How do I return a product?

Got something that's not quite right? It's usually possible to return products, but the rules depend on whether you're buying for yourself or for a business. The key for consumers is to act within 14 days of delivery.

Here’s how it works, step-by-step.

First, check if your order is eligible

Our return policy is based on who made the purchase. The official 14-day right of withdrawal is a legal protection for individual consumers.

A consumer is anyone buying products for purposes mainly outside their trade, business, or profession.

Heads up: This 14-day right to return an item is specifically for consumers. Most orders on Droppe are for businesses (B2B), so for business orders, returns are handled differently and this right does not automatically apply.

How to start a return (for consumer orders)

If your order qualifies for a return as a consumer, here’s what to do:

1. Tell us you want to return it. You must let us know within 14 days of getting your items. The easiest way is to send an email to frage@droppe.com or talk to our team on the chat.
2. Pack it up. Put the item back in its original packaging. You can inspect the item, but you are responsible for any loss in value if it's handled more than necessary to see if it works.
3. Ship it back. You have another 14 days to send the product back to the return address we provide, which comes from the supplier.

Quick tip: You have to cover the direct cost of return shipping, so make sure it's worth it before you send it back.

What to know about refunds

Once we get the returned item (or proof you've sent it), we'll process your refund.

We will refund you the full purchase price, including the original standard delivery costs, within 14 days. The money will go back to the same payment method you used for the order.

Good to know: We can't accept returns for certain items, like custom-made products or sealed hygiene products that you've opened.

What if my item is damaged or wrong?

If your gear arrives broken, defective, or it's not what you ordered, contact us immediately.

This is covered by our Droppe Support Promise. We are your single point of contact and will work with the supplier and carrier to find a fair solution for you.

Quick tip: Take a few photos of the damage or the incorrect item right away. These pictures help us sort things out much faster for you.

Common follow-up questions

Are there items I can't return?

Yes. The right of withdrawal doesn't apply to:

• Goods made to your specific customizations.
• Sealed items that aren't suitable for return for health or hygiene reasons if they have been unsealed after delivery.

Who pays for the return shipping?

You are responsible for paying the direct costs to ship an item back to the supplier. The only time this isn't the case is if we're resolving an issue with a defective or incorrect item under our Support Promise.

Need a hand? Chat with us anytime.

Updated on: 18/07/2025