Refund Policy

Purpose

This policy governs the conditions, scope and procedure applicable to withdrawal, return and refund of physical items purchased through Disocy. It covers the return of the item and any elements delivered with it, including physical documentation and integrated hardware where applicable.

This document complements and does not replace the consumer legal rights enforceable 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 timeframes

  • A return may be requested within 14 calendar days following the actual receipt of the item.
  • The remaining applicable time can be checked at any time from the collection by opening the detail of the corresponding DiD™.

Technical incidents, covered chip issues, or manufacturing defects associated with an eligible claimed DiD™ may be handled through the Policy, which operates separately from this return policy.

For operational details about shipping and labels consult the Shipping Policy.

Scenario 1: Refund before shipment

Scope

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

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 data associated with the order to verify whether the refund is appropriate.
  3. If the request is approved, the amount will be credited to the same payment method used for the purchase unless there is a duly justified technical impossibility.
  4. If the request is rejected, the purchaser will receive a notification explaining the reasons and the order will proceed as usual.

Effects and considerations

  • There is no logistical return phase: no label is sent and no return of the item is requested.
  • Communication to the customer will be made by email and/or via a notification in the account.
  • If applicable, the notification will indicate the estimated crediting times, which depend on the payment provider.

Scenario 2: Return after shipment

Scope

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

Items that must accompany the return

Unless expressly indicated in the order configuration, the return must include:

  • The physical item in its original packaging.
  • The physical documentation delivered in Disocy Box: physical certificate of authenticity and technical data sheet, including the printed claim token if applicable.
  • The mandatory integrated hardware: DiD™ Primary Chip. If DiD™ Backup Chip and/or DiD™ Card were provided at delivery, they must also accompany the return.
  • The materials and accessories originally delivered with the order, for example: Disocy Tote Bag.

An incomplete return or one with missing elements may be rejected or subject to a technical assessment that could result in a deduction for depreciation.

Eligibility requirements

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

  • The item shows no material use or alterations that compromise its preservation or suitability for resale.
  • Tags, seals, documentation and identifying 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 tampering, damage or technical alteration.

The presence of the claim token in the documentation is relevant supporting evidence. Final admission is conditional on the technical inspection upon receipt.

How to start the return

  1. Access your collection from your account.
  2. Select the item and choose the option to start the return.
  3. Verify that the item is listed as claimed and active in your account.
  4. If you cannot complete the process on the platform for technical reasons, contact [email protected].

Before starting the request have the following ready:

  • the item's DiD™ number;
  • the claim token printed in the documentation provided;
  • the order number or purchase reference, if you have it.

Operational details about labels, pickups or drop-off points are governed in the Shipping Policy. After the request is approved, Disocy will send instructions for the return and, when applicable, will provide the shipping label by email and/or make it available for download from the item view in the collection.

Inspection and resolution

  1. Upon receipt of the shipment, the receipt will be recorded and the corresponding technical-material inspection will begin.
  2. The inspection will verify the physical condition of the item, the integrity of the documentation provided and, where applicable, the functionality and integrity of the integrated hardware.
  3. The admission or rejection decision will be notified with the technical justification and, where applicable, with an itemized breakdown of deductions applied for damage or depreciation.
  4. In case of disagreement with the resolution, the purchaser may request a review in accordance with the instructions included in the notification. Legal claims may be directed to [email protected].

Refunds

  • If the return is approved, the refund will be made, except for a duly justified technical impossibility, to the same payment method used for the purchase.
  • When deductions apply for damage, depreciation or non-conforming use, the cause and the deducted amount will be specified in the resolution notification.
  • Refund processing times depend on the payment provider's configuration; specific information will be communicated in the resolution. For operational assistance consult [email protected].

Exclusions and cases where the right does not apply

The right of withdrawal does not apply in the cases provided by applicable law and in the product-specific conditions, which include, where applicable:

  • Customized or made-to-measure goods.
  • Items expressly marked as final sale on the product page.
  • Products with irreversible damage caused by the purchaser or substantial loss of suitability for preservation or resale.

For the general contractual framework and the consequences regarding ownership or transfer consult the Terms of Service and the Governance.

Processing of personal data

Personal data processed in connection with returns and refunds is handled in accordance with the Privacy Policy. Processing may be based on performance of the contract, compliance with legal obligations and, where applicable, legitimate interest for the management and defense of claims.

Specific contact for returns

This policy does not limit the consumer's legal rights nor displace applicable mandatory law.

INTEGRATED LEGAL LINKS

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

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DiD™ is a brand of Disocy®