Refund Policy

Purpose

This Policy governs the scope, conditions and procedure applicable to withdrawal, return and refund of physical pieces purchased through Disocy. It covers the return of the piece and the items delivered with it, including the physical documentation and embedded hardware when applicable.

This Policy complements and does not replace mandatory consumer rights under applicable law.

Applicable definitions

  • Piece: physical product manufactured by or for Disocy, which may incorporate digital identity elements.
  • Reservation: act by which the customer requests the conditional manufacture of a piece and, where applicable, makes a partial or full advance payment under the relevant campaign or ordering model.
  • Minimum threshold: objective condition that must be reached to activate campaign production, such as a minimum number of reservations or another published criterion.
  • DiD™: where relevant, the digital identity system linked to the piece.

Applicable time limits

  • Time to request a return: 14 calendar days from the shipment date.
  • Total admissible period, including transit allowance: 21 calendar days.
  • Additional transit allowance: 7 calendar days (included in the total period above).

For operational shipping details and labels see the Shipping Policy.

Scenario 1: Refund before shipment

Scope

This procedure applies when the order has not yet been dispatched and the purchaser requests a reversal of payment. In this scenario the process is a refund: there is no obligation to return the physical piece.

Procedure

  1. The purchaser requests the refund from their collection while the order status indicates it has not been shipped.
  2. Disocy reviews the request and the order data to determine whether the refund is admissible.
  3. If the request is approved, the amount will be refunded to the original payment method unless there is a duly justified technical impediment.
  4. If the request is denied, the purchaser will be notified with reasons and the order will continue its normal process.

Effects and considerations

  • There is no shipping phase for returns: no label is issued and the piece is not required to be returned.
  • Communication will be sent by email and/or as a notification in the account.
  • Where appropriate, expected refund timing will be provided, subject to the payment provider's processes.

Scenario 2: Return after shipment

Scope

This procedure applies when the piece has been shipped and the purchaser requests a return and the corresponding refund.

Items that must accompany the return

Unless otherwise stated in the order configuration, the return must include:

  • The physical piece in its original packaging.
  • The physical documentation supplied in Disocy Box: certificate of authenticity and technical data sheet, including the printed claim token if applicable.
  • Embedded hardware: DiD™ Primary Chip as mandatory component. Where supplied, DiD™ Backup Chip and/or DiD™ Card must also be returned.
  • Materials and accessories originally included with the order, for example: Disocy Tote Bag.

An incomplete return or a return missing required items may be rejected or subject to technical review and a depreciation assessment.

Eligibility criteria

A return may be accepted when, at minimum, the following conditions are met:

  • The piece shows no material use, alterations or damage that compromise its preservation or suitability for resale.
  • Labels, seals, documentation and identification elements are preserved to the extent compatible with a normal return.
  • The integrated hardware (including DiD™ Primary Chip and, where applicable, DiD™ Backup Chip and DiD™ Card) shows no signs of manipulation, damage or technical alteration.

The presence of the printed claim token is evidentiary but does not by itself guarantee acceptance. Final admission is subject to inspection on receipt.

How to initiate the return

  1. Access your collection from your account.
  2. Select the piece and choose the option to initiate a return.
  3. Confirm that the piece is claimed and active in your account.
  4. If you cannot complete the process on the platform for technical reasons, contact support@disocy.com.

Prepare before initiating the request:

  • the Piece DiD™ number;
  • the claim token printed on the delivered documentation;
  • the order reference, if available.

Operational details such as label issuance, transport or drop-off points are governed by the Shipping Policy. After approval of the request, Disocy will send instructions to the customer and, where applicable, provide the shipping label by email and/or make it available for download from the piece details in the collection.

Inspection and decision

  1. On receipt the shipment will be logged and the applicable technical and material inspection will commence.
  2. The inspection will verify the physical condition of the piece, the integrity of the delivered documentation and, where applicable, the functionality and integrity of the embedded hardware.
  3. The admission or rejection decision will be notified with the corresponding technical rationale and, if applicable, the breakdown of any deductions.
  4. If you consider there has been a manifest error in the decision, you may request a review following the instructions in the notification. Legal claims may be directed to legal@disocy.com.

Refunds

  • If the return is approved, the refund will be credited, unless technically impossible for justified reasons, to the same payment method used for the purchase.
  • Where deductions apply due to damage, depreciation or non-compliant use, the reason and the deducted amount will be expressly stated in the resolution.
  • Processing times depend on payment providers and system configuration; they will be communicated in the resolution. For assistance contact support@disocy.com.

Exclusions and non-applicable cases

Statutory exceptions apply, including, where relevant:

  • Personalised or made-to-order items.
  • Items expressly identified as final sale in the product listing.
  • Products whose handling by the customer has caused irreversible damage or a substantial loss of suitability for resale or preservation.

For the general contractual framework consult the Terms of Service and Governance.

Personal data processing

Personal data processed in connection with returns and refunds is handled in accordance with the Privacy Policy. Processing is based, as applicable, on contract performance, compliance with legal obligations and, where appropriate, legitimate interest for claim management and defence.

Dedicated return contact

This Policy does not limit statutory consumer rights or displace mandatory applicable law.

INTEGRATED LEGAL LINKS

For a complete understanding of your relationship with Disocy, please review:

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Disocy® is a registered trademark. All rights reserved.

DiD™ is a brand of Disocy®