Retur- og refusjonspolicy
At Distopion, we offer eligible customers a 30-day return window from delivery. You may request store credit or a refund to your original payment method, subject to the conditions below. Your statutory consumer rights remain unaffected.
1. How to Start a Return
Start your request through our Returns Portal.
Step 1. Enter your order information and select the items you want to return.
Step 2. Choose store credit or a refund to your original payment method.
Step 3. Submit your request and follow the return instructions.
Step 4. If a label is provided, print it and any required return form, securely package the items, and hand the parcel to the designated carrier or drop-off point.
Do not send a return to an address you found independently. Use the destination provided in your approved return instructions. If you need help, email help@distopion.com with your order number. A statutory cancellation may also be communicated by a clear email statement without using the portal.
2. Return Eligibility
For our voluntary 30-day return policy, submit the request within 30 days of delivery. Items must generally be unworn, unwashed, unused, and unaltered, apart from reasonable handling to inspect or try them on. Original tags, packaging, and included accessories should be returned where reasonably possible. We may ask for proof of purchase.
After approval, please ship your return within 14 days unless instructed otherwise. Returns showing excessive wear, damage, stains, odors, washing, or alteration may be refused or have their refund value reduced where legally permitted. Mandatory consumer rights take precedence.
3. Refund Options
Store credit - free return label: For eligible store-credit returns, we provide a free return label in the countries covered by our label service. Store credit is issued after your return is received and approved, and can be used on a future Distopion purchase. It is not ordinarily redeemable for cash once voluntarily accepted, except where required by law.
Refund to original payment method - paid return label: For ordinary voluntary returns, you pay the applicable return shipping fee shown below. Where legally permitted, this fee is deducted from your refund or collected during the return process.
No processing fee: We do not charge processing or restocking fees.
No direct exchanges: To order a different size or item, return the eligible original purchase and place a new order.
For countries where we do not provide return labels, customers arrange and pay for their own return shipping, including store-credit returns, unless otherwise required by law or agreed with us.
4. Return Label Fees by Country
These fees apply to standard returns refunded to the original payment method when using our provided return label. Eligible store-credit returns have a free return label in the covered countries.
| Country | Return label fee |
|---|---|
| Belgium | €15 |
| Bulgaria | €18 |
| Canada | CA$25 |
| Czech Republic | CZK 350 |
| Denmark | DKK 85 |
| Estonia | €15 |
| Finland | €12 |
| France | €9 |
| Germany | €9 |
| Greece | €35 |
| Hungary | HUF 5,500 |
| Ireland | €9 |
| Italy | €9 |
| Latvia | €15 |
| Lithuania | €15 |
| Luxembourg | €18 |
| Netherlands | €10 |
| Poland | PLN 55 |
| Portugal | €12 |
| Romania | RON 90 |
| Slovakia | €15 |
| Slovenia | €15 |
| Spain | €9 |
| Sweden | SEK 160 |
| Switzerland | CHF 20 |
| United Kingdom | £9 |
| United States | US$15 |
Label fees may change with carrier pricing. The applicable fee and currency are confirmed during the return process. Returns for which we are responsible are handled separately as described in Section 9.
5. Returns From Other Countries
If your country is not listed above, we do not currently provide a return label. You must arrange and pay for return shipping yourself, unless applicable law or our instructions provide otherwise. We will assign the nearest suitable available returns warehouse for your location.
Submit a return request first and wait for the correct warehouse address. Use a trackable shipping method that delivers directly to that address, and keep your postage receipt. Do not send returns to our registered company address or any previous warehouse address.
6. Return Delivery Requirements
Our warehouses generally cannot collect parcels held at post offices, parcel lockers, Packstations, courier depots, or other collection points. Your shipment must be delivered directly to the authorized warehouse address. You may, however, drop off a parcel at the sending carrier's designated location when using our return label.
If a correctly addressed parcel is redirected by the carrier, email help@distopion.com with tracking details and proof of shipment so we can investigate. These instructions do not restrict mandatory consumer rights.
7. Non-Returnable Items
Under our voluntary return policy, gift cards, items clearly marked Final Sale where legally permitted, merchandise worn or damaged after delivery, unsealed hygiene-sensitive goods where a legal exception applies, and genuinely personalized goods where a legal exception applies may not be returnable.
These exclusions do not remove statutory cancellation rights where applicable or rights concerning defective or incorrectly supplied goods. A discount or Final Sale designation alone does not override mandatory law.
8. Return Processing and Refunds
Standard processing: Approximately 1 week after your return is received at our warehouse.
November and December: Processing may take up to 2 weeks after warehouse receipt because of increased seasonal return volumes.
Processing includes inspection and issuing approved refunds or store credit. These periods begin when the warehouse receives your parcel, not when you ship it. Once we issue a refund, your bank or payment provider may take another 5-15 business days to show the funds.
If an item does not qualify under our voluntary return rules, we may decline the return, make a legally permitted reduction, or arrange to return the goods to you. We will explain any additional charges before arranging return shipping. Statutory refund deadlines always take precedence over our processing estimates.
9. Original Delivery Costs and Faulty Items
For voluntary returns, original outbound shipping charges are generally not refunded, including on partial returns. Where a qualifying statutory withdrawal requires it, we refund the least-expensive standard outbound delivery cost. Additional charges for upgraded or priority delivery may be excluded where legally permitted.
If you received a damaged, defective, or incorrect item, contact help@distopion.com with your order number, a description, and photos where possible. We ask that visible shipping damage or incorrect items be reported promptly, preferably within 48 hours, to help us investigate. This is not a deadline that removes your legal rights. Where required by law or where the issue results from our confirmed error, we will provide the appropriate remedy and cover reasonable return shipping costs.
10. EU and UK Statutory Withdrawal Rights
Consumers covered by applicable EU or UK distance-selling laws generally have a right to cancel an eligible online purchase within 14 days after receiving the goods, without giving a reason, subject to statutory exceptions. Notify us within the applicable period through the portal or a clear statement emailed to help@distopion.com. Goods generally must be sent back within 14 days of that notice.
For qualifying withdrawals, we reimburse amounts required by law, including the original least-expensive standard delivery cost when applicable, without any processing or restocking charge. Customers normally pay the direct cost of returning unwanted goods when properly disclosed, unless we agree otherwise or law requires us to pay. Refunds are made to the original payment method unless an alternative is expressly agreed and legally permitted.
We follow the statutory refund timetable. Where legally permitted, reimbursement can be withheld until we receive the goods or sufficient evidence they were sent back, whichever comes first. Any deduction for diminished value will be made only where allowed by law. Missing original packaging or detached tags do not automatically cancel statutory withdrawal rights. Legal rights for defective or non-conforming goods are separate and unaffected.
11. International Returns and Customs
When arranging international return shipping, complete all required customs forms accurately. Where appropriate, identify the parcel as returned merchandise rather than a new commercial sale. Keep your shipping receipt and tracking information. Contact us before shipping if you are unsure of the correct destination or documents. Unexpected postage-due or customs-collection shipments may be delayed or refused where legally permitted.
12. Missing Refunds and Payment Disputes
If we have confirmed that your refund was issued but it has not appeared, check your original payment account and allow your payment provider's normal processing time. If it is still missing, contact your provider or email us with your order number so we can investigate.
For order or return disputes, please contact our team. We may provide relevant order, delivery, return, inspection, and refund records to a payment processor or issuing bank. This does not limit legally available remedies.
13. Your Rights and Contact Information
Nothing in this policy excludes or limits any mandatory consumer right. If any condition conflicts with applicable mandatory law, that law takes precedence.
Distopion
Email: help@distopion.com
Returns: Start a Return