DrPen.Company Warranty and Complaints Policy

Statutory warranty

We supply products that must comply with the agreement. That means a product must possess the characteristics that you may reasonably expect of it. In the event of a defective product, the consumer is entitled to free repair or replacement, and if that is not possible, to a price reduction or refund.

No additional commercial warranty

DrPen.Company does not provide any additional commercial warranty alongside the statutory guarantee, unless explicitly stated in writing.

Reporting of defects or complaints

We ask customers to report defects or complaints as quickly and as clearly as possible via info@drpen.company. A late notification does not automatically take away your legal rights; for consumers, a reasonable notification period applies.

Closing date for applications

We aim to provide a substantive response within 72 hours.

Possible solutions

If a complaint is upheld, we may proceed to:

• product replacement
• rectify, if appropriate
• refund, if repair or replacement is not reasonable

Exclusions

Warranty or liability may be voided or limited in the event of:

• incorrect or improper use
• use contrary to manuals or safety instructions
• fair wear and tear
• intentional or self-inflicted damage
• use of needle cartridges contrary to the single-use nature

Complaints procedure

1. Submit your complaint via info@drpen.company.
2. Please state your name, order number, date of purchase and a clear description of the complaint.
3. Add photos or other relevant information where possible.
4. We are handling the complaint internally and will respond as soon as possible.
5. If the parties cannot reach an agreement, the consumer may turn to the competent court or other available dispute resolution avenues, where applicable.