Exchanges, Not Refunds
DYSTOWNED does not offer cash refunds. An accepted return is exchanged for another piece — it is not refunded to your card.
There is one exception, and it is ours to honor: if a piece arrives with a manufacturing fault, or we sent you the wrong item, we put it right at our cost. That is set out below.
What Can Be Returned
Every piece we make is a one-off. Once a piece has been worn or opened it cannot go back into the run, so the only ground for a return is condition.
A piece is eligible for exchange only if it is completely untouched:
- Unworn and unwashed
- Unaltered — no tailoring, hemming, resizing, or repair
- Every tag still attached
- Original packaging intact
- The DUID host still sealed and unopened
If any of those is not true, the piece cannot be returned or exchanged. Opening the DUID host makes a piece non-returnable on its own — it is the record of ownership, and once opened it has been claimed.
Custom and personalized pieces cannot be returned or exchanged under any circumstances.
If We Got It Wrong
If a piece reaches you with a manufacturing fault, or is not the piece you ordered, this policy does not apply and you are not out of pocket.
We will exchange the piece, or repair it, at our cost — including return shipping. Where the piece cannot be replaced, which for a one-off run is often the case, we will refund it in full.
Tell us within a reasonable time of delivery, with photographs of the fault, and we will arrange it.
Starting an Exchange
Write to contact@dystowned.com with your order number and the piece's DUID, and tell us what you would like to exchange it for.
Do not send anything back before we have replied. A piece returned without an agreed exchange cannot be processed and will be sent back to you.
Once we confirm, we will tell you where to send the piece. We inspect it against the conditions above on arrival. If it meets them, your exchange is dispatched. If it does not, we return it to you and the original sale stands.
Shipping Costs
You pay return shipping on an ordinary exchange. We pay it when the return is our error — a manufacturing fault or a mis-shipped piece.
We recommend a tracked service. Until a piece reaches us it remains your responsibility, and we cannot exchange a piece that does not arrive.
What Happens to the DUID
A DUID is bound to the piece, not to the order. When an exchange is accepted, the returned piece's DUID is marked returned and held, and the piece you receive in its place carries its own DUID, which becomes yours.
Your Statutory Rights
Nothing in this policy limits rights you have under applicable law, including any rights regarding goods that are faulty or not as described. Where the law gives you a remedy we have not offered here, the law governs.
Contact
Email: contact@dystowned.com