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Refund & Return Policy
Effective date: 22 June 2026
Last updated: 22 June 2026
We want you to feel good about every purchase from Draen. If something isn't right, we will make it right. This policy explains our 30-Day Money-Back Guarantee, how to request a refund or replacement, and a few important details. It is in addition to, and does not affect, your legal rights as a consumer (see Section 11). This policy is part of our Terms of Service.
1. Our 30-Day Money-Back Guarantee
We stand behind every tub of Draen Pet Hair Dissolver. If you are not satisfied for any reason within thirty (30) days of delivery, we will refund the purchase price of the product, no questions asked.
The guarantee covers:
- Your first order of any Draen product.
- One opened or unopened tub per household, per six-month period.
- The product price you paid (excluding original shipping charges, unless required by law).
The guarantee does not cover:
- Orders submitted more than 30 days after delivery.
- Bulk-buy or wholesale purchases (more than 10 tubs in a single order).
- Products purchased through third-party resellers or unauthorised retailers — please contact the seller directly.
- Damage caused by misuse, by use other than as directed on the pack, by tampering, or by storage outside the conditions printed on the label.
This is a voluntary commitment on top of your statutory rights. We monitor return patterns for fraud and may decline guarantee refunds where there is evidence of abuse (this does not affect your legal rights under Section 11).
2. How to request a refund
1. Email contact@getdraen.com within 30 days of delivery with: your order number (e.g., #DRN-12345), the name on the order, and a short note about why (optional but helps us improve).
2. You do not need to send the product back. We will not ask you to ship it. Please dispose of any remaining product responsibly, in line with the disposal guidance on the pack and your local council's rules.
3. We will review your request and reply within 2 business days. Once approved, your refund will be issued to your original payment method within 5–10 business days, depending on your bank or card issuer.
If your card or bank account is no longer active, we will work with you to find an alternative.
3. Damaged, defective, leaking, or wrong items
If your order arrives damaged, defective, leaking, or with the wrong item, email contact@getdraen.com within 14 days of delivery with your order number and a photo. Do not use a damaged or leaking pack — follow the safety guidance on the label and keep it away from children and pets. We will send a free replacement or refund your purchase, including shipping — whichever you prefer. No return shipment required. This is separate from, and additional to, your statutory rights in respect of faulty goods (see Section 11).
4. Lost in transit / never delivered
If tracking shows "delivered" but you have not received your package: check with neighbours and household members, look around your doorstep and letterbox, and wait 48 hours (carriers sometimes scan early). If still missing after 48 hours, email contact@getdraen.com within 14 days of the carrier's "delivered" date. We will open a carrier investigation and, where appropriate, send a free replacement or issue a refund.
5. Cancellations and changes
We process orders quickly. You may cancel or change your order within 4 hours of placing it by emailing contact@getdraen.com with your order number. After 4 hours, the order is typically in fulfilment and cannot be modified — but we will do our best, and if the carrier has not yet collected it we may still be able to intervene. This is separate from your statutory 14-day right to cancel under Section 11.
6. Subscriptions (if applicable)
- Cancel any time before the next renewal from your account dashboard or by emailing contact@getdraen.com.
- Cancellations are effective for future billing cycles only — we do not pro-rate the current cycle.
- Renewals are charged on the cycle you selected (e.g., every 30, 60, or 90 days). We send a reminder email before each renewal.
- The 30-Day Money-Back Guarantee applies to your first order. Later subscription orders are not covered by the guarantee but remain eligible for a refund if damaged, defective, or wrong under Section 3, and your statutory rights under Section 11 always apply.
See Terms of Service Section 7 for additional subscription terms.
7. Chargebacks
If you have a problem, please contact us first at contact@getdraen.com — we almost always resolve it within 24–48 hours. Filing a chargeback without contacting us first delays resolution by weeks. Fraudulent chargebacks may result in account suspension and recovery of fees and costs. This does not affect your right to dispute a transaction with your bank where you are legally entitled to do so.
8. Pricing and promotion adjustments
If we run a promotion within 7 days after your order ships, email us and we will refund the difference. Promotions are not retroactive beyond 7 days, and we cannot stack offers.
9. Refund timing summary
- You email us — Day 0. We confirm and approve — within 2 business days. We process the refund — same day as approval. Visible on your statement — 5–10 business days from approval. Where you exercise your statutory right to cancel (Section 11), we refund within 14 days as required by law.
10. International orders
If we ship to your country, the 30-Day Money-Back Guarantee applies as above. Original international shipping charges are non-refundable unless required by local law. Customs duties and import taxes collected by your local authorities are non-refundable by us; if you refuse delivery, we will refund the product price only, less any return-to-sender fees charged by the carrier.
11. Your legal rights as a UK consumer
Nothing in this policy limits or affects your statutory rights, which always apply in addition to our voluntary guarantee.
Right to cancel (cooling-off period): Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason. To cancel, tell us clearly within that period by emailing contact@getdraen.com (you may use the model cancellation form, but you do not have to). If you cancel, we will refund the price of the goods and the standard delivery cost within 14 days. You may handle the goods only as you would in a shop to check them; if you use the product beyond that, we may reduce the refund to reflect the diminished value, as allowed by the Regulations (our voluntary guarantee in Section 1 still refunds you in full).
Faulty, not as described, or not fit for purpose: Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you have the right to a refund, repair, or replacement, including a short-term right to reject faulty goods for a full refund within 30 days of receipt.
These rights are free to exercise and cannot be waived. For more information contact your local Citizens Advice (https://www.citizensadvice.org.uk) or the Citizens Advice consumer helpline on 0808 223 1133.
12. Contact
Draen Customer Care — contact@getdraen.com — DRAEN LLC