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Return Policy

For unopened, unused products purchased on our website, PEPAX Official Store offers a 30-day return policy from the date of the original invoice.

Please check your order upon receipt and if the item is defective, damaged, or if you have received the wrong item, please contact us immediately so that we can assess the problem and correct it.

General Return Requirements

  1. The product must be in new condition, unworn or unused.
  2. The product comes with tags, in its original packaging, and should be returned with all accessories.PEPAX reserves the right to charge a fee for any damaged or missing parts, which will be deducted from the refundable amount.
  3. PEPAX will not accept returns for damage caused by the customer's responsibility after the customer has received the item.
  4. You need to contact us at first. If your return is accepted, we proceed to the next step. Items returned to us without first requesting a refund will not be accepted.
  5. Tattoo machines with different strokes can be contacted for replacement before shipment, no replacement will be accepted after shipment has been made.
  6. The tattoo needle models in the set will be fine-tuned according to the stock situation, if you do not have the desired model, we recommend purchasing it separately, and we do not accept returns or exchanges for this reason.
  7. The fastest way to make sure you get what you need is to repurchase and later return the products you don't need to pepax.

Tattoo Machine Return Policy

  1. Unopened machines can be returned for a refund, refer to the process above.
  2. If you have a problem with your machine and the machine is under warranty (pepax offers a one year warranty on all machines, except for human damage), please follow the steps below:
  • Take a video of the product problem and send it to describing the problem you are experiencing with your machine with your name, region and order number.
  • We will confirm that your machine is working properly and provide a solution to fix your machine (if there is a problem). If the problem cannot be fixed, we will follow the standard return process.
  1. If it has been more than a year since you purchased your machine, you can still send it in for repair. If your repair requires payment, we will send you an email prior to making any type of repair.
Due to cross-contamination issues, products will not be accepted for return if they have been used after unpacking without quality issues. Please pay attention to stroke selection before purchasing. Click for stroke selection suggestions.

Return Process

Step 1:

Please take a video of the product issue and email it to and include the following information in the email:

3.Order number
4.Product to be returned
5.Reason for return

We will submit the video and content you sent to the R&D department, who will review it to determine the problem. It will take 1-2 working days, during which you can contact the staff to inquire about the progress.

Step 2:

After you have received your return authorization, we will provide you with our address and specific requirements. Please make sure to package your machine securely. We are not responsible for machines lost or damaged in transit.

Step 3:

Once we have received and inspected your return, we will notify you and let you know if the refund is approved. If approved, you will automatically receive a refund via your original payment method. Keep in mind that your bank or credit card company may also take some time to process the refund, which will arrive within approximately 7 business days.

Exceptions/Non-Returnable Items

Tattoo cartridges are disposable products and those that have been opened may cause infection control issues and cannot be returned.

If there is a quality issue or missing cartridge, you can contact the official email address and explain the specific issue attaching a photo. If the product does have a problem, we will follow the standard return process.

Shipping Costs

  1. Consumers are responsible for the costs associated with returning the product; the exact cost depends on the courier company chosen.
  2. Return shipping fees will not be charged for items damaged or incorrectly sent due to our negligence.

Delayed or Lost Refunds

  1. Check your bank account and contact your credit card company.
  2. Contact your bank if needed.
  3. For further assistance, please email us at the official email address


  1. Customers will be responsible for their own return costs and time and must prepay all shipping or related costs.
  2. Customer assumes all risk of loss or damage to the product during shipment to PEPAX.
  3. Refunds will be processed within 7 days after the returned item has been inspected. We are not responsible for delays caused by third parties (e.g. payment processes, etc.).
  4. If you are shipping an item back to us, we recommend using a traceable shipping service or purchasing shipping insurance.

Basic Troubleshooting

1.Cordless machine and tattoo cartridges don't fit?
  • The pepax cordless machine fits most standard tattoo cartridges. So we won't allow returns for refunds for this reason, you can try with pepax cartridges or other standard size cartridges.
2.Why is the battery draining fast?
  • Reason: It may be caused by the self-discharge of the lithium battery. We sell batteries with a certain initial charge for initial testing and subsequent storage. However, this means that the batteries are in a semi-activated state and will continue to consume power, resulting in a discrepancy between the displayed power level and the actual power level.
  • Measure: You will need to perform a thorough charge before use to fully activate the battery.
3.Hertz adjustment is not effective?
  • The striking force of the cordless pen relies mainly on voltage regulation, Hertz is only used in conjunction with it. In different tattoo styles and specific use scenarios, it is normal that fine-tuning the Hertz produces an inconspicuous effect. This is not a quality problem of the product itself, so no return is allowed.
For operational problems, click on the manual below: