Refund policy
Droppe offers free 30-day returns for all customers on unused products in original condition with tags attached. This policy applies to both individual consumers and businesses. For consumers, this extends your statutory 14-day withdrawal right under EU law. Free exchanges for different sizes or styles are always available through our self-service return portal. Returns are processed without questions asked unless additional information is needed for quality verification. Defective products always qualify for free return shipping regardless of condition or timeframe.
To initiate a return or exchange, visit returns.droppe.com within 30 days of delivery.
What you can do when trying products:
- Try on at home like you would in a physical store
- Walk indoors on clean floors to check comfort and fit
- Compare sizes by trying multiple sizes to find the best fit
- Do not wear outdoors or in work environments
- Do not remove tags or packaging labels
- Do not use products for actual work purposes
Products used in work environments may be exposed to safety hazards, contaminants, or hygiene concerns that could affect resale quality or safety for future users. If a returned product shows signs of use, damage, or missing tags, our team will contact you to request images or additional information before making a decision. If a tag accidentally becomes detached during try-on, please inform us when initiating your return—we're here to help resolve any concerns.
7.1 Statutory Right of Withdrawal
As a consumer, you have a statutory right to withdraw from the purchase of goods within 14 days of receiving your order—or the last product if multiple products are delivered separately—without providing any reason, known as "Statutory Right of Withdrawal". This right applies exclusively to consumers and not to business customers. To exercise your Statutory Right of Withdrawal, you must inform us of your decision to withdraw before the 14-day period expires by contacting us, through our returns portal at returns.droppe.com, via chat, or by using the model withdrawal form provided below. You may use the model withdrawal form or make any other clear statement setting out your decision to withdraw.
Model withdrawal form
To: Droppe GmbH, Breite Straße 22, 40213 Düsseldorf, Germany Email: orders@droppe.com
I/We () hereby give notice that I/We () withdraw from my/our (*) contract of sale of the following goods:
- Order number:
- Ordered on (*):
- Received on (*):
- Name of consumer(s):
- Address of consumer(s):
- Date:
(*) Delete as appropriate
For your statutory right of withdrawal
You may examine the product as you would in a store, such as trying on workwear to check fit and quality. You may be liable for any diminished value resulting from handling beyond what is necessary to establish the product's nature and functioning.
Original shipping fees will be refunded, except for any additional costs if you chose expedited delivery over standard delivery. You bear the direct cost of returning goods if they do not meet our 30-day return policy criteria. Refunds will be processed within 14 days from the date we are informed of your withdrawal decision.
7.2 Free 30-day Returns
In addition to your Statutory Right of Withdrawal, Droppe offers free 30-day returns for all customers including businesses. This voluntary policy does not affect your statutory rights described in Section 7.1.
Benefits of our 30-day return policy
- Free return shipping for products passing inspection
- Full 30 days from delivery to initiate returns
- Simple process via returns.droppe.com
- Exchange for different size/color or get refund
- Available to both individuals and businesses
Requirements for free return shipping
Returns must be initiated within 30 days from delivery. Products must be unused and undamaged with all tags attached, and where possible in original packaging. Products must be in resalable condition as we inspect all returns to ensure quality standards.
Our inspection process:
We visually review each returned product including the product itself, packaging, labels, and tags to ensure it meets resale standards. If we have any concerns about a product's condition, we'll contact you to request images or additional information before making a decision. If a tag accidentally falls off or gets damaged during try-on, please inform our team when initiating your return—we're here to help resolve any concerns.
If a returned product does not pass inspection, we may reject the return. Original shipping fees are not refundable under this voluntary policy, except for defective products.
Defective or damaged products always qualify for free return shipping regardless of condition.
7.3 Returns Process
To return a product, please follow these steps:
- Open returns.droppe.com and enter your order ID and postal code
- Select your return reason and provide feedback about the product
- Choose your preferred resolution:
- Exchange for a different size or color with no additional charge - you can choose to receive the replacement immediately or only after we've inspected your returned product
- Full refund to original payment method
- Store credit for future orders valid for 12 months
- Select your return shipping provider and print your return label—many providers offer label-free QR codes for easy returns with no printing or special packaging needed
- Prepare your return. We ask that you return the product unused and undamaged with all tags attached, and where possible in original packaging
- Drop off your return package at a pickup point that supports your chosen courier such as DPD, DHL, UPS, or other available options
We continuously work to improve the returns experience. If you have feedback or suggestions, please let us know or message us via chat.
7.4 Refunds and Processing Times
For statutory withdrawals with the 14-day right: We will process your refund within 14 days from the date we are informed of your withdrawal decision. We may withhold the refund until we receive the goods back or until you provide proof of shipment, whichever is earlier.
For voluntary returns under the 30-day policy: Upon receiving and inspecting the returned product, we will process your refund within the next working days when possible.
The refund will be issued to the original payment method used during the purchase, unless you expressly agree to another method and provided this does not incur any costs for you. Please note that your financial institution may need up to 5-14 business days to process the refund, depending on your chosen payment method and your bank's processing times. In some cases, processing may take up to 20 business days.
7.5 Deductions for Diminished Value (Wertersatz)
If your returned product shows signs of use, damage, missing accessories, or other handling beyond what is necessary to examine the item, Droppe may apply a deduction to your refund. The deduction reflects the loss in resale value caused by the handling, in line with §357a BGB and Article 14 of the EU Consumer Rights Directive.
We inspect every return and assign one of three conditions:
Grade A — Resellable as new. The item is unused, or has been tried on indoors with tags attached and packaging intact. No deduction; you receive a full refund.
Grade B — Resellable as B-stock. The item shows visible wear, light soiling, or other cosmetic issues that prevent it from being sold as new but still allow resale at a discount. You receive 40% of the purchase price as refund (60% deduction).
If you prefer not to accept the partial refund, you may instead request that we ship the item back to you. In that case no refund is issued and you bear the return shipping cost. We will contact you by email after inspection with both options; if we do not receive a response within 7 days, we will process the 40% refund and dispose of the item.
Grade C — Unsalvageable. The item is destroyed, contaminated, safety-compromised (including PPE worn outside its intended try-on environment), or otherwise has no realistic resale value. No refund is issued. After inspection we will email you with three options:
- Keep the item — we will not ship it back; no refund.
- Ship it back to you at your cost.
- Donate the item — we will arrange charitable donation where possible; no refund.
If we do not receive a response within 7 days, the item will be disposed of and no refund will be issued.
Missing peripherals. In addition to the grade-based deduction, the following amounts may be deducted for missing or damaged peripherals:
- Missing hangtag: €3
- Missing wrapper or polybag: €2
- Damaged inner box or shoebox (outer carton intact): €5
- Missing minor accessory (insoles, instructions, single clip): €5–10
- Missing major accessory (one item of a pair, accessory bundle): €15–25
Personal Protective Equipment (PPE). Because certified PPE — safety footwear, safety gloves, respirators, hearing protection, safety glasses, fall protection, and chemical protection — cannot be legally recertified for resale once worn outside its intended try-on environment, any PPE returned with signs of use is treated as Grade C. We strongly recommend trying PPE only in clean indoor conditions until you are certain it is right for you.
Disputes. If you disagree with our grading, reply to the inspection email with your reasoning and any supporting photos. We will review and respond within 5 business days.
7.6 Exceptions to Return Rights
Certain products are exempt from both the Statutory Right of Withdrawal and our voluntary return policy, including custom or personalized items made to specific customer requirements as per EU Consumer Rights Directive Article 16(c), opened or used safety and protective gear due to hygiene and safety concerns, sealed products that were unsealed after delivery and are not suitable for return due to health protection or hygiene reasons, and perishable or time-sensitive items.
7.7 Defective or Damaged Products
If you receive a defective or damaged product, please contact us or message us via chat within 48 hours of receipt. Droppe will help you coordinate with the Brand, which may offer a replacement, repair, or refund, depending on the situation. Please provide photographic evidence or other documentation of the damage for our records and to support the claim with the Brand. Defective products are eligible for return with free return shipping regardless of the policy period.
7.8 Contact Information
For any questions regarding this Return and Refund Policy or to initiate a return, please contact us, message us via chat, or visit returns.droppe.com