Refund policy
Where this policy applies.
The right of withdrawal and return policy described below applies exclusively to orders shipped within the European Union, pursuant to EU Directive 2011/83/EU and Italian Consumer Code (D.Lgs. 206/2005). Orders shipped outside the European Union - including the United Kingdom, the United States, Switzerland, Norway, and all other non-EU countries - are final sale. No returns or refunds are accepted for non-EU orders, except in cases of damaged or defective items as described below.
If you are placing an order outside the European Union and are unsure about sizing, we strongly encourage you to contact us at darxy@outlook.it before purchasing. We will be happy to help you find your most accurate fit.
Returns.
We have a 14-day return policy, meaning you can request a return within 14 days of receiving your order, in accordance with EU consumer law. However, we kindly ask that you notify us of your intention to return an item within 7 days of delivery to help ensure faster processing.
We will refund the cost of the product but the shipping costs to send the package to us are at your expense. Please note that the original shipping cost will not be refunded, and we do not provide return labels.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Size exchanges follow the same policy: return shipping costs are always the responsibility of the customer. Once we receive the item unworn, unused, and in its original condition, we will prepare and ship the requested size, which must be communicated to us via email.
To start a return, you can contact us at darxy@outlook.it, and make sure to write 'RETURN' followed by your order number in the subject of the email.
If your return is accepted, we’ll send you our address, as well as instructions on where to send your package, shipping costs to send the package to us are always at your expense.
Items sent back to us without first requesting a return will not be accepted.
For returns on orders over €50, we recommend using a tracked shipping service or purchasing shipping insurance. Darxy Studios cannot be held responsible for returned items lost in transit.
You can always contact us for any return question at darxy@outlook.it
Non-Collected Shipments.
If a shipment is not collected from the pickup point or delivery is refused by the customer, the parcel will be returned to us. In such cases, we reserve the right to deduct the original shipping costs as well as any return shipping fees from the total refund.
Refunds will be processed only once the returned items have been received and inspected.
Damages and issues.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item. In case of defective or damaged items, customers must provide photographic or video evidence of the defect within 48 hours of delivery. We will review the reported issue before authorizing a return. For orders shipped outside the European Union — including the United Kingdom, the United States, and all other non-EU countries — return shipping costs remain the responsibility of the customer.
Exceptions / non-returnable items.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), made to order products, underwear, and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Samples or gift cards cannot be returned.
Refunds.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Order cancellations.
Once an order has been shipped, it cannot be cancelled or modified under any circumstances.