Refund policy
Last updated: 28 August 2026
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return, subject to the terms and conditions set out below and any mandatory consumer rights applicable in your country.
At Dystorphic®, we aim to provide high-quality clothing and a smooth customer experience. Please read this policy carefully before placing an order.
Returns and Refunds
We offer a 14-day return period for eligible purchases.
You have 14 days after receiving your item to contact us and request a return where a return right applies.
To be eligible for a standard change-of-mind return, your item must be returned in substantially the same condition in which you received it, unworn or unused except where reasonable inspection or trying on the item is permitted by applicable law, with tags attached where applicable, and in its original packaging where reasonably possible.
You will also need your order number or other valid proof of purchase.
Returns that do not meet the applicable requirements may be rejected or may be subject to a deduction where permitted by applicable law.
Nothing in this policy removes or limits any mandatory consumer rights applicable to your purchase.
Order Cancellations
Once an order has been placed, You can Cancel the Item Within 30-Minutes After Placing the Order.
If the timeframe has been passed,
We cannot guarantee that cancellation will be possible once an order has went past the Timeframe of 30 Minutes.
Where a statutory cancellation right applies, that right remains unaffected.
How to Start a Return
To start a return, press on the "Returns" on the Store or you can contact us:
dystorphic.co@gmail.com
Please include:
- Your full name
- Order number
- Item(s) you wish to return
- Reason for the return, where applicable
- Photographs where reasonably requested
Please do not send an item back before contacting us and receiving return instructions.
Items sent back without first requesting a return may experience delays in processing or may be refused where permitted by applicable law.
Once your return has been approved, we will provide instructions on how and where to send your package.
You can always contact us through our LiveChat or email if you have any questions.
Return Shipping Costs
Unless otherwise required by applicable law, customers are responsible for the direct cost of returning unwanted items.
Where an item is faulty, damaged, defective, incorrectly supplied or otherwise requires a return because of an error on our part, we will cover reasonable return costs where required by applicable law.
International customers are responsible for complying with the return instructions provided to them.
We are not responsible for parcels lost or damaged while being returned using a shipping service that does not provide adequate tracking or proof of delivery.
Customers should retain their return tracking information until their return has been processed.
Damages and Issues
Please inspect your order upon reception.
If your item is defective, damaged, faulty, or you receive the wrong item, please contact us as soon as reasonably possible so that we can evaluate the issue and determine the appropriate resolution.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the item
- Photographs of the packaging where relevant
- Any other information reasonably requested by our customer service team
We may ask for additional photographs, videos or other evidence to investigate the issue.
Where an item is confirmed to be defective, damaged or incorrectly supplied, we will provide the remedy required by applicable law.
48-Hour Damage Reporting Request
For visible damage, incorrect items or obvious delivery issues, we ask that customers contact us within 48 hours of receiving their order where reasonably possible.
This allows us to investigate fulfilment and delivery issues quickly.
The 48-hour reporting request does not remove, reduce or replace any statutory consumer rights that may apply to your order.
If an issue becomes apparent after 48 hours, please still contact us so that we can assess the issue.
Exchanges
We do not offer direct exchanges as a standard service.
If you wish to change your size, colour, style or design, you may return the original item where a return right applies and place a separate order for the replacement item.
This allows us to process orders more efficiently and helps ensure that the replacement item is available.
Nothing in this section affects your statutory rights relating to faulty, damaged or incorrectly supplied goods.
Non-Returnable Items and Exceptions
Certain products may not be eligible for return where an applicable legal exception applies.
This may include certain:
- Personalised or customised products
- Made-to-order products
- Sealed goods that are unsuitable for return for health or hygiene reasons once unsealed
- Other products where applicable law permits a cancellation or return exclusion
Any applicable exclusion will be communicated to customers before purchase where required.
Sale or discounted items are not automatically excluded from statutory consumer rights.
Gift cards may be non-refundable except where required by applicable law.
If you are unsure whether a particular product is eligible for return, please contact us before sending it back.
Sale Items
Sale, discounted and promotional products may be subject to specific commercial terms communicated at the time of purchase.
However, purchasing an item during a sale does not remove any mandatory statutory rights that apply to the customer.
Where a statutory right to return, refund, repair or replacement applies, that right will remain unaffected.
Pre-Orders
Pre-order products are clearly identified as PRE-ORDER products before purchase.
The expected dispatch, production or fulfilment timeframe will be displayed on the relevant product page, checkout, order confirmation or other applicable purchasing information.
By placing a pre-order, customers acknowledge that the item is not expected to dispatch immediately and that fulfilment is scheduled according to the advertised pre-order timeframe.
Pre-order dates are estimates unless expressly stated otherwise.
Production, manufacturing, supply-chain, shipping or other circumstances may occasionally cause delays.
If a pre-order is delayed beyond the advertised timeframe, we will provide updates where reasonably possible.
Nothing in this section removes or limits any statutory cancellation, refund or consumer rights applicable to the customer.
Pre-Order Cancellations
If you purchase a pre-order and subsequently wish to cancel it, you have 30-Minutes to cancel before it goes through.
Where cancellation is legally available, we will process the cancellation in accordance with applicable law.
If cancellation is requested before fulfilment or dispatch and no mandatory right requires otherwise, we will review the request in accordance with our applicable terms and the circumstances of the order.
Customers should not initiate a chargeback solely because a pre-order has not shipped when the order remains within the advertised pre-order fulfilment timeframe.
Chargebacks and Payment Disputes
We want every customer to have a positive experience when shopping with us.
If you have an issue with your order, please contact us first so that we have the opportunity to investigate and resolve it.
A chargeback is a process initiated through a customer's bank, card provider or payment provider to dispute a transaction.
Before initiating a chargeback, we ask that customers give us a reasonable opportunity to investigate the issue.
If a chargeback or payment dispute is submitted, we may provide the relevant payment provider, card issuer or payment network with information and documentation relating to the transaction.
This may include:
- Order and payment details
- Order confirmation
- Product information
- Product-page information
- Pre-order information
- Shipping information
- Tracking information
- Delivery confirmation
- Customer communications
- Return and refund records
- Our applicable store policies
- Evidence relating to the products purchased
- Evidence relating to fulfilment of the order
This information may be provided to help establish the circumstances of the transaction and resolve the dispute.
Pre-Order Chargebacks
Pre-orders are clearly identified as pre-order products at the time of purchase, including the expected dispatch or fulfilment timeframe.
By placing a pre-order, customers acknowledge that the order is scheduled to be fulfilled during the stated pre-order period and that immediate dispatch is not expected.
If a customer initiates a payment dispute or chargeback solely because their pre-order has not yet shipped before the stated pre-order fulfilment period has ended, we may provide the payment provider or card issuer with evidence of:
- The customer's purchase
- The pre-order designation
- The pre-order terms displayed at the time of purchase
- The stated fulfilment timeframe
- The order confirmation
- Relevant customer communications
- The current fulfilment status of the order
Where the evidence shows that the order remains within the advertised fulfilment timeframe, we may request that the dispute be rejected.
However, we cannot guarantee the outcome of a chargeback. The final decision is made by the relevant payment provider, card issuer or payment network.
No Double Recovery
Where we have already issued a refund, replacement or other resolution for an order, customers should not seek to recover the same amount through a separate chargeback.
If a chargeback is submitted after we have already provided a refund or other resolution, we may provide evidence of the previous resolution to the relevant payment provider or card issuer.
If a customer receives both a refund from Dystorphic® and a duplicate recovery through a payment dispute, we reserve the right to seek recovery of the duplicate amount where permitted by applicable law.
Fraudulent or Unauthorised Transactions
If you believe that your payment method has been used without your authorisation, please contact your bank or card provider immediately.
You may also contact us so that we can investigate the transaction and assist where possible.
We reserve the right to investigate transactions that appear fraudulent, unauthorised or otherwise suspicious.
Where appropriate, relevant evidence may be provided to payment providers, payment processors, delivery providers or other appropriate parties.
Refunds
We will notify you once we have received and inspected your return and, where applicable, let you know whether the refund has been approved.
If approved, the refund will normally be issued to your original payment method.
Refunds will be processed within the timeframe required by applicable law.
Please remember that your bank, card provider or payment provider may require additional time to process and display the refund.
Where a customer is exercising a statutory cancellation right, any refund of delivery charges will be handled in accordance with applicable law.
Additional delivery charges for upgraded shipping may not be refundable where permitted by law.
If you believe a refund is overdue, please contact us at:
dystorphic.co@gmail.com
International Orders
We accept orders from customers in multiple countries.
International orders may be subject to additional customs procedures, import duties, taxes, fees or other charges imposed by the destination country.
Unless expressly stated otherwise at checkout, customers are responsible for any applicable customs duties, import taxes, brokerage charges or other fees imposed by their country's authorities.
Customers are responsible for ensuring that the delivery address provided at checkout is accurate and complete.
We are not responsible for delays caused by customs authorities, import procedures, local postal services or circumstances outside our reasonable control.
International delivery times are estimates and may vary depending on the destination and shipping method selected.
Customs, Duties and Refused Deliveries
Customers are responsible for understanding and complying with the import requirements of their destination country.
If a package is refused, abandoned or returned because the customer does not pay applicable customs duties, taxes or import charges, we may deduct reasonable costs incurred by us from any refund where permitted by applicable law.
This may include return shipping, customs charges, handling charges or other reasonable costs actually incurred.
Nothing in this section limits any statutory refund rights that apply to the customer.
Incorrect Delivery Information
Customers are responsible for providing accurate delivery information at checkout.
If an order is returned because an incorrect or incomplete address was provided, we may require additional shipping costs before attempting to resend the order.
If the order cannot be resent and a refund is legally due, any deduction will be handled in accordance with applicable law.
Unclaimed or Undeliverable Packages
If a package is returned to us because it was not collected, was refused, or could not be delivered due to circumstances attributable to the customer, we will contact the customer where reasonably possible.
Any refund or reshipping arrangement will be handled in accordance with applicable law and the circumstances of the order.
Product Colour and Appearance
We make reasonable efforts to display product colours, images and descriptions accurately.
However, colours may appear differently depending on a customer's device, screen settings, lighting and other factors.
Minor differences in colour or appearance that do not materially affect the product will not necessarily constitute a defect.
Final Review of Claims
Dystorphic® reserves the right to review each return, refund, replacement, cancellation and payment dispute individually based on the circumstances and evidence available.
We may request reasonable information or evidence necessary to investigate a claim.
We may refuse a voluntary return where the requirements of this policy have not been met, subject always to any mandatory statutory rights that apply.
Nothing in this section gives Dystorphic® the right to refuse a remedy that a customer is legally entitled to receive.
Consumer Rights
Nothing in this policy is intended to exclude, restrict or remove any mandatory consumer rights that apply under the laws of the country in which the customer is located or any other applicable law.
Where applicable law provides a customer with rights or remedies that are more favourable than those stated in this policy, those legal rights will apply.
Contact Us
If you have any questions about our Refund & Returns Policy, please contact us through our Socials or by Email:
Email - dystorphic.co@gmail.com
Instagram - Dystorphic.co
TikTok - Dystorphic.co
We aim to review customer enquiries and resolve legitimate issues as promptly as reasonably possible.
This policy may be updated from time to time. The version applicable to an order will generally be the version in effect when the order was placed, subject to any changes required by applicable law.
Dystorphic®