Dragonfly Water Solutions B.V., Gijsbrecht van Amstelstraat 240, 1215 CR Hilversum, Netherlands. KvK 76489256, BTW NL860642574B01.
Version 1.0, effective 1 September 2026. This policy forms part of our Terms of Sale.
1. Fourteen days to change your mind
You have fourteen days to withdraw from your purchase without giving a reason. This is the statutory right of withdrawal under article 6:230o of the Dutch Civil Code, which implements Directive 2011/83/EU.
The fourteen days start on the day you, or someone you nominated other than the carrier, physically receive the goods. If your order arrives in several parts, they start on the day the last part arrives. If a single product arrives in several lots, they start with the last lot.
We give the same fourteen days to every customer, wherever you live. Outside the EU that is our policy rather than your local law, and we honour it the same way.
2. How to withdraw
Tell us before the fourteen days are up. Any clear statement works. Email info@dragonflywater.com with your order number and say you are withdrawing, or fill in the model form at the end of this page and send it to the same address. You can also write to us at the address above.
You do not have to use the form. Sending the goods back with a note inside the parcel counts, as long as we can tell whose order it is and it leaves you within the fourteen days.
We confirm receipt of your withdrawal by email on the day we get it, so you have a record.
Once you have told us, you have a further fourteen days to send the goods back.
3. Sending it back
Return to:
Dragonfly Water Solutions B.V.
Gijsbrecht van Amstelstraat 240
1215 CR Hilversum
Netherlands
You pay the cost of returning the goods. If the item is faulty, damaged in transit, or not what you ordered, we pay instead, and you do not need to use this policy at all: section 7 covers that.
Some of our products are too large or too heavy to go back as an ordinary parcel. If you withdraw from one of those, the return costs roughly EUR 10 to EUR 25 for a normal parcel within the European Union, and up to EUR 150 for a large or heavy item such as a WaterSwirl unit, a Mechow system or a large red light panel from within the EU. Contact us before you send anything back and we will tell you the actual figure and the practical way to do it.
Pack the item properly, in its original packaging where you still have it. You are entitled to handle and inspect goods the way you could in a shop. If the item comes back with wear beyond that, we can reduce the refund to reflect the loss in value, and we will show you the calculation.
There is no restocking fee and there cannot be one. Withdrawal is free apart from the return postage above.
4. Your refund
We refund everything you paid, including the standard delivery charge for sending the order to you. If you chose a faster or more expensive delivery option, we refund the standard cost and not the difference.
We pay within fourteen days of receiving your withdrawal, by the same method you paid with, at no charge to you. We can hold the refund until the goods are back with us or until you show proof of postage, whichever happens first.
5. Where the fourteen days do not apply
The law lists a small number of exceptions. These are the ones that can apply to what we sell:
-
Sealed goods that are not suitable for return for health or hygiene reasons, where you have broken the seal. This covers any product delivered sealed for health or hygiene reasons, such as supplements and drinkware. If the item was not sealed, or the seal is unbroken, it comes back to us in the normal way
- Goods that spoil or expire quickly.
- Goods made to your specification or clearly personalised.
-
A service you asked us to begin during the fourteen days and that has been fully performed, where you agreed in advance that starting it would end your right to withdraw.
Everything else comes back. That includes bottles, filters, filter housings, devices, light panels, blankets, decks and anything still sealed.
6. Cancelling before we ship
Email us. If the order has not left us we cancel it and refund you in full, usually the same day.
7. Faulty, damaged or wrong items
This is separate from the fourteen days and it lasts longer. Dutch law entitles you to goods that match their description and work as goods of that kind should, for two years from delivery. That is article 7:17 of the Dutch Civil Code.
Email info@dragonflywater.com with your order number and a photograph if the problem can be seen. We repair it, replace it, or refund it, and we pay the return shipping.
Copper darkens, develops a patina and varies between pieces because it is hammered by hand. That is not a fault. Your fourteen day right to change your mind still applies to it.
8. Refunds and affiliate commission
If the order was placed through a partner link or partner code, commission on it is reversed when we refund, cancel or charge back the order. That is section 3 of the Affiliate Programme Terms and it changes nothing about your refund.
9. Complaints
Email info@dragonflywater.com. We answer within two working days. If we cannot settle it between us, consumers in the Netherlands can contact ConsuWijzer at consuwijzer.nl, and consumers elsewhere in the EU can contact the European Consumer Centre in their country.
Model withdrawal form
You only need this if you want it. Copy it into an email to info@dragonflywater.com, or print it and post it.
To Dragonfly Water Solutions B.V., Gijsbrecht van Amstelstraat 240, 1215 CR Hilversum, Netherlands, info@dragonflywater.com, +31 6 20037980:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
Ordered on (*)/received on (*),
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
(*) Delete as appropriate.
