What is LifeStraw's return and refund policy?Updated 15 days ago
How you return a LifeStraw product depends on where you bought it. Find your row, then follow the link.
| Where you bought it | Return window | Where you start | Read |
|---|---|---|---|
| LifeStraw.com, shipped to the US | 30 days from purchase | The Return and Warranty Portal | Returns for LifeStraw.com orders shipped to the US |
| LifeStraw.com, shipped to Canada or the UK | 30 days from purchase | Email [email protected] before you ship | Returns for LifeStraw.com orders shipped to Canada or the UK |
| The LifeStraw EU website | 14-day right of withdrawal, plus a 30-day refund option | Withdrawal request on eu.lifestraw.com or email [email protected] | LifeStraw EU Return Policy |
| Amazon, REI, Target or another retailer | Set by the retailer | Contact the retailer | Bought from a retailer |
In the EU? Use the LifeStraw EU website: eu.lifestraw.com.
Is your product damaged, defective or not working right? Email [email protected] before you ship anything. We'll tell you what to do. See Damaged, defective or quality issue.
Quick answers
How do I know where I bought it?
Check your order confirmation or receipt. It names the seller. If it came from lifestraw.com, check the address you shipped to (US, Canada, UK) or whether you ordered on our EU site. If the receipt says Amazon, REI, Target or another store, you bought from a retailer.
What counts as proof of purchase?
Your order number or a copy of your invoice. This works for LifeStraw.com and LifeStraw EU orders.
What condition does the item need to be in?
For standard returns of LifeStraw.com orders shipped to the US, Canada or the UK, unused and in original manufacturer-labeled packaging. If your product is defective or damaged, contact us first. You can still start a return.
Can I return a final sale item?
No. Final sale items aren't eligible for return.
How long do I have to report damage or a defect?
Within 30 days of your order date, on LifeStraw.com and our EU website. Contact us first. See Damaged, defective or quality issue. A defect that shows up later may be covered by the 3-year warranty.
Is there a warranty?
Yes. LifeStraw products and parts carry a 3-year limited warranty from the date of purchase. LifeStraw Carbon Filters carry a 60-day limited warranty. Products bought used or refurbished aren't covered. See Are LifeStraw products covered by a warranty? for what's covered and how to make a claim.
Will I get my shipping costs back?
Original shipping charges are not refundable on LifeStraw.com returns. Duty fees, if you paid any, are not refundable either. EU orders follow different rules for the 14-day withdrawal, so check the EU article.
Who pays return shipping?
You do, along with any duties or taxes, unless the product is returned because of a defect and is under warranty. EU withdrawals follow the EU rules.
How long does a refund take?
Up to 15 days after our warehouse receives and processes your item. That covers LifeStraw.com returns and the EU 30-day refund. The refund goes back to your original payment method. EU right of withdrawal refunds follow the 14-day timeline in the EU article.
What if a shipment to me can't be delivered?
If a shipment from us is undeliverable because of an incorrect address or a delivery access issue, you are responsible for the cost of reshipping it to you.
Still have a question?
Email [email protected] before you start.