Terms of sale

Last updated: 21 October 2026 These terms apply when you buy as a consumer from the G Pen Europe online store at eu.gpen.com. Please read them before you order. Nothing in these terms limits your statutory rights as a consumer.

1. Who we are

You buy from: Retail North Ltd Company number NI650267 54 Scarva Road, Banbridge, BT32 3AU Northern Ireland, United Kingdom Email: help@gpen.com Trading website: retail-north.com Retail North Ltd operates the G Pen Europe online store under licence from Grenco Science, Inc., the owner of the G Pen brand. In these terms, “we” and “us” mean Retail North Ltd and “you” means the customer. All company details are in our Legal notice

2. Who can buy

Our store is only for consumers aged 18 or over. You must confirm your age, and we check it before you pay.
We deliver to the countries listed on our Shipping and delivery page. You can order from any country, but the delivery address must be in a country we deliver to.
If you want to buy for a business or to resell our products, please contact us at help@gpen.com or visit retail-north.com for wholesale enquiries. These terms are written for consumers.

Our age policy

3. Our products

We sell battery powered vaporizers for dry herbs and for concentrates, glass, spare parts, accessories and some merchandise.
Our products contain no nicotine. They are not e cigarettes and are not sold with e liquids.
Use our products only with substances that are legal where you live, and only as described in the instructions.
Our products are not medical devices. They do not prevent, treat or cure any illness.
Each product page shows the main features of the product, its price, its safety information and a link to the instructions.

4. How your contract is made

Choose your products and add them to the cart.
Go to checkout. Enter your email address, delivery address and billing address, and choose a delivery method.
Confirm that you are 18 or over and complete the age check.
Check the order summary. It shows the products, quantities, prices including VAT, delivery costs and the total price. Until you place the order, you can correct your details in the checkout fields or change your cart.
Accept these terms and click the button “Order with obligation to pay”. This is a binding offer to buy the products in your cart.
You pay on the secure payment page of our payment provider.
When your payment succeeds, we accept your offer and the contract is made. We confirm it straight away by email.

If your payment fails or you cancel it, no contract is made. If you do not pass the age check, we cannot accept your order and you are not charged. You can make the contract in English, German, French, Spanish, Italian, Dutch, Polish or Portuguese. We save the text of your contract. Your order confirmation email contains your order details, the withdrawal instructions and the model withdrawal form, and these terms and the withdrawal information are attached to it. If you have a customer account, you can also see your orders there. Please keep the email.

5. Prices

All prices are in euro and include VAT at the rate of the country we deliver to.
Delivery costs depend on the destination and are shown in the cart and at checkout before you order. Orders of €100 or more ship free to most countries.
We do not charge any fee for the payment method you choose.
For deliveries outside the EU VAT area and outside the United Kingdom (for example Switzerland, Norway or the Canary Islands), the authorities or the carrier may charge import VAT, customs duties or a clearance fee on delivery. These charges are not included in our prices and are not paid to us. We explain this on our Shipping and delivery page.
Because Retail North Ltd is based in Northern Ireland, orders to Great Britain, the Republic of Ireland and the European Union are dispatched without additional customs clearance for the customer.
When we show a reduced price, we also show the lowest price we charged in the 30 days before the reduction, and any percentage discount is based on that price.
If a price on our website is obviously wrong, for example because of a typing error, we will tell you as soon as we notice. You can then confirm the order at the correct price or cancel it and get a full refund.

Shipping and delivery

6. Payment

You pay on the secure payment page of our payment service provider. We do not see or store your full card details.
The payment methods available for your order are shown in the cart and at checkout, for example card payment (Visa, Mastercard), Apple Pay and Google Pay.
Your bank may ask you to confirm the payment (strong customer authentication, for example 3 D Secure).
Your payment is taken when you place your order.

7. Delivery

We ship from our warehouse in Banbridge, Northern Ireland. The usual delivery times for each country are on our Shipping and delivery page.
Unless we agree otherwise, we deliver no later than 30 days after the contract is made.
If a product is not available after all, we will tell you without delay and refund what you paid for it within 14 days at the latest.
If we split your order into more than one parcel, we pay the extra shipping.
The risk of loss or damage passes to you only when you, or a person you name who is not the carrier, receive the goods. If a parcel is lost or damaged in transit, we will replace the goods or refund you.
If a parcel comes back to us because it could not be delivered, we will contact you to arrange a new delivery or a refund.

8. Your right of withdrawal

You can withdraw from your contract within 14 days without giving any reason. The period starts on the day you, or a person you name who is not the carrier, receive the goods. If your order arrives in several parcels, it starts on the day you receive the last one. The easiest way is our online withdrawal function: use the link “Withdraw from contract here” at the bottom of every page. You can also email us at help@gpen.com or send us a letter at the address in section 1. If you withdraw, you have to pay the direct cost of sending the goods back to us. We refund the price of the goods and the standard delivery cost within 14 days. The right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. If this applies to a product, we say so clearly on its product page before you buy. We do not charge restocking fees to consumers. The full withdrawal instructions and the model withdrawal form are part of these terms. You find them on our Right of withdrawal page and in your order confirmation email.

9. Legal guarantee

You have a legal guarantee of conformity for every product you buy from us. We are responsible for any lack of conformity that becomes apparent within at least two years from delivery. Some countries give you a longer period. If a product is faulty or not as described, you can ask us to repair or replace it free of charge. If that is not possible, fails or takes too long, you can ask for a price reduction or end the contract and get your money back. If you choose repair, the guarantee period is extended once by 12 months for purchases made from 31 July 2026 where the law of your country provides for this. The legal guarantee is free of charge and these terms do not limit it. Legal guarantee and warranty

10. Manufacturer’s warranty

Some G Pen devices also come with a voluntary manufacturer’s warranty provided by GS Holistic LLC. It is in addition to your legal guarantee and does not replace or limit it. Its terms are on our Legal guarantee and warranty page.

11. Customer service and complaints

For questions and complaints, email us at help@gpen.com or write to us at the address in section 1. We aim to reply within two working days.

12. Liability

We are liable to you in accordance with the law. Nothing in these terms excludes or limits our liability where the law does not allow it, in particular for death or personal injury caused by negligence, for fraud, under product liability law, or under the legal guarantee.

13. Customer reviews

When we show customer reviews, we only show reviews from customers who bought the product from a G Pen store or a storefront operated by Retail North Ltd, we publish positive and negative reviews alike, and we say so if a reviewer received anything in return. We remove reviews only if they break the law or contain personal data of others.

14. Personal data

We handle your personal data as described in our Privacy policy and Cookie policy. The data controller for personal data collected through this store is Retail North Ltd, at the address in section 1.

15. Dispute resolution

We always try to solve any problem directly with you. Please contact us first. We are not obliged and not willing to take part in dispute resolution proceedings before a consumer arbitration board (alternative dispute resolution). If you live in the EU, Iceland or Norway, the European Consumer Centres Network (ECC Net) gives free advice on problems with a trader in another country: www.eccnet.eu

16. Applicable law and courts

Your contract with us is governed by the law of Northern Ireland, without prejudice to the mandatory consumer protection rules of the country where you live. The UN Convention on Contracts for the International Sale of Goods (CISG) does not apply. You can always bring a claim in the courts of the country where you live. We can only bring a claim against you in the courts of the country where you live.

17. Changes to these terms

We may update these terms for future orders. Your order is governed by the terms you accepted when you placed it.

18. Customers in the United Kingdom

If you live in the United Kingdom, you also have the rights given by UK consumer law, in particular the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. They include a 14 day cancellation right, a 30 day right to reject faulty goods for a full refund, and further remedies for faulty goods. Prices for UK delivery include UK VAT.

19. Customers outside the EU and the UK

If you live in Switzerland, Liechtenstein, Norway, Iceland or another country outside the EU and the UK, you can withdraw from your purchase and return goods on the same terms as customers in the EU. Import charges paid to the authorities or the carrier are not paid to us, so we cannot refund them.

20. Business customers

These terms are written for consumers. If you buy as a business or wish to open a wholesale account, the sale is governed by Retail North Ltd’s separate wholesale terms available at retail-north.com, which include different cancellation, return and liability provisions permitted under business to business contract law.