Returns and refunds

Last updated: 9 October 2026

Changed your mind, or is something wrong with your order? Here is how to send items back and get your money back.

Changed your mind? You have 14 days

You can withdraw from your order within 14 days of receiving it, without giving a reason. You can return opened items too.

Step 1. Tell us

Use our online withdrawal function, “Withdraw from contract here”, at the bottom of every page. You can also email us at help@gpen.com, or use the model form on our Right of withdrawal page.

Step 2. Pack your items

Please include everything that came in the box, such as cables, tools, parts and the instructions. The original packaging is helpful but not required. Pack the items well so they do not break on the way. Glass needs extra padding.

Step 3. Send them back within 14 days of telling us

Send the items to this address:

Retail North LTD (FAO Grenco Holistic), 54 Scarva Rd, Banbridge, BT32 3AU, Northern Ireland (UK)

Please write your original order number on a piece of paper inside the package and on the outside of the package. Keep your proof of postage.

You pay the cost of sending the items back. We recommend a tracked service.

Our devices contain lithium-ion batteries, and carriers have rules for sending them. Send a device with its battery inside, switched off. Do not send loose or damaged batteries. If a battery is swollen or damaged, contact us before you send anything and we will tell you what to do.

Your refund

We refund the price of the items and the standard delivery cost you paid for them.
If you chose a more expensive delivery option, we refund only the cost of our cheapest standard delivery.
We refund within 14 days of the day you told us you are withdrawing. We may wait until we have received the items back, or until you send us proof that you posted them, whichever comes first.
We refund to the same payment method you used, unless you agree to something else. We do not charge any fee for the refund and we do not make you accept store credit.
Your bank or card issuer may take a few days to show the money in your account.

You can open and try a product the way you could in a shop. If you used it more than that, for example by heating material in a vaporizer, we may deduct an amount for the loss in value. We look at each case separately and explain any deduction. There is no fixed restocking fee.

Cancelling before your order ships

If your order has not left the warehouse yet, email us at help@gpen.com with your order number and we will try to stop it and refund you in full. If it has already shipped, you can still withdraw and return it as explained above.

Faulty or not as described

If a product is faulty or not what you ordered, you have a legal guarantee of at least two years from delivery. This is separate from the 14-day right of withdrawal, and you do not pay any costs for it.

Email help@gpen.com with your order number, a short description of the problem and, if you can, photos or a short video.
We may suggest some simple troubleshooting steps first. You do not have to accept them instead of your rights.
If the item is faulty, we repair or replace it free of charge, including shipping. If that is not possible or does not solve the problem, you can get a price reduction or a full refund.

Legal guarantee and warranty

Damaged in transit, missing or wrong items

Please check your parcel when it arrives and tell us as soon as possible, ideally within 7 days, if something is damaged, missing or wrong. This helps us claim from the carrier. It does not shorten your legal rights.
If the parcel is damaged, please keep the box and packaging and send us photos of the box and the items.
We send a replacement or the missing item free of charge, or refund you if you prefer.

Customers in the United Kingdom

UK customers have the same 14-day right to cancel. If goods are faulty, you also have a 30-day right to reject them for a full refund under the Consumer Rights Act 2015.