after receiving the replacement 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 then 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. When you are out of the CA, you can pay the shipping fee in advance, then send the return shipping invoice and return tracking information to shop@xp-pen.com(Please don’t worry, we will help you reimburse the return shipping fee)

When we confirm the logistics status, then we will help you request a re-issue process within 24 working hours

Return Address :

If the customer is not located in Canada, please contact our customer service at shop@xp-pen.com for the local warehouse address.

Please note that we are unable to request a refund when we did not receive the returned item in the official returns warehouse.

Extended Warranty Policy:

1. The extended warranty cannot be purchased separately, it can only be purchased together with specific products.

2. The extended warranty is not a separate product and does not participate in the 18-month warranty policy. Purchasing the extended warranty only extends the warranty time of the original specific product purchased with the extended warranty.

3. If you have purchased the extended warranty, you can provide the order number to apply for the original specific product's extended warranty.

4. The extended warranty cannot be requested a refund separately.

Christmas Season Return Policy:

We offer a deferred return policy for Christmas orders from Dec 01 to Dec 31.
For example, if your order was placed between Dec 1, 2019, and Dec 31, 2019, you can apply a return process before Jan 31, 2020.

Contact us

Phone online time:
Monday to Friday 10:00 - 17:00 PST

Please note that during special periods our customer support may not be able to answer the call in time (you can contact online live chat or leave a message to ask for phone service, our customer support will call you back)

Estore live chats time:
Monday to Friday 10:00 - 17:00 UTC/GMT+8

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