Return/exchanges

Returning Items:

To begin the process for a return or replacement - please email support@counterdrip.eu

We allow up to 14 days from the date of delivery to request a return or refund. Returns postage is paid for by the customer, unless you experience an error on our behalf (we've sent you the wrong item). 

Please make sure you have tracking and proof of weight for the parcel that you're returning. Please also include the packing slip for your order, this will help us trace the package back to you. Failing to do this may result in us being unable to return / refund you.

As soon as we receive your return, we will begin the inspection process for the refund or replacement. We do not refund the shipping cost you paid. Please note, all items must be in original packaged condition in order for us to accept your return. Your package must include the product(s) and all of the Counter Drip packaging, including the lifetime guarantee card.

Any item returned damaged, containing a strong smell, or assumed to have been worn will be refused. Should your item(s) be refused, the item(s) can be shipped back to you and you again will pay for the shipping cost.

When returning for an exchange, we only allow the item to be returned once. So please make sure that you know for certain which item you would like instead.

Returns received with any user damage issues (scratches, intentional breakage, water damage) will be denied.

 

Blackout 21 / Christmas Returns info:

If you're placing an order for the purpose of gifting a friend or loved one at Christmas, we have extended our returns policy to help with this. Our normal policy states the following:

"We allow up to 14 days from the date of delivery to request a return or refund. Returns postage is paid for by the customer, unless you experience an error on our behalf (we've sent you the wrong item)."

However, from the start of our Blackout Sale (25/11/21) we will be extending our policy for exchanges only to 10/01/22. Orders that require a refund must be returned back to us within 14 days of the arrival of your order. But orders can be returned for an exchange up to 10/01/22. 

Any orders placed prior to the Blackout Sale will not be subject to the discounts offered throughout the event. Any orders returned to us for a refund and then purchased at a lower cost throughout the sale will also be refunded. 

 

Lifetime Guarantee:

Counter Drip provides a one-time repair or replacement for your product, should you experience any unusual breakages or inadequate levels of craftsmanship. Any future repairs will incur a fee, the rate will be dependant on the product in question.

To redeem the guarantee you will need your Lifetime Guarantee card and you must contact the support team with photos or videos of your damaged product. 

- Support@counterdrip.eu

Customers are liable to cover the cost of shipping the product(s) back to Counter Drip, when returning for a repair or replacement.

This guarantee is voided under any user damage issues (scratches, intentional breakage, water damage).

If you have any questions, feel free to email our support team at support@counterdrip.eu

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