Legal guarantee and warranty

Last updated: 8 October 2026

When you buy from us, you are protected in two ways:

1. The legal guarantee: by law, for every product, for at least two years, free of charge.
2. The G Pen manufacturer’s warranty: voluntary, for G Pen devices, in addition to the legal guarantee.

You can choose which one to use. Using the warranty never reduces your legal guarantee.

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Part A: your legal guarantee

What it covers

Everything you buy from us must conform to the contract. This means that it must:

• match the description on our website and have the features and quality we described
• be fit for the purposes for which products of this type are normally used
• come with the accessories and instructions you can reasonably expect
• be as durable and perform as well as you can reasonably expect for this type of product

If a product does not meet these requirements, it has a lack of conformity (a defect).

How long it lasts

We, the seller, are responsible for any lack of conformity that becomes apparent within two years of delivery. Some countries give you a longer period, for example Portugal (three years).

If a defect appears within one year of delivery (two years in some countries, such as France and Portugal), the law presumes that it already existed at delivery, unless we prove otherwise.

What you can ask for

1. Repair or replacement, free of charge (including shipping), within a reasonable time and without significant inconvenience for you. You choose between repair and replacement, unless your choice is impossible or would cost us disproportionately more than the other option.
2. If repair or replacement is not possible, is refused, takes too long or does not work, or if the defect is serious: a price reduction, or you can end the contract and get your money back. You cannot end the contract for a minor defect.

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 (Directive (EU) 2024/1799).

Free and cannot be limited

Our terms, the manufacturer’s warranty and product registration do not limit your legal guarantee. You do not need to register your product to use it.

How to claim

• Email help@gpen.com with your order number and a short description of the problem. Photos or a short video help us to help you faster.
• Please tell us as soon as you can after you notice the problem. In some countries you have to inform the seller within two months of noticing a defect.
• We may suggest simple troubleshooting steps from the product guide. If they do not solve the problem, we repair or replace the product.
• If we ask you to send the product back, we pay the shipping.

The seller responsible for the legal guarantee:

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Part B: G Pen manufacturer’s warranty

Your legal rights are not affected. You have a legal guarantee of conformity from the seller for at least two years, free of charge. The manufacturer’s warranty is voluntary, does not replace or limit the legal guarantee, and you can always use the legal guarantee instead.

Who gives the warranty

The warranty is given by the company named below, which owns the G Pen brand. Contact: help@gpen.com.

What is covered and for how long

The warranty covers defects in materials and workmanship of the electronic parts (battery, heating element, circuit board) of these devices, from the date of delivery:

Warranty period	Devices, including special editions and collaborations
1 year, extended to 2 years when you register the device	G Pen Dash+, G Pen Elite II, G Pen Hyer
6 months, extended to 1 year when you register the device	G Pen Dash, G Pen Dash II, G Pen Micro II, G Pen Micro+, G Pen Connect, G Pen Roam
90 days	G Pen Hydout, G Pen 510 Original, G Pen Melt

The warranty period is also shown on each product page. If a product page shows a longer period than this table, the longer period applies.

Registration is only needed for the extra time where the table says so. It is never needed for your legal guarantee.

Register your device

The warranty applies to devices bought from this store or from an authorised G Pen retailer, in all countries we deliver to.

What the warranty does not cover

These limits apply only to the voluntary warranty, not to your legal guarantee:

• parts that wear with normal use: mouthpieces, airflow strips, tanks, coils and chambers
• glass, unless it arrived broken
• the normal, gradual loss of battery capacity over time
• damage from drops, water, heat, chemicals or other accidents
• damage from misuse, use not described in the instructions, modifications or repairs by others
• cosmetic damage such as scratches
• counterfeit products, and products not bought from G Pen or an authorised retailer
• lost or stolen items

What we do

If your claim is covered, we repair or replace the device free of charge, including shipping. If the model is no longer available, you get an equivalent model or, if you prefer, a refund of the price you paid.

How to claim

1. Email help@gpen.com with your order number, or another proof of purchase from an authorised retailer, and a description of the problem.
2. We aim to reply within two working days. We may ask for photos or a short video to understand the fault.
3. If we need the device back, we send you instructions and a prepaid label.
4. We aim to complete your claim within 10 working days after we receive everything we need.

Counterfeit products

Counterfeit G Pen products are sold online, for example on some marketplaces. They are not made to our standards and may be unsafe. Buy from G Pen or an authorised retailer.