Refund policy
Returns & Refunds Policy – Draco Collective
At Draco Collective we want you to be happy with your order. Because we work with a specialised print-on-demand partner, the following policy applies to all purchases made on our store.
Contact Us
For any return, refund, or order-related questions, please email us at contact@dracocollective.world
To help us resolve your request quickly, please include:
- Your order number
- Photos or videos of the issue (if applicable)
- A short description of the problem
We aim to respond and review all requests within 7 business days.
Return & Refund Request Timeframe
You may request a return or refund within 180 days of the order being delivered.
For the following issues we strongly recommend contacting us within 7 days of delivery so we can investigate and resolve the matter as quickly as possible:
- Misprinted items
- Damaged products
- Defective items
- Lost packages
Return Process
Once your request has been reviewed and approved, our team will provide the correct return address and full return instructions.
Please note:
- Returns sent without prior approval will not be accepted.
- We do not accept unauthorised returns.
Conditions for Returned Items
Unless the item is defective or was incorrectly produced, returned items must be:
- Unused
- Unworn
- Unwashed
- In original condition
We cannot accept items that are:
- Worn
- Stained
- Damaged due to misuse
- Altered after delivery
Customers are responsible for return shipping costs. We do not offer Freight-To-Collect (FTC) returns.
Refunds
If your refund request is approved:
- The refund will be issued to the original payment method used for the purchase
- The refund will be processed in the original purchase currency
Processing times can vary depending on your bank or payment provider.
Non-Returnable Items
The following items cannot be returned or refunded unless there is a manufacturing defect or fulfilment error:
- Tights, underwear, pajamas, swimsuits, socks, and masks (for hygiene reasons)
- Sample items
- Deliberately damaged items
- Items returned after the 180-day window
- Items that were produced correctly according to the designs or files provided, but later deemed unwanted
- Orders delayed because of incorrect information supplied by the customer (e.g. wrong shipping address or phone number)
- Customer-requested design or order changes after the order was placed
Order Cancellation Policy
Orders can only be cancelled and fully refunded while they are still in the “In Review” status.
If you need to cancel, please contact contact@dracocollective.world as soon as possible. Once production has started, cancellation requests are generally no longer eligible for a full refund.
Delayed Shipment Compensation
Small-volume orders
We aim to complete production within 3–7 business days and arrange shipment no later than the 8th business day after payment confirmation. If no shipping or tracking information has been provided by the end of the 7th business day, you may be eligible for compensation of up to 10% of the original product value.
Bulk orders
We aim to complete production within 7–15 business days and arrange shipment no later than the 16th business day after payment confirmation. If no shipping or tracking information has been provided by the end of the 16th business day, you may be eligible for compensation of up to 10% of the original product value.
Compensation does not apply when delays are caused by customer-side changes or issues, including design modifications, additional customisation requests, incorrect shipping information, or pending customer confirmation.
Lost Packages
If a package is confirmed as lost in transit, please submit a claim within 7 days of the estimated delivery date. We will work with the logistics provider to investigate and arrange a resolution.
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Thank you for shopping with Draco Collective.
If you have any questions about this policy, just email us at contact@dracocollective.world