Damaged, defective or quality issue: what to doUpdated 15 days ago

Contact us first. Don't ship the product back until we give you instructions.

This covers products that arrived damaged in shipping, don't work properly, or have a quality problem. Report shipping damage and defects within 30 days of your order date.

Where you bought it	Where to start	What to send
LifeStraw.com, shipped to the US	Email [email protected] before you start a return. We'll tell you the next step.	Your order number or a copy of your invoice Your product name or model A short description of the issue Photos, if you have them Your country and postal code
LifeStraw.com, shipped to Canada or the UK	Email [email protected] before you send the product.	Your order number or a copy of your invoice Your product name or model A short description of the issue Photos, if you have them Your country and postal code
LifeStraw EU website	Email [email protected].	1 to 2 photos of the issue A short description of the problem Product size and color, if applicable Proof of purchase: your order number or a copy of the invoice Your shipping address and phone number
Amazon, REI, Target or another retailer	Contact the retailer or distributor you bought from first.	See Bought from a retailer.

What happens next

Send your request using the table above.
Wait for our reply. For EU requests, allow up to 3 business days.
We review your details and reply with next steps.
Follow our instructions exactly. Don't ship anything before then.

Submitting a request doesn't guarantee approval, a replacement or part availability. Our team reviews it and confirms the options.

Deadline

Report shipping damage and defects within 30 days of your order date, whether you ordered on LifeStraw.com or our EU website. If a defect shows up later, the 3-year warranty below may cover it.

Warranty

LifeStraw products and parts carry a 3-year limited warranty against defects in materials and workmanship, counted from the date of purchase. It applies to orders from LifeStraw.com and our EU website. Purchases from an authorized retailer or distributor in the US, Canada or the EU are considered for a replacement product or part only. See Bought from a retailer. LifeStraw Carbon Filters have a separate 60-day limited warranty.

What the warranty doesn't cover

Normal wear and tear
Breakage or damage from dropping, or from accidents
Misuse, including not following the user guide
Lost or stolen products
Neglect, disassembly or alterations
External causes such as thermal or environmental conditions
Products bought used or refurbished, such as from Amazon Renewed or REI's Garage or ReSupply

How to make a warranty claim

Email [email protected] with:

The model number of your product
A description of the defect and at least two photos
Your full address and contact information
Your purchase receipt or other proof of the purchase date

What we can do

The warranty covers product replacement only. We replace the defective part or product with a new one that works at least as well as yours. Refunds are only available within 30 days of purchase, for products bought directly from LifeStraw.com or our EU website.

A replacement keeps the rest of your original warranty period. If we no longer make your product, we may offer one of comparable value and function. We may ask you to mail the product back to us, at no cost to you.

Where we ship replacements

We send warranty replacement products to the US, Canada and the EU. We also send them to the UK for LifeStraw.com orders that are within the warranty period. Replacement spare parts ship only within the US. Outside those areas, contact the retailer or a local distributor. Find an authorized seller or local distributor.

EU customers: your legal rights for faulty, damaged or incorrect goods are separate and aren't affected.

Common questions

Do I need photos?

They help us move faster. A warranty claim needs at least two photos of the defect. For other EU requests, send 1 to 2. .

Who pays to ship a damaged or defective product back?

Don't ship it yet. When you contact us, Customer Service will tell you whether the product needs to come back and what to do. If the product is defective and under warranty, you don't pay return shipping.

I bought from a retailer. Will you help?

Contact the retailer or distributor first. In the US, Canada and the EU, we may review a warranty claim (replacement only, no refund) for a product you bought new from an authorized retailer or distributor. Elsewhere, contact a local LifeStraw distributor. See Bought from a retailer.

Can I just send it to your warehouse?

No. Don't ship the product until Customer Service gives you instructions.

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