What should I do if I receive a defective item?
What should I do if I receive a defective item?
Contact us immediately at orders@droppe.com—you're covered by a 2-year legal guarantee, and we'll coordinate repair, replacement, or refund with the brand.
This is warranty, not returns
Here's what people often confuse: defective products aren't handled through the returns policy. They're covered by your 2-year legal guarantee under German law (BGB §437).
What this means for you:
- Longer protection: 2 years from delivery (not just 30 days)
- Your rights: Repair, replacement, or refund—your choice
- Who you contact: Us (Droppe), not the brand directly
- No inspection hassles: Defects bypass the normal returns inspection
What counts as "defective"?
A product is defective if it:
Manufacturing defects:
- Broken zippers, torn seams, or loose stitching on arrival
- Shoes with sole separation or structural damage
- Safety gear with compromised protection (missing CE marking, damaged PPE)
Material defects:
- Fabric that tears under normal use within first months
- Buttons or snaps that fall off immediately
- Waterproof items that leak on first use
Not as described:
- Wrong size, color, or model sent
- Missing features listed in product description
- Counterfeit or non-genuine products
Doesn't count as defective:
- Normal wear and tear after months of use
- Damage from misuse or accidents
- Changed your mind about style or fit
Here's what happens next
Step 1: Contact us
Email orders@droppe.com with:
- Order number and product details
- Photos of the defect (clear images help us process faster)
- Description of what's wrong and when you noticed it
Step 2: We assess and coordinate
What we do:
- Review your claim within 1 business day
- Coordinate with the brand to confirm the issue
- Propose a solution (repair, replacement, or refund)
Why we're the middleman: You bought from Droppe GmbH, not directly from the brand. We're your contracting party—meaning we handle warranty claims and coordinate everything for you.
Step 3: Resolution
Depending on the defect, we offer:
Repair - For fixable issues (brand arranges and covers shipping both ways)
Replacement - New item sent immediately (most common solution)
Refund - Full refund if repair/replacement isn't practical
You choose what works best for your situation. If you need the workwear urgently, replacement is usually fastest. If the product repeatedly fails, refund makes more sense.
Timelines you can expect
Situation | Timeline |
|---|---|
Initial response | Within 1 business day |
Assessment complete | 2-3 business days |
Replacement shipped | 3-5 business days |
Refund processed | 1-2 business days after we receive defective item back |
What if the brand doesn't cooperate?
You're protected—we take the commercial risk.
If a brand refuses to honor a valid warranty claim, we still fix the problem. We might:
- Replace the product from another supplier
- Refund you directly
- Escalate with the brand separately
Our approach: We don't hide behind "brand policy" or make you fight with manufacturers. You bought from us, so we handle it.
What we think is fair
Defects happen. Manufacturing isn't perfect, and even top-quality brands occasionally ship products with issues. We get it.
What we expect from you: Report defects quickly. Send clear photos. Don't use damaged products (especially safety gear) while waiting for resolution.
What you can expect from us: Fast response. No bureaucracy. Solutions, not excuses. If it's defective, we'll make it right.
What if I'm past 2 years?
Legal guarantee expires: After 2 years, the statutory warranty period ends. We can still try to help, but brands aren't legally required to cover defects.
Try asking anyway: Some brands offer extended warranties or goodwill replacements. Drop us a message and we'll check what's possible.
Defective logos or customization
Covered under warranty: If logo printing is crooked, peeling, or otherwise defective, it's the brand's responsibility to fix it.
Not covered: If you don't like the logo placement after approving the preview, that's not a defect—it's buyer's remorse. Customization decisions are final once you approve.
Safety concern: If logo placement compromises PPE certification (e.g., covering reflective strips or obstructing vents), that's a serious defect. Contact us immediately.
Our philosophy on defects
No blame, ever. Defects aren't your fault. You didn't do anything wrong by reporting an issue.
Fast resolution over paperwork. We'd rather send a replacement quickly than spend days debating whether something "counts" as defective.
Trust first, verify if needed. We trust your assessment. If someone repeatedly reports "defects" on perfectly fine products, we'll investigate—but that's rare. Most people are honest, and we treat claims accordingly.
Questions or urgent issues?
Need faster resolution?
- Germany/AT/NL/BE/IT: Call +49 15735984668 or email frage@droppe.com
- Finland: Call +358 45 4909908 or email kysy@droppe.fi
- Sweden: Call +46 76 692 47 11 or email fraga@droppe.com
- General: orders@droppe.com
Safety-critical defects (PPE)? Call immediately—don't wait for email. Safety gear with compromised protection is dangerous.
Related articles:
- What is your quality control process?
- Are all products safety certified?
- How do I report a product safety concern?
Updated on: 06/11/2025
Thank you!