LifeStraw EU Return PolicyUpdated 8 days ago
If you would like to return an item purchased from our EU LifeStraw website, please follow the guidelines below.
Right of Withdrawal — 14-Day Cooling-Off Period
If you are a consumer purchasing from lifestraw.com in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason, subject to the exceptions listed 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 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.
45-Day Refund Policy
Customers who purchase directly from the EU LifeStraw website may request a refund within 45 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. Refund processing begins after any required return inspection or case review. 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.
Return Address
Please ship eligible returns to:
LifeStraw Returns Dept.
Walravenlaan 11
1119 ME Schiphol-Rijk
The Netherlands
Return Instructions
- Email us at [email protected] before shipping a product only if our support team has asked you to return it. Please include:
- The specific items you are returning
- The date of purchase
- The tracking number once your package is in transit
- LifeStraw is not responsible for lost or stolen shipments, or shipments returned outside of the applicable return window.
Refunds
For 45-day refund requests, we begin processing the refund after any required return inspection or case review. For Right of Withdrawal requests, reimbursement follows the statutory timelines above and may be withheld until we receive the goods or evidence that they were shipped.