Refund policy

Refund & Return Policy

All sales are final unless the item is damaged or defective. Di WAV products are made to order and fulfilled by our trusted partner, Printful. Please review the full policy below.

Returns (30-Day Policy for Damaged/Defective Items)

We accept returns only for misprinted, damaged, or defective items. You have 30 days from the date of delivery to report any issues.

To be eligible, the item must be:

  • Unused and in the same condition as received

  • In its original packaging

  • Accompanied by a receipt or proof of purchase

To begin a return, email us at diwav.visual@gmail.com. We’ll provide instructions and a return shipping label if your claim is approved.

Please do not send items back without contacting us first.

Printful Fulfillment Policy

As our fulfillment partner, Printful sets specific return procedures for all custom-made items. Their policies apply to all orders:

  • Claims for misprinted, damaged, or defective items must be submitted within 30 days after delivery.

  • Lost packages must be reported within 30 days of the estimated delivery date.

  • Claims confirmed to be Printful’s error are covered at their expense.

The return address is automatically set to the Printful facility. If a return is accepted, an automated confirmation will be sent to you. Unclaimed returns are donated to charity after 30 days.

Important Printful Terms:

  • If an incorrect or insufficient shipping address is provided, the order will be returned to Printful. You will be responsible for the reshipping costs.

  • Unclaimed orders will be returned and you will be responsible for reshipment costs.

  • Face masks and other sealed hygiene items are non-returnable and non-refundable.

  • Size exchanges and buyer’s remorse are not accepted. You may place a new order at your own cost if you wish to exchange sizes.

EU Notice: According to EU Directive 2011/83/EU Article 16, custom-made or unsealed hygiene products are not eligible for withdrawal or return, and Printful reserves the right to refuse returns at its sole discretion.

Damages and Order Issues

Inspect your item upon arrival and email diwav.visual@gmail.com immediately if you receive a defective or incorrect product. Include photos and a description of the issue.

Exchanges

We do not offer exchanges. If the item is damaged or defective, request a return and then place a new order once the return is accepted.

European Union 14-Day Cooling Off Period

For items delivered in the EU, you may cancel or return your order within 14 days, unless:

  • The item was custom-made or personalized

  • The item is a sealed hygiene product (e.g. face masks)

Returned items must be unused, with original tags, packaging, and proof of purchase.

Refunds

We’ll notify you once we’ve received and inspected your return. If approved, your refund will be processed to your original payment method within 10 business days. Bank or card processing may take additional time.

If it’s been over 15 business days since your return was approved, contact us at diwav.visual@gmail.com.