How do I return a product?

Got something that's not quite right? You can usually return products, but there are a few important rules to follow. The key is to let us know within 14 days of delivery and make sure the item is completely unused.

Here’s a simple breakdown of how it works.

First, check if you can make a return

Our return policy depends on who made the purchase. The official 14-day right of withdrawal is designed for individual consumers.

Heads up: The 14-day right to return an item applies exclusively to consumers, not to business customers. Most orders placed on Droppe are for businesses, so this right may not apply.

How to start a return (for eligible orders)

If your order qualifies for a return, here are the steps to follow:

Contact us first: You must email our team at orders@droppe.com within 14 days of receiving your order to let us know you want to make a return. We'll guide you through the next steps.

Pack it up right: Make sure the product is in its original packaging, is completely unused, and is in a resalable condition with all original tags and labels still attached.

Ship it back: Once we approve the return, you have another 14 days to send the product back to us. We will provide you with the correct return address, which could be a warehouse in another EU country.

Quick tip: We can't accept a return if the product has been used. Please double-check that it's in perfect condition before you pack it up.

What to know about refunds

After we receive and inspect the returned item, we will process your refund within 14 days. The money will be sent back to the original payment method you used for the purchase.

Good to know: You are responsible for covering the cost of return shipping, unless the product you received was defective or damaged.

What if my item is damaged or wrong?

If your gear arrives broken, defective, or it's simply not what you ordered, please let us know immediately.

You need to contact us at orders@droppe.com within 48 hours of the delivery. Depending on the issue, we can help with a replacement, repair, or refund.

Quick tip: Be sure to take photos of the damage or the incorrect item as soon as you notice it. We'll need these pictures for our records to get things sorted for you.

Common follow-up questions

Are there items I can't return?

Yes, a few items are exempt from our return policy. These typically include:
Custom or personalized items made just for you.
Opened or used safety and protective gear, due to hygiene concerns.
Perishable goods.
Sealed products that have been unsealed after delivery and can't be returned for health reasons.

Who pays for the return shipping?

You are responsible for the cost of return shipping. The only exception is if the product we sent you was already damaged or defective on arrival.

Need a hand? Chat with us anytime.

Updated on: 15/06/2025