LifeStraw EU Return PolicyUpdated 15 days ago

If you bought from our EU website, you have two ways to get your money back, plus legal protection if the product is faulty. Pick the one that fits.

Damaged, defective or wrong item? Your legal rights are not affected by either option above. See Damaged, defective or quality issue.

How to use your 14-day right of withdrawal

1. Tell us you're withdrawing before the 14 days end. You're on time if you send your message before the deadline.
2. Use the Withdrawal Request function on eu.lifestraw.com, email [email protected], or use the model withdrawal form.
3. Contact us for return instructions. After you tell us, you generally have 14 days to send the goods back.
4. Ship the goods to the return address below and send us the tracking number.

How to use the 30-day refund

1. Email [email protected] with your EU order number and the reason for your request.
2. Wait for our reply. We'll tell you whether you need to send the product back.
3. If we ask for a return, follow our instructions, including any product condition or packaging requirements.
4. Email us the items you're returning, your purchase date and the tracking number once the package is in transit.
5. We process your refund once we receive and inspect the product. Allow up to 15 days for processing.

Return address

LifeStraw Returns Dept.
Walravenlaan 11
1119 ME Schiphol-Rijk
The Netherlands

Common questions

Is there a warranty?

Yes. LifeStraw products and parts carry a 3-year limited warranty from the date of purchase. Carbon filters carry a 60-day limited warranty. See Are LifeStraw products covered by a warranty? for what's covered and how to make a claim. This is separate from your legal rights.

How should I handle the product while I decide?

You can inspect it as you would in a shop: enough to see what it is and how it works. If you handle it more than that, we may reduce your refund to reflect the lost value.

Are there items I can't withdraw from?

Yes. Sealed goods that aren't suitable for return for health or hygiene reasons, once you've unsealed them after delivery. This applies only to products or parts that can't safely be resold once opened or used.

I chose faster delivery. Do I get that back?

No. We refund the standard delivery cost. If you chose a more expensive option, the difference isn't refunded.

How will I be refunded?

To the same payment method you used for the original order, unless we agree otherwise.

What if my package is lost on the way back?

We aren't responsible for lost or stolen shipments, or for shipments returned outside the return window. Use a tracked service.

I bought on Amazon or from another seller.

We can't accept returns from Amazon or other third-party sellers, and we can't take responsibility for items sent to us. See Bought from a retailer.

I'm in the EU. Which website should I use?

EU customers should order from the LifeStraw EU website. If you ordered on the US site and are now in the EU, contact us at [email protected].

Full terms: right of withdrawal

If you are a consumer purchasing from our EU website in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason, subject to the exceptions below. This Right of Withdrawal does not affect your statutory rights if goods are defective, damaged, incorrect, or otherwise do not conform to your order.

Withdrawal period

The 14-day withdrawal period begins on the day you, or a third party designated by you other than the carrier, take physical possession of the goods. If your order is delivered in multiple shipments, the withdrawal period begins on the day you, or a third party designated by you other than the carrier, receive the last item in the order.

How to exercise your right of withdrawal

To exercise your right of withdrawal, you must inform us of your decision to withdraw by a clear and unambiguous statement before the 14-day withdrawal period expires. You may do this by:

• Using the Withdrawal Request function available on eu.lifestraw.com, which will generate an email confirmation;
• Emailing us at [email protected] with a clear statement that you wish to withdraw from your purchase; or
• Using the model withdrawal form made available by LifeStraw. You are not required to use the model withdrawal form, and you may use any clear and unambiguous statement to notify us of your decision to withdraw.

Your withdrawal request is considered submitted on time if you send your communication before the 14-day withdrawal period expires.

Returning the goods

After you notify us of your decision to withdraw, you generally have 14 days to send the goods back. Contact LifeStraw for return instructions before shipping your product.

You are responsible for the direct cost of returning the goods to us, unless otherwise stated. To be clear, we reimburse the standard delivery cost we charged to send the goods to you, but you are responsible for the cost of sending the goods back to us.

Reimbursement

If you withdraw from your purchase, we will reimburse all payments received from you for the original order, including the standard outbound delivery cost we charged you.

We will not reimburse any supplementary delivery costs if you selected a delivery option that was more expensive than our least expensive standard delivery option.

We will make any reimbursement without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. If a return is required, we may withhold reimbursement until we receive the goods or you provide evidence that you have sent them back.

Unless expressly agreed otherwise, we will use the same means of payment you used for the original transaction.

Your responsibility for handling the goods

You may inspect the goods as necessary to establish their nature, characteristics, and functioning, similar to what would reasonably be allowed in a shop before purchase. You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons if they have been unsealed after delivery.

This exception applies only where the goods are both sealed and genuinely unsuitable for return once unsealed for health protection or hygiene reasons. LifeStraw will apply this exception only to products or product components where the nature of the item makes it unsuitable for return once unsealed for health protection or hygiene reasons. This may include specific sealed products or components that cannot be safely or appropriately resold once unsealed or used.

Full terms: 30-day refund

Customers who purchase directly from the EU LifeStraw website may request a refund within 30 days of the original purchase. This voluntary refund policy is separate from EU statutory withdrawal and consumer-guarantee rights.

To request a refund, contact us with your EU order number and the reason for your request, such as a quality or defect issue or a change of mind. Our team will review the details and let you know whether a return is required. Please wait for our instructions before shipping a product.

If our support team asks you to return a product, follow the return instructions provided, including any product condition or packaging requirements. You are responsible for return shipping costs unless otherwise stated. For returns requested after the 14-day Right of Withdrawal period for reasons other than quality, defect, or damage, we do not reimburse the original outbound delivery cost. Refund processing begins after any required return inspection or case review, and takes up to 15 days. This differs from the 14-day statutory withdrawal process above, where eligible original standard delivery costs are refundable.

Important notes

• Returns are only accepted for items purchased directly from the EU LifeStraw site.
• We cannot accept returns from Amazon or other third-party sellers. If such items are sent, we cannot take responsibility for them.
• LifeStraw is not responsible for lost or stolen shipments, or shipments returned outside of the applicable return window.

Related articles

• Returns and refunds: start here
• Damaged, defective or quality issue