Returns & Exchanges

Our goal is for you to be fully satisfied with your purchase. These are the terms for cancellations, returns and exchanges on orders placed at ca.gpen.com. They are part of our Terms and Conditions.

Cancelling an order

An order can be cancelled any time before it ships. Email help@gpen.com with your order number as soon as possible.
If a shipping label has already been made for the order, it is too late to cancel, and the order must be returned in its original packaging.

Returns and exchanges

You can ask for a return or exchange within 30 days of the day your order is delivered.

To qualify for an exchange or store credit, the goods and packaging must not have been opened, damaged or used. Once the outer packaging has been removed from the product, it is considered final sale and cannot be returned.
Mystery Boxes and bundles are final sale and cannot be returned.
Requests must be made in writing; an email to help@gpen.com is enough. Include your order number and the item(s) you want to return or exchange.
Once your return is authorized, send the goods back with their original packaging within 7 business days. Returns go to our warehouse in Quebec; customer service will give you the return address.
Return shipping is paid by the buyer.
We check every return when it arrives. If an authorized return reaches us opened or used, a 50% restocking fee applies.

This return policy does not limit any rights you have under the consumer protection laws of your province or territory, including the Quebec Consumer Protection Act.

Damaged, missing or incorrect items

Please check your order as soon as it arrives and contact us within 24 hours of delivery if anything is wrong.
If your order was damaged in transit, keep all of the packaging and send us photos of the packaging and the item(s); we may need them to make a claim with the carrier.

Defective products

If a device stops working because of a manufacturer defect, it is covered by the G Pen Limited Warranty rather than this return policy. See our Warranty page for coverage and how to make a claim.