Refund policy
RETURN & REFUND POLICY Last updated: May 2026
1. Overview
This Return & Refund Policy governs the conditions under which customers may request a return or refund for orders placed at DiscoPray. By completing a purchase, you agree to the terms set forth in this policy.
DiscoPray offers a 30-day commercial guarantee from the date of delivery (or from the estimated delivery deadline if the order was not received) covering the incidents described in Section 3. This guarantee applies to objective issues only: undelivered orders, damaged products, or incorrect items received.
2. Processing & Delivery Times
To establish accurate claim windows, please note the following estimated timelines:
- Order processing: 1–3 business days from payment confirmation. Custom Edition orders require 1 additional business day for disc label production.
- Estimated delivery (US): 8–15 business days from shipment date.
Delivery times are estimates and may be affected by carrier delays, weather events, or other circumstances outside our control. These factors do not void your right to file a claim if the maximum delivery window is exceeded.
3. Accepted Reasons for Return or Refund
We only accept return or refund requests in the following cases:
3.1 Order not received within the stated timeframe If your order has not arrived after the maximum delivery window (counted from the confirmed shipment date), you may request a full refund. You must notify us in writing within 30 calendar days of the estimated delivery deadline. Claims submitted after this window will not be processed.
3.2 Order arrived damaged or defective If your product arrives visibly damaged or in a condition that prevents normal use, you must notify us within 48 hours of delivery, including photos or video clearly showing the damage to both the product and packaging. Once verified, we will offer you — at your choice — a free replacement or a full refund.
3.3 Incorrect item received If you receive an item different from what appears on your order confirmation, notify us within 48 hours of delivery with photos of the item received and the shipping label. Once confirmed, DiscoPray will cover all return and reshipping costs, or issue a full refund at your discretion.
4. Non-Accepted Reasons for Return
We do not accept returns or refunds in the following cases:
- Buyer's remorse, personal dissatisfaction, or change of mind after purchase.
- Errors in any option selected by the customer at checkout (variant, quantity, shipping address, etc.).
- Delays caused by customs hold in the destination country, provided the package is in transit within the maximum delivery window.
- Products that have been used, altered, or show damage caused by misuse.
- Requests submitted outside the 30-day guarantee window stated in this policy.
5. How to Request a Return
- Email us at [your support email] with your order number, the reason for your claim, and a detailed description of the issue.
- Attach photos or video documenting the problem (required for damage or incorrect item claims).
- Our team will review your request and respond within 3 business days with next steps.
- If approved, we will provide specific instructions for returning the product (if applicable).
Requests submitted outside the stated timeframes will not be processed, regardless of the reason given.
6. Refund Timeline & Method
Once a refund is approved, the amount will be returned via the original payment method within 5–10 business days, depending on your bank or payment provider. DiscoPray is not responsible for delays attributable to your financial institution.
7. Return Shipping Costs
Return shipping costs are the customer's responsibility, except in cases covered under Section 3.3 (incorrect item) or where the error is solely attributable to DiscoPray. In those cases, DiscoPray will cover all return and reshipping costs in full.
8. Limitation of Liability
DiscoPray is not liable for delays or losses resulting from force majeure, natural events, carrier strikes, customs restrictions, or other circumstances beyond our control. However, if a package loss is officially confirmed by the carrier, we will process a full refund or reshipping at no cost to the customer.
9. Policy Updates
DiscoPray reserves the right to modify this policy at any time. Changes will be published on this page with the updated date. The policy in effect at the time of purchase applies to each order.
10. Contact
For questions or to open a claim:
- Email: Discopray@proton.me
- Contact form: available on our website
We respond to all inquiries within 3 business days, Monday through Friday.