Right of withdrawal

Last updated: 9 October 2026

If you are a consumer, you have a legal right to withdraw from your purchase within 14 days, without giving a reason. This page explains how it works.

The quickest way is our online withdrawal function. It works for guest orders too, and you do not need to log in.

Withdraw from contract here

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Withdrawal instructions

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

If you ordered several goods in one order and they are delivered separately, the withdrawal period will expire 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right of withdrawal, you must inform us:

of your decision to withdraw from this contract by an unequivocal statement (for example a letter sent by post or an email). You may use the model withdrawal form below, but it is not obligatory.

You can also withdraw online with the function “Withdraw from contract here”, which you find at the bottom of every page of our website. If you use it, we will send you an acknowledgement of receipt on a durable medium (by email) without delay. It contains the content of your withdrawal statement and the date and time you sent it.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.

We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us at:

without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

End of withdrawal instructions

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Exceptions

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. If you do not break the seal, you can withdraw as normal.

Complete vaporizers, glass, bundles and other items can be returned in the normal way.

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How to use the online withdrawal function

1. Click “Withdraw from contract here” at the bottom of any page.
2. Enter or confirm:
   • your name
   • your order number (filled in for you if you are logged in)
   • the email address where we should send the acknowledgement
   • if you want to withdraw only for some items, choose them (optional)
   • a reason (optional, you do not have to give one)
3. Click “Confirm withdrawal”.
4. We send you an email straight away. It shows everything you sent and the date and time you sent it. Please keep it.
5. We then send you return instructions.
6. Please write your original order number on a piece of paper inside the package and on the outside of the package.

If you have any trouble with the online function, just email us at help@gpen.com. Your withdrawal is valid however you send it, as long as you send it within the 14 days.

Returns and refunds: how to send items back

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Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To:

help@gpen.com

• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
  ______________________
• Ordered on (*) / received on (*): ______________________
• Name of consumer(s): ______________________
• Address of consumer(s): ______________________
• Signature of consumer(s) (only if this form is sent on paper): ______________________
• Date: ______________________

(*) Delete as appropriate.