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I had a very disappointing experience with this company.
I purchased a Dr. Pen device and returned it within the statutory cancellation period. The item was not used and was never removed from the packaging. Only part of the outer plastic film on the box was opened.
Despite this, the company refused to issue a refund. They relied on both "hygiene" reasons and "diminished value," but did not provide clear or consistent justification for either. At one point, they stated they were "unable to confirm" whether the product had been removed or used, even though I had provided photographs showing its condition prior to return.
They initially offered a partial refund as a "gesture of goodwill," but later withdrew this offer and maintained a full refusal. I have now had to escalate the matter through Klarna.
From my experience, the returns process is not handled in a transparent or consistent way, and resolving even a simple return became unnecessarily complex.
I would advise others to carefully consider this before purchasing.