Refund and Returns Policy
We want you to feel confident ordering from FreshPen. This policy explains how returns, replacements, and refunds work, and reflects the fact that our products are temperature-sensitive cosmetic items shipped in cold-chain packaging.
Inspect Your Order on Arrival
Because our products are shipped cold-chain, please open and check your parcel as soon as it arrives. If the insulation, packaging, or product itself looks damaged, or if you received the wrong item, contact us within 48 hours of delivery at support@fresh-pen.com or on WhatsApp with your order number and a photo of the issue. We will arrange a free replacement or a full refund once we’ve confirmed the problem — whichever you prefer.
Unopened, Unused Products
If you change your mind, you may request a return within 7 days of delivery, provided the product is unopened, unused, and in its original sealed packaging. Once a product’s seal has been opened, it cannot be returned or exchanged for hygiene and safety reasons — this is standard practice for cosmetic and skincare products. Please contact us before sending anything back; we’ll confirm eligibility and provide instructions.
What Is Not Eligible for Return
- Products that have been opened, used, or had their tamper seal broken
- Requests made more than 7 days after delivery (or more than 48 hours after delivery for a damage/wrong-item claim)
- Products damaged after delivery due to improper storage (for example, left outside the recommended temperature range for an extended period)
- Gift cards or promotional items, where applicable
Order Cancellations
Orders placed with bank transfer, QRIS, COD, or USDT are held as “on-hold” until payment is confirmed. You may cancel or change the payment method for an on-hold order at any time before payment is confirmed by contacting us on WhatsApp. Once an order has been marked as paid and has started processing for shipment, it can no longer be cancelled, but the return process above still applies once it arrives.
Non-Delivery or Lost Parcels
If tracking shows your order as delivered but you did not receive it, or if a parcel is significantly delayed, let us know and we will investigate with our shipping partner. If the parcel is confirmed lost in transit, we will send a replacement at no extra cost or issue a full refund.
How Refunds Are Processed
Approved refunds are returned via the original payment method where possible (bank transfer, card, or USDT to the sending wallet). Bank and card refunds are typically reflected within 3–7 business days after approval, depending on your bank; USDT refunds are typically sent within 1–2 business days. We will confirm with you once a refund has been issued.
Need Help?
Our team is happy to help with any return, replacement, or refund question. Contact us at support@fresh-pen.com or via WhatsApp (0858-9116-4312), Monday–Saturday, 10.00–20.00 WITA, with your order number ready.