Return, Cancellation and Refund Policy

Effective Date: October 7, 2026

DSGNCONCEPT aims to provide clear and fair procedures regarding cancellations, returns, refunds, and defective products. The consumer's mandatory legal rights are always reserved. Where the law of the country where the purchase is made provides more favorable rights than those outlined in this Policy, those mandatory rights shall take precedence.

1. BEFORE PLACING AN ORDER

Before purchasing, customers should review product dimensions, materials and finishes, product specifications, estimated production and delivery times, whether the product is standard/made-to-order/custom-made, pricing and fees, and shipping/return conditions.

If clarification is needed, please contact DSGNCONCEPT: [email protected]

2. STANDARD PRODUCTS

A standard product is the product offered to the customer without any specific modifications or personalization. Returns are subject to the mandatory consumer rights applicable to the purchase and to this Policy insofar as they do not conflict with those rights.

The product must be returned in a condition consistent with the extent permitted to the customer's inspection and use under applicable law. Where permitted by law, a deduction may be made for the decrease in value resulting from use beyond the necessary inspection.

3. EU/EEA CONSUMER RIGHT OF WITHDRAWAL

For eligible EU/EEA consumer distance purchases, there is generally a 14-day legal withdrawal period. This period generally begins on the date the consumer or a designated third party physically receives the goods. No reason is required to exercise the right of withdrawal. The right of withdrawal may not apply unless there is a legally recognized exception.

4. SPECIAL AND PERSONALIZED PRODUCTS

Some products can be manufactured according to the customer's chosen dimensions, materials, finish, color, configuration, or other specific requirements.

DSGNCONCEPT may rely on an exception to the right of withdrawal for goods made to the customer's specifications or that are explicitly personalized, where applicable law provides for such an exception. However, the fact that the product is manufactured after the order is placed does not, in itself, negate all consumer rights.

5. CANCELLATION BEFORE PRODUCTION STARTS

Cancellation requests made before production begins will be evaluated considering the product type, whether production has started, whether special materials have been sourced, whether the product is personalized, the customer's legal status, and mandatory law.

6. CANCELLATION AFTER PRODUCTION HAS STARTED

Cancellation of a custom-made or bespoke product after production has begun may result in costs incurred by DSGNCONCEPT. Where applicable law permits the retention or collection of such costs, they may be deducted from the refund amount. No cancellation fee will be applied, as this would conflict with a peremptory consumer right.

7. PRODUCTS DAMAGED DURING DELIVERY

If the product arrives damaged, the customer should contact DSGNCONCEPT as soon as reasonably possible. Please provide the order number, photos of the outer and inner packaging, photos of the damaged product, and a description of the damage. The packaging should be kept until the claim is processed.

This procedure does not negate mandatory legal rights.

8. DEFECTIVE OR NON-CONFORMING PRODUCTS

Products that are defective, substantially damaged, unsafe, substantially different from their description, or legally non-conforming with the contract will be addressed according to the applicable legal or contractual remedy. The remedy may be repair, replacement, price reduction, refund, or another legally required remedy.

Unless necessary for safety reasons, defective products should not be discarded or substantially altered before DSGNCONCEPT has had a reasonable opportunity to assess them.

9. EU/EEA LEGAL GUARANTEE

Compulsory legal conformity rights apply to eligible EU/EEA consumer purchases. EU law generally provides for a minimum legal warranty of two years for goods; national law may provide broader protection. The commercial warranty offered by DSGNCONCEPT does not replace or diminish these compulsory rights.

10. RETURNS

Where a return is possible, DSGNCONCEPT will provide return instructions. The customer must not ship the product to an address other than the one provided by DSGNCONCEPT for the relevant return. For international returns, independent customs returns should not be arranged without following DSGNCONCEPT's instructions; incorrect declarations may lead to additional customs charges or delays.

11. RETURN SHIPPING COSTS

Who is responsible for return shipping costs depends on the reason for the return, applicable consumer law, whether the product is defective/non-conforming, the exercise of the legal right of withdrawal, and the information provided before the purchase. In cases permitted by law and where the customer has been duly informed beforehand, return shipping costs may be borne by the customer. In returns where DSGNCONCEPT is legally responsible, the relevant return shipping costs will be covered by DSGNCONCEPT.

12. REFUNDS

DSGNCONCEPT will process the refund within the timeframe prescribed by applicable law after receiving the returned product or obtaining sufficient evidence of its return. Refunds are normally made to the original payment method. Unless expressly permitted by law, no separate refund processing fee will be charged.

13. CANCELED OR DELAYED ORDERS

If DSGNCONCEPT cancels an order because it cannot fulfill it, the customer will receive a refund as required by applicable law. For US orders, applicable federal online ordering rules requiring expedited refunds will be followed.

14. CUSTOMS, TAXES AND NON-DELIVERY

If an international customer refuses delivery due to legally payable customs duties, import taxes, or other arrival costs, the costs of return, storage, destruction, or reshipment may be passed on to the customer to the extent permitted by applicable law and carriage regulations. This provision does not limit the customer's mandatory rights in cases where the failure to deliver is attributable to DSGNCONCEPT.

15. CHANGES

Automatic exchange is not offered for every product. In case of an exchange request, DSGNCONCEPT may instead apply the applicable return and refund process and request a new order. Defective or non-conforming products are not treated as normal exchange requests, but rather as subject to applicable legal remedies.

16. COMMERCIAL CUSTOMERS

B2B orders are primarily subject to applicable offers, purchase orders, project contracts, or other commercial agreements. Unless mandatory law requires otherwise, consumer-specific rights of withdrawal do not automatically apply to B2B transactions.

17. COMMUNICATION

For return and refund requests: [email protected]
Website: dsgnconcept.com