Refunds & Returns

Last updated 12 August 2026. This policy sets out your rights as a consumer buying from us in Europe.

Your 14 day right of withdrawal

If you are a consumer in the EU, the Consumer Rights Directive 2011/83/EU gives you the right to withdraw from most online orders within 14 days of receiving them, for any reason and without giving one. We allow 15 days. To withdraw, email us at theteam@co2meter.eu.com with your order number before that period ends. You then have a further 14 days to send the goods back.

Goods must come back in a resaleable condition. We refund the price you paid, including the standard delivery charge, within 14 days of receiving the goods back or of receiving proof that you have sent them. You pay the direct cost of returning the goods unless the item is faulty or we agree otherwise.

If you are buying from the UK, Norway, Iceland, Liechtenstein or Switzerland, equivalent rights apply under your own national law and we apply this policy in the same way.

Items worn on the face

One practical limit, and we would rather explain it here than surprise you later.

The reusable face covering and the face visor are worn against the face, so we can only accept them back unopened and unused. That is a hygiene limit rather than a legal exemption: nothing we sell is made to your specification, so the withdrawal right itself applies across the whole range.

If you are unsure which product or size fits before you order, email us at theteam@co2meter.eu.com. We would much rather answer a question than process a return.

Faulty, damaged or incorrect items

This part applies to everything we sell. Nothing above affects it.

If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you. Under the legal guarantee of conformity, Directive (EU) 2019/771, goods must match their description and be fit for their purpose, and you are protected for two years from delivery. You can ask for a repair, a replacement or a refund, and we pay the cost of returning the item.

Damaged in transit

If a parcel arrives damaged, email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and we cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of your rights.

Items missing or the wrong thing sent

Tell us and we will fix it. If the parcel never arrives, or arrives with parts missing, or contains something you did not order, that is on us to resolve and it costs you nothing.

How to return something

Email theteam@co2meter.eu.com with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back, so it reaches the right warehouse and is credited to your order.

We aim to process refunds within 24 to 48 hours of receiving the returned goods. Payment providers usually take a few further working days to show the money back on your statement. Refunds go back to the payment method you used, or can be held as credit against a future order if you would rather.

Cancelling before dispatch

Any order can be cancelled free of charge before it is dispatched, including any item in the range. Most orders are packed within 24 to 48 hours, so tell us as soon as you can and we will tell you where yours has got to.

If something goes wrong

If you are unhappy with how we have handled a return, see our complaints handling policy. Your statutory rights are not affected by anything on this page.