Refund policy

Last updated: 26 June 2026

This Refund & Returns Policy explains your options when buying from DIGITAL X. It covers (A) print-on-demand merchandise and (B) digital services, digital products and subscriptions. Because we serve customers worldwide, your statutory rights may vary by country. Nothing in this Policy limits any non-waivable consumer right you have, including, for customers in Malaysia, the guarantees and remedies under the Consumer Protection Act 1999 and the implied terms under the Sale of Goods Act 1957.

1. Your statutory consumer guarantees

For Malaysian consumers, goods supplied must (among other things) be of acceptable quality, fit for their purpose and correspond with their description, as guaranteed under Part V of the Consumer Protection Act 1999. Where goods fail to meet a statutory guarantee, you may be entitled to a remedy such as repair, replacement or refund. These rights apply in addition to the goodwill terms set out below.

2. Print-on-demand merchandise — made to order

Our merchandise is custom-made to order for you through our print partner. For this reason we do not offer returns or refunds for “change of mind”, incorrect model/size selection, or buyer’s remorse. Please review your chosen model, finish and design carefully before completing your order.

We will replace or refund any item that is defective (a manufacturing fault), damaged in transit, or incorrect (you received the wrong item or design). This is in addition to your statutory guarantees.

3. How to make a claim

Contact support@digitalxlabs.io within 30 days of delivery, quoting your order number and including clear photographs of the item and, where relevant, the packaging and shipping label. Once your claim is approved, we will arrange, at our cost, a free replacement or a full refund of the affected item. You usually will not need to return the faulty item, but please keep it until your claim is resolved.

4. Order changes and cancellations (merchandise)

Because production begins quickly, you may request a change or cancellation of a merchandise order only within 12 hours of placing it, by emailing support@digitalxlabs.io. After production has begun, we are unable to change or cancel the order. For subscriptions and recurring orders, see our Cancellations & Subscription Policy.

5. Shipping problems, lost and unclaimed parcels

Delivery estimates are provided at checkout and are not guaranteed. If your order has not arrived within the estimated window, contact us and we will investigate with the carrier. Where a parcel is confirmed lost in transit, we will replace or refund it. Parcels returned to us due to an incorrect or incomplete address supplied at checkout, or because they were unclaimed, may be re-shipped at your cost. Full details are in our Shipping Policy.

6. Digital services, digital products and subscriptions

By their nature, our digital services (e.g. web design, e-commerce optimisation, SEO, branding, maintenance and analytics) and instant-access digital products and tools are generally non-refundable once work has commenced or access has been delivered. In particular:

Custom services / projects: deposits and fees for work already performed are non-refundable. If you cancel, you remain responsible for work completed up to the cancellation date. Any specific milestone or refund terms in your project agreement or quote prevail over this section.
Digital products and tools (e.g. prompt generators, downloads, templates): because access is granted immediately, these are non-refundable once delivered or accessed, except where they are faulty or not as described.
Subscriptions: billed in advance per cycle — see our Cancellations & Subscription Policy.

If a digital service or product is faulty, materially not as described, or we are unable to deliver it, you are entitled to a remedy, which may include re-performance or a refund, consistent with your statutory rights.

7. Non-returnable items

Aside from faulty, damaged or incorrect goods, the following are not returnable: custom and personalised made-to-order merchandise, downloaded or accessed digital products, gift cards, and items marked as final sale.

8. How refunds are issued

Approved refunds are made to your original payment method in the currency of purchase (USD), normally within 5–10 business days of approval, subject to your bank or payment provider’s processing times. Original shipping charges are refunded only where the whole order is faulty, incorrect, or cancelled within the permitted window.

9. Chargebacks and dispute resolution

Please contact us first — we aim to resolve issues quickly and fairly. Filing a chargeback without contacting us may delay resolution. Malaysian consumers may also refer unresolved disputes to the Tribunal for Consumer Claims Malaysia (Tribunal Tuntutan Pengguna Malaysia). See also our Terms of Service.

10. Contact

For any return or refund question, email support@digitalxlabs.io with your order number.