We want you to be happy with your Draaft purchase. If something isn't right, we'll do our best to put it right.
If you're a consumer in the UK, you have a legal right under the Consumer Contracts Regulations 2013 to cancel your order for any reason within 14 days of receiving it. To exercise this right, just let us know you'd like to cancel within 14 days of delivery - you don't need to give a reason - and return the item to us within 14 days of telling us. We'll refund the product cost plus the cost of standard outbound shipping.
Our returns policy below goes beyond this legal minimum, and nothing in this policy affects your statutory rights.
You have 30 days from the date of delivery to return an item for a refund.
Please return items unused where possible, in their original packaging. You're entitled to inspect an item as you would in a shop. If an item is returned with damage, signs of use, or missing packaging that reduces its value beyond what's needed to inspect it, we may deduct an amount from your refund reflecting that reduction in value.
If you cancel within 14 days of delivery and your return parcel is lost in transit, we'll still refund you provided you can supply proof of postage. For returns made after the first 14 days under our extended 30-day policy, we can only refund items that reach us, so tracked and insured shipping is important.
For change-of-mind returns, the return shipping cost is the customer's responsibility.
For faulty, damaged or incorrect items, we cover the return shipping cost - see below.
Once we receive your return (or, for cancellations within 14 days of delivery, once you provide proof of postage), we'll process the refund within 14 days.
Refunds are issued to the original payment method.
For full returns, we refund:
For partial returns (where you keep some items from the order), we refund the product cost of the returned items only. The original shipping cost is not refunded on partial returns.
If your item arrives faulty, damaged or different from what was ordered, contact us as soon as possible with your order number and photos of the issue - this helps us process things quickly and arrange the right outcome. Please don't return the product before contacting us; we'll advise on next steps and cover the return shipping cost.
Under the Consumer Rights Act 2015, you're entitled to:
For EU and US returns, the return window is 45 days from the date of delivery.
Return shipping costs are the customer's responsibility unless the item is faulty, damaged or incorrect.
Mark the parcel clearly as "Returned Goods - Failed Sale" on the customs declaration. Incorrectly labelled returns may be refused by UK customs or charged import duty, and we're unable to pay those charges. If customs or import charges are incurred on a return reaching us, those costs may be deducted from your refund.
If an international parcel is refused at delivery - for example, due to customs charges - it will be returned to us by the carrier. Once the parcel is returned, we'll refund the order amount less the original shipping cost. If a refused parcel is lost during the return journey and there is no carrier record confirming the return, we're unable to issue a refund.
We don't offer direct exchanges. If you'd like a different item, please return the original for a refund and place a new order.
All Draaft products are covered by a 12-month manufacturer's warranty from the date of purchase. This warranty is in addition to, and does not affect, your statutory rights as a consumer.
The warranty covers manufacturing defects. It does not cover:
If you believe your product has a manufacturing defect, contact us with your order number, photos of the issue, and a brief description of how it occurred. Don't return the product before contacting us - we'll advise on next steps.
If you have any questions about returns or refunds, contact us and we'll get back to you within one working day.
