Refund & Returns Policy
Last Updated: 3rd November 2025
We want you to love your druice.
If something isn’t quite right, we’ll do our best to make it right. This policy explains when and how you can return your order and receive a refund.
Can I return my order?
Yes - we accept returns on unused items within 14 days of delivery. To be eligible, your product must be:
In its original packaging
Unused and in the same condition you received it
Returned within 14 days of receiving your order
Unfortunately, for hygiene and safety reasons, we can’t accept returns on opened or used bottles, parts, or consumable products (e.g. droplets).
How do I start a return?
Email us at team@druice.co.uk within 14 days of receiving your order. Please include:
Your order number
Your name and email address
A brief explanation of the reason for return
We’ll reply with simple return instructions and the return address.
Return costs
You’ll be responsible for covering the return shipping costs, unless the product is faulty, damaged, or we’ve sent the wrong item. We recommend using a tracked service and keeping your receipt until your refund has been processed.
Damaged or faulty items
If your druice order arrives damaged, faulty, or incomplete - we’re truly sorry. Please email team@druice.co.uk with:
Your order number
A brief description of the issue
A photo or video of the damage/fault
Once verified, we’ll arrange a replacement or full refund, including return postage if applicable.
Refunds
Once your return has been received and inspected, we’ll notify you by email to confirm whether your refund has been approved.
If approved:
Refunds are issued to your original payment method
Please allow up to 10 working days for the refund to appear, depending on your payment provider
If the item is not returned in its original condition (used, damaged, or missing parts not due to our error), only partial refunds may be granted.
Exchanges or store credit
If you prefer, we can issue store credit instead of a refund. Just let us know when you contact us - we’re happy to help arrange it.
Non-returnable items
Due to hygiene and safety reasons, we cannot accept returns for:
Used or opened products
Droplets, pods, or other consumable items once unsealed
Gift cards or promotional items
Late or missing refunds
If you haven’t received your refund after 10 working days:
Check your bank account again
Contact your credit card or payment provider (it may take time for processing)
If you’ve done this and still haven’t received your refund, email us at team@druice.co.uk
UK consumer rights
Your rights under this policy are in addition to your legal rights under UK consumer protection law. Under the Consumer Contracts Regulations 2013, you have the right to cancel your online order within 14 days of receiving it, without giving a reason. You’ll receive a full refund once the item has been returned in its original condition.
Contact us
If you have any questions about returns, refunds, or replacements, please reach out:
📧 team@druice.co.uk
📍 druice LTD, International House, 64 Nile Street, London N1 7SR