Refund policy

At DISOCY, the acquisition of a Piece represents a commitment to archival quality and technical excellence. Because our Pieces are physical-digital hybrids, the return process is specifically designed to protect both the structural integrity of the garment and the cryptographic security of its DiD™ (Disocy Identity) nodes.

SECTION 1 — THE RETURN WINDOW

In accordance with Article 9 of Directive 2011/83/EU and Article 71 of the Spanish TRLGDCU, DISOCY provides a 14-day return window. You have 14 calendar days from the date on which you (or a third party indicated by you) acquire physical possession of the Piece to initiate a return request through our official channels.

SECTION 2 — PACKAGING INVENTORY & VERIFICATION

Upon receipt of the consignment, the owner must verify the integrity of the Disocy Premium Box. To remain eligible for a refund, the return shipment must include the complete archival set as originally delivered. Failure to include any of the following items (where applicable) will result in a reduction of the refund amount or the total rejection of the return:

  1. The Core Consignment:

    • The Piece: Handcrafted and individually inspected.

    • Disocy Premium Box: The custom-engineered archival container.

    • Delivery Note: Official documentation detailing the acquisition.

  2. Mandatory DiD™ Hardware:

    • Primary DiD™ Chip: EAL5+ node with NFC integrated within the signature circular woven label.

    • DiD™ Card: Physical EAL5+ card with NFC containing the unique Claim Token printed on its reverse.

    • DiD™ Chip Backup (If included in specific Piece): If your Piece includes a secondary backup node sewn into a concealed structural location, it must remain intact and untampered.

  3. Promotional & Auxiliary Assets (If included in the original package):

    • Maison Totebag: The protective textile carrier (if provided with the Piece).

    • Sticker Sets & Ephemera: Official brand collateral (where applicable).

    • Explanatory Letter & Support Docs: All printed technical guidance.

Critical Notice: The manual input of the Claim Token constitutes the "digital unsealing" of the asset. Once activated, the Piece is no longer in its factory-fresh archival state, which invalidates the right of withdrawal.

SECTION 3 — ELIGIBILITY AND "ARCHIVAL CONDITION"

To ensure the integrity of the ecosystem, any returned Piece must strictly adhere to its original archival condition. Eligibility is based on:

  • Physical State: The Piece must be unworn, unused, unaltered, and free of marks or odors.

  • Branding & Tags: All original tags and security seals must remain intact and attached.

  • Technical Integrity: Both EAL5+ hardware nodes (and the Backup Chip, where applicable) must be returned untampered.

  • Digital Sovereignty Clause (Exclusions): In accordance with Art. 16 (e/m) of Directive 2011/83/EU and Art. 103 (e/m) of the Spanish TRLGDCU, the right of withdrawal is automatically invalidated if:

    1. The security seals of the hardware (including concealed backup nodes) are compromised.

    2. The Piece has been manually activated on the did.disocy.com node.

SECTION 4 — RETURN PROTOCOL & LOGISTICS

To initiate a return, you must contact our concierge at: returns@disocy.com.

  • Authorization: Once reviewed, you will receive a Return Authorization and specific instructions.

  • Shipping Costs: In accordance with our Terms of Service, return shipping costs shall be borne by the consumer.

  • Data Processing: All data collected is handled according to our Privacy Policy.

SECTION 5 — TECHNICAL INSPECTION & FINALITY

Upon arrival at the Maison, every Piece undergoes a Technical & Structural Inspection.

  • Final Inspection Clause: The technical evaluation regarding the state of the Piece and its hardware is final and binding. This assessment determines refund eligibility based on the preservation of the Piece's archival value.

  • Review Process: In the event of a documented manifest error, owners may request a review by contacting support@disocy.com within 48 hours of the rejection notice.

SECTION 6 — EXCEPTIONS & FINAL SALE

In accordance with Art. 103 TRLGDCU, the following are exempt from return:

  • Custom Pieces: Goods clearly personalized or made to specifications.

  • Archival Assets: Pieces marked as "Final Sale" during acquisition.

  • Digital Assets: Independent tokens or gift cards.

SECTION 7 — REFUNDS

  • Approval: Approved refunds will be issued to the original payment method within 10 business days.

  • Banking Latency: Financial institutions may require additional time to reflect the transaction.

This policy does not affect your statutory rights. For further information, please consult our Legal Notice.

LAST UPDATED: January 11, 2026 DISOCY™