Delivery and return policy
Last updated: May 14, 2026
General Provisions
We take great pride in the quality and originality of our designs. If you are not entirely satisfied with your purchase or if the item arrives damaged, defective, or not as described, we are here to help. To initiate a return, please contact our support team at digital.distillates@gmail.com with your order number and, where applicable, a photograph of the product. Return shipping costs are the responsibility of the customer unless the item is defective or the error is on our part.
Please note that our digital products remain non-refundable once purchased, as they are immediately accessible for download.
Customers in the European Union
Under the EU Consumer Rights Directive (2011/83/EU), you have the legal right to withdraw from your purchase within 14 days of receiving your item without giving any reason (the “Cooling-off Period”). To exercise this right, you must explicitly notify us of your decision to withdraw. Apart from the direct contact via email, we are offering a Withdraw from contract button from June 19, 2026 in the footer of our website. If you use this online function, we will promptly send you a confirmation of receipt by email, containing information about the content of the withdrawal declaration as well as the date and time it was received.
If you cancel the contract within this 14-day window, you will receive a full refund of the product price and standard shipping costs. The refund will be processed within 14 days of receiving the returned goods or proof of return shipment.
Please note that the following items are exempt from the right of withdrawal under EU law, as they are custom-made for you:
– Personalised or customised accessories and apparel made to your specifications (e.g. specific size alterations or unique custom surface designs produced in a single run),
– Sealed goods that are not suitable for return due to health or hygiene reasons if unsealed after delivery (e.g. face masks, earrings).
Customers in the United States
While the FTC Cooling-Off Rule generally does not apply to non-home-solicited online sales, we maintain a consumer-friendly policy for transparency. If you change your mind, you may return eligible items in their original condition within 30 days of delivery for a refund. For defective or misprinted products — such as a design error occurring during the custom surface printing process — please follow the General Provisions clause above. We adhere to a strict quality control process and will cover return shipping costs for any confirmed manufacturing errors.
Customers in Southeast Asia (Singapore and Malaysia)
For Singapore:
Under the Consumer Protection (Fair Trading) Act (CPFTA), you are protected against unfair trade practices and misrepresentation. We guarantee that our physical goods will be of satisfactory quality, fit for purpose, and match the description provided on our website. If an item fails these criteria (e.g. a major defect in the apparel), you are entitled to a refund, repair or replacement. We aim to process all resolution requests within 7 business days of receiving your claim.
For Malaysia:
Our policy complies with the Consumer Protection Act 1999 (CPA). While a “no refund” policy for change-of-mind is permissible, any term that excludes liability for faulty or misrepresented goods would be void. Consequently, if your purchased accessory or apparel arrives with a manufacturing defect or deviates substantially from the online image, we offer a full refund or replacement, including the cost of return shipping if the error is verified.
Printful – Our Logistics and Fulfillment Partner
We utilise Printful for the production and delivery of all physical goods. Please note that our inventory is produced on-demand; we do not hold excess stock. As such, exchanges are handled via a “return and reorder” model rather than direct swaps. If an item is damaged, misprinted, or defective — including issues with our custom surface designs — we will partner with Printful to offer a free reprint or a refund. However, any claims for manufacturing defects must be submitted within 30 days of the product’s receipt, per standard fulfillment protocols.
How to Return Physical Goods
Our business address for returns is:
David La Piovra®
Mozartstr. 1
04808 Wurzen
Germany
To ensure a smooth processing experience, do not send returns before obtaining a Return Merchandise Authorisation (RMA) via email. You will be required to provide proof of the product in question (delivery slip and/or photograph of the good showing the defect). Once the returned item is received and inspected, we will credit the refund to your original method of payment. Please note that we do not cover return shipping costs for “change of mind” returns. For any defective claims, please contact us directly so we can facilitate the process with Printful on your behalf.