Return Policy

14-Day Right of Return

You have the right to return your item within 14 days of receiving it, without giving a reason. This applies to customers in the United Kingdom and the European Union.

To be eligible for a standard return, items must be returned within 14 days of delivery, unused, in original condition and in the original packaging.

Return shipping costs for standard change-of-mind returns are the responsibility of the customer.

Damaged, defective or wrong item

If your item arrived damaged, defective or you received the wrong product, contact us with your order number and clear photos or a short video. You may be entitled to a free replacement, repair or refund depending on the issue.

Legal guarantee

EU customers have a minimum 2-year legal guarantee if goods are faulty, do not work as advertised or are not as described. This legal guarantee is separate from the 14-day return period and cannot be limited by our return policy.

Import charges and returned orders

Import VAT, customs duties, carrier handling fees and the EU temporary EUR 3 per item customs duty may not be refundable by PureDropsCo if they were charged by customs or a carrier. If you refuse delivery because of unpaid import charges, carrier return or handling costs may be deducted from any refund where legally permitted.

How to request a return or refund

  1. Email PureDropsCo@proton.me with your order number and reason.
  2. For damaged or defective items, attach clear photos or a short video.
  3. We will respond within one business day with next steps.
  4. Once your return is received and approved, your refund will be processed within 5-7 business days.