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.（If there is a hardware problem within 30 days, you can request a replacement or a full refund. If the product is opened and the customer does not want it, we can only give 80% of the full amount）
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.
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
If we have reviewed your return request.
If the buyer pays the return shipping cost, please use AU Post 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 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 AU customers):
29 Tintern Ave, Telopea, NSW 2117, Australia
G2/391 Park Road, Regents Park NSW 2143 Australia
If the customer is not located in the Australia, you can contact our customer service at email@example.com for the local warehouse address.
Technical support: firstname.lastname@example.org
Customer support: email@example.com
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