Widerrufsrecht
1. Overview
Distopion accepts eligible return requests made within 30 days of delivery, as shown by carrier tracking where available.
Returns must meet the eligibility requirements below and must be initiated and authorized through our return process before being shipped.
Certain customers may also have mandatory statutory rights in addition to this 30-day commercial return policy. These rights are explained further below.
2. Starting a Return
To start a return, use the return portal linked on our website.
If you are unable to access the portal, contact help@distopion.com and include your order number.
A return must be authorized before it is sent.
Do not send merchandise to an address found independently online, to our company registration address, or to any previous return address. Always use the return address provided with your approved return instructions.
Unauthorized returns may be refused where permitted by law.
Unless your return instructions or applicable law provide otherwise, an approved voluntary return should be shipped within 14 days after return authorization.
3. Return Eligibility
For a return under Distopion's voluntary 30-day return policy, merchandise must generally be in the same condition in which it was received.
Items should be unworn, unused, unwashed and unaltered, with original tags attached and, where applicable, returned with their original packaging.
Proof of purchase may be required.
If merchandise shows signs of wear, washing, odor, stains, damage, alteration or handling beyond what is reasonably necessary to inspect the merchandise, Distopion may reduce the refund or refuse the voluntary return where permitted by applicable law.
Mandatory statutory consumer rights remain unaffected.
4. Final Sale and Non-Returnable Items
Under Distopion's voluntary return policy, the following items may not be eligible for return:
- Gift cards.
- Merchandise clearly identified as Final Sale before purchase.
- Merchandise that has been worn, washed, used, altered or damaged after delivery.
- Sealed hygiene-sensitive merchandise after the seal has been broken, where applicable.
These exclusions do not apply where applicable law requires us to accept the return. In particular, designation as “Final Sale” does not remove a statutory right of withdrawal where such a right legally applies.
5. Return Delivery Requirements
This section applies to the extent permitted by applicable law.
Returns must be sent to the exact return address provided by Distopion in the customer's approved return instructions.
The customer must choose a shipping service capable of delivering the parcel directly to the provided return address.
Our return facilities are generally unable to collect parcels from:
post offices, parcel shops, carrier depots, service points, access points, parcel lockers, Packstations or other third-party pickup or collection locations.
Customers should therefore not intentionally select a hold-for-collection, parcel-shop, post-office, locker or pickup-point delivery service for a Distopion return unless Distopion has specifically instructed them to do so.
A tracking status such as “available for pickup,” “ready for collection,” “held at post office,” “delivered to parcel shop,” or similar does not, by itself, mean that Distopion or our authorized warehouse has received the return.
Where a customer selects an unauthorized pickup-point service, uses an incorrect or incomplete return address, or otherwise causes a parcel to require collection rather than delivery, the customer may be required to arrange redelivery to the authorized return address before the return can be treated as received, where permitted by law.
If the parcel was correctly addressed and the carrier independently redirected it to a pickup or collection location, please contact help@distopion.com promptly and provide the tracking information and proof of shipment so that we can investigate.
Nothing in this section overrides mandatory statutory consumer rights, including applicable EU withdrawal rights.
6. Return Shipping and Responsibility
Unless the return concerns an item that is defective, incorrect, damaged due to our responsibility, or applicable law requires otherwise, the customer is responsible for the cost of return shipping.
Return parcels must be sent with postage prepaid. Returns sent cash-on-delivery, postage-due, or requiring Distopion to pay unexpected carrier charges may be refused where permitted by law.
For voluntary returns outside mandatory statutory return rights, the customer is responsible for selecting an appropriate carrier and return method until the parcel is successfully delivered to the authorized return address, to the extent permitted by law.
We strongly recommend using a trackable return service and retaining:
the shipping receipt, tracking number and any documentation showing the recipient and return address.
Our warehouse accepts deliveries on business days. Weekend delivery may not be available.
7. Original Shipping Charges
Shipping charges paid on the original order are generally non-refundable under Distopion's voluntary return policy.
For partial returns, the original shipping charge is generally not refunded.
Where applicable law requires reimbursement of original delivery costs — including qualifying statutory EU withdrawals — we will reimburse those costs as required by law.
Any additional amount paid because the customer selected an upgraded, express or other delivery method rather than the least-expensive standard shipping option may remain non-refundable where permitted by law.
8. Refunds and 2% Processing Fee
For qualifying voluntary returns, a 2% return processing fee may be deducted from the value of the returned merchandise where permitted by law.
The fee helps cover payment and return-processing expenses associated with the transaction.
The 2% fee does not apply where such a deduction is prohibited by applicable law, including where an EU statutory right of withdrawal requires reimbursement without such a fee.
It also does not apply where a return results from our confirmed error or where applicable law requires otherwise.
9. Inspection and Refund Processing
Once a voluntary return has been delivered to our authorized return facility, it will be inspected.
If the return complies with this policy, the refund will normally be issued to the original payment method.
If merchandise does not meet the applicable return requirements, we may reduce the refund, refuse the voluntary return, or offer to send the merchandise back to the customer where permitted by law. Additional shipping costs may apply.
Once a refund has been processed by Distopion, banks and payment providers may require additional time before the funds appear in the customer's account. This commonly takes approximately 5–15 business days, although processing times vary by provider.
Mandatory statutory refund deadlines take precedence where applicable.
10. Damaged, Defective or Incorrect Merchandise
If merchandise arrives damaged, defective or different from what you ordered, please contact help@distopion.com as soon as possible.
Where possible, we ask customers to report visible shipping damage or incorrect merchandise within 48 hours of delivery, together with photographs of:
the merchandise, packaging and shipping label.
Reporting within 48 hours helps us investigate carrier and fulfillment issues quickly. Failure to report within 48 hours does not eliminate any mandatory statutory rights you may have.
Where a defect, damage or fulfillment error is confirmed, Distopion will provide the appropriate remedy required by applicable law and our policies, which may include repair, replacement or refund.
Where required by law or where the issue resulted from our error, Distopion will cover reasonable return-shipping costs.
11. Exchanges
Unless otherwise stated, Distopion generally does not offer direct size or preference exchanges.
If you would like a different size or product, you may return the original eligible merchandise and place a new order.
For defective, damaged or incorrectly supplied merchandise, an exchange or replacement may be available depending on the circumstances, inventory and applicable consumer law.
12. EU Statutory Right of Withdrawal
If you are a consumer covered by European Union distance-selling rules, you generally have a statutory right to withdraw from an eligible online purchase within 14 days after receiving the goods, without providing a reason, subject to applicable legal exceptions.
To exercise this right, you must inform Distopion of your decision to withdraw through a clear statement before the withdrawal period expires.
After notifying us of the withdrawal, you must send the merchandise back within the statutory return period applicable to you.
Unless Distopion has agreed to pay return shipping or the return concerns non-conforming merchandise for which we are responsible, you are responsible for the direct cost of returning the merchandise where permitted by law.
For a qualifying statutory withdrawal, Distopion will refund payments required by law, including the cost of our least-expensive standard outbound delivery method where applicable.
Any additional amount paid for a more expensive shipping method, such as express or priority delivery, does not have to be reimbursed to the extent permitted by law.
For qualifying EU statutory withdrawals, Distopion may withhold reimbursement until either:
We receive the returned merchandise; or customer provides legally sufficient evidence that the merchandise has been sent back, whichever occurs first, as required by applicable law.
Refunds will be made using the same payment method used for the original transaction unless otherwise agreed and legally permitted.
Customers may be responsible for diminished value caused by handling the merchandise beyond what is necessary to establish its nature, characteristics and functioning, where permitted by law.
The Distopion 2% voluntary-return processing fee does not override these statutory withdrawal rights.
Nothing in this section limits statutory rights relating to defective or non-conforming merchandise.
13. Returns From Outside the European Union
Customers returning merchandise internationally are responsible for correctly completing any required shipping or customs documentation unless Distopion provides the return label or applicable law requires otherwise.
Where appropriate, returned merchandise should be accurately identified as returned goods rather than a new commercial sale.
Customers should not intentionally select shipping methods that require Distopion or our warehouse to collect the parcel from a third-party pickup point.
14. Late or Missing Refunds
If Distopion has confirmed that a refund has been processed but it is not yet visible:
first check your payment account again and allow your bank or card issuer's normal processing period.
If the refund remains missing after the expected processing period, contact your payment provider.
You may also contact us at help@distopion.com and we will review the refund transaction.
15. Payment Disputes and Chargebacks
If you experience a problem with an order, return or refund, please contact help@distopion.com so that we can investigate and resolve the issue.
If a payment dispute or chargeback is opened, Distopion may provide relevant documentation to the payment processor, card network or issuing bank, including:
order information, delivery evidence, return authorization records, the return policy applicable to the transaction, evidence of acceptance of applicable terms, customer communications, return tracking information and evidence showing whether the return was delivered to our authorized return location.
The filing of a payment dispute does not alter or limit any mandatory consumer rights.
16. Other Mandatory Consumer Rights
Consumer-protection laws differ between jurisdictions.
Nothing in this Return & Refund Policy excludes, restricts or replaces any consumer right that cannot legally be waived or limited by contract.
Where a provision of this policy conflicts with mandatory applicable law, the mandatory law will apply to the extent of that conflict.
17. Contact
For questions regarding returns or refunds, contact:
Distopion
Email: help@distopion.com
Please include your order number when contacting us about an existing purchase.