Last updated: 29 September 2026
1. In short
- Damaged, faulty or wrong item: we repair or replace it free of charge, or refund you. This is covered by our 2-year warranty and you pay nothing, including return shipping.
- Changed your mind (EU, EEA and UK customers): you can cancel within 14 days of delivery without giving a reason. This is your legal right of withdrawal (section 2). Return shipping is at your cost.
- Changed your mind (other countries): we don't accept returns just because you changed your mind. Every orb is still covered by our 2-year warranty for any quality or manufacturing problem.
Not sure which applies? Message us and we'll help.
2. Your legal right of withdrawal (EU, EEA and UK)
If you live in the European Union, the EEA (Norway, Iceland, Liechtenstein) or the United Kingdom, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. If you ordered several items delivered separately, the period runs from the day you receive the last item.
To exercise the right of withdrawal, tell us clearly that you want to withdraw, for example through our contact form or by email to support@winterdrops.com. You can use the withdrawal form below, but you don't have to. It is enough to send your message before the withdrawal period ends.
Effects of withdrawal
If you withdraw, we will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we are informed of your decision. We use the same means of payment you used for the original transaction, unless you expressly agreed otherwise; you will not pay any fees for the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earliest.
Please send the goods back without undue delay and no later than 14 days after telling us you are withdrawing. We will give you the return address when you contact us. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.
The free Christmas card included in every box does not need to be returned.
3. Damaged, faulty or wrong items (all countries)
If your orb arrives damaged, stops working, or is not what you ordered, contact us with your order number and a photo or short video of the problem. Our technical support team checks it with you, and many issues can be solved in a few minutes. If there is a quality or manufacturing fault, we repair or replace the orb free of charge or, where that isn't possible, refund you. You don't pay any shipping costs in these cases.
This is covered by our 2-year warranty, which for customers in the EU matches the 2-year legal guarantee of conformity and does not limit it. See our Warranty.
4. How to start a return or warranty claim
- Send us a message through the contact form or to support@winterdrops.com with your order number (and a photo or video if something is wrong).
- We reply within 24 hours with the next steps and, if the item needs to come back, the return address.
- Pack the item securely and keep your proof of postage.
Withdrawal form (optional, EU, EEA and UK)
You don't need this form: a short message saying you want to cancel your order is enough. If you prefer to use it, copy the text below into an email to support@winterdrops.com and fill in the blanks.
To: WinterDrops, support@winterdrops.com
I hereby give notice that I withdraw from my contract of sale of the following goods: ____________________
Order number: ____________________
Ordered on: ____________ Received on: ____________
Your name: ____________________
Your address: ____________________
Date: ____________
Signature: ____________ (only if you send the form on paper)
The first sentence is the official EU wording. It simply means: “I want to cancel my order and get my money back.”