Returns & Refunds

• Start every return in the DROIX Returns portal with your order number and the email address of the order.
• You'll receive an RMA number and return instructions. The RMA number is valid for 30 days.
• Refunds go back to the payment method you used.

• New products: you can return them within 30 days for a refund or an exchange.
• Refurbished products: you can return them within 14 days. The period starts the day after the goods reach you or the person you asked us to deliver them to.
• Return the item exactly as we shipped it, in its original packaging where it has one (for example, boxed goods). Please take reasonable care of it while it's with you: if it comes back damaged or incomplete, we may charge a restocking fee of up to 50% of its value.
• If a different product comes back from the one we shipped, we can't refund it, and we may charge the cost of returning it to you.
• You pay for the return shipping. We recommend a tracked, signed and insured service, as we can't take responsibility for parcels lost on the way to us.

Under EU consumer law, you can withdraw from your purchase for any reason within 14 days of receiving it, even after the item has arrived. Tell us in writing (by email, through our website, by post or on social media) with the details of your order; a phone call isn't enough. This right is for consumers, not business customers.

• Tell us as soon as possible, and within 30 days of finding the fault.
• We'll either collect the item or give you a suitable way to return it.
• Within 30 days of delivery, a faulty product is refunded in full. After that, we offer a replacement or a refund to the value of the replacement.
• If a fault you reported isn't present on the device, we may keep up to £10 or 5% of the product's price to cover the prepaid return label.
• A product returned under warranty that turns out to work correctly is charged a restocking fee of up to £50 or 10% of its value, whichever is greater.

• Engraved products: An engraved device is made to your design, so it can’t be returned, exchanged or refunded for a change of mind, and the 14-day right of withdrawal doesn’t apply. You can change or cancel your design free of charge until engraving starts. If it arrives faulty, your legal guarantee and the warranty are unaffected.
• Personalised products and computer systems built to your own specification can't be returned for a change of mind. This does not affect your statutory rights.

• We refund to the payment method you used. If that isn't possible, we'll contact you to arrange another way.
• Taxes and duties paid on your behalf under DDP terms are non-refundable.
• Special Delivery shipping charges are not refunded.
• If an item wasn't looked after, we may refuse the refund and send it back to you at your cost.

• New products: Every new product carries at least 24 months of warranty, or the brand’s longer warranty shown on its product page.
• Refurbished products: a 6-month limited warranty, in addition to your statutory rights.
• Warranty repairs, replacements and inspections are handled in the United Kingdom. For orders outside the UK, you cover the cost of shipping the item back to you from the UK, including customs clearance, duties and taxes.
• See the warranty section of our Terms and Conditions for what the warranty covers.

Contact our support team with your order number and we'll help you with your return.