Refund policy
Every Blackout Water Survival Straw comes with our 365-day money-back guarantee. If it isn't right for you, we'll refund you. This page explains how to claim, so your refund is quick and simple.
1. How to claim
Email support@tryblackoutwater.com with:
- your order number,
- the email address you used at checkout,
- a short note on what went wrong (it helps us improve and won't affect your refund).
We reply within 24 hours, Monday to Friday. All refunds start with an email to us. We can't process a refund from a review, a social media comment or a message to your bank.
2. The 365-day guarantee
- Time limit: you can claim up to 365 days from the date your order was delivered.
- Return the straw: once we approve your claim, we'll email you the return address. Send the straw(s) back, used or unused. Return postage is paid by you, and we recommend a tracked service, because we can't refund a return that never reaches us.
- Your refund: we refund the price you paid for each straw we receive back, within 5 business days of it arriving. Shipping was free, so nothing is deducted for it.
- Packs: you can return part of a pack. Each straw is refunded at the per-straw price you paid in that pack (your pack price divided by the number of straws in it), not the single-straw price.
- Free bonuses: the ebook and checklists that come free with the 5-pack and 10-pack are yours to keep. They aren't refunded or charged for.
- One claim per customer: the guarantee covers one refund claim per customer, household or payment card.
3. Damaged or faulty on arrival
If your straw arrives damaged or doesn't work, email us within 1 day (24 hours) of delivery with your order number and a photo or short video of the problem. We'll send a free replacement, or refund it if we can't replace it. You don't need to send the faulty straw back. After that first day, any claim is handled under the 365-day guarantee above, which means returning the straw.
4. What the guarantee doesn't cover
- Damage caused after delivery, such as a cracked or crushed straw, or use with sea water, fuel, oil or industrial chemicals (see our product instructions for what the straw is and isn't made for).
- Straws bought from anyone other than tryblackoutwater.com.
- Claims made more than 365 days after delivery.
5. Cancelling an order
Orders go into priority processing as soon as they're placed, so they reach you faster. You can cancel within 1 hour of ordering by emailing us. After that, your order is already being prepared, and you're covered by the 365-day guarantee once it arrives.
6. How refunds are paid
Refunds go back to your original payment method. Once we've issued it, your bank usually takes 5–10 business days to show it. If you paid in a currency other than US dollars, the amount you get back can differ slightly because of your bank's exchange rate on the day.
7. Please talk to us before your bank
If something's wrong, email us first; we'll fix it faster than a bank dispute can. If a chargeback or payment dispute is opened, we'll send your bank your order details, delivery tracking and this policy. While a dispute is open on an order, we can't also issue a guarantee refund for it, so the same order isn't refunded twice.
Contact
Blackout Water · support@tryblackoutwater.com