Refund policy
Refunds with clear rules and fixed deadlines
This policy explains when and how DistriNode issues refunds: on withdrawal within 14 days, for defective or incorrectly delivered products, and for cancelled orders or orders that cannot be fulfilled. It also sets out which deadlines apply, who pays the return costs and when we may make a deduction.
The main rule
If, as a consumer, you withdraw from the contract within 14 days of receiving the product, we will refund you no later than 14 days after we receive your notice of withdrawal: the purchase price plus the original delivery costs for standard delivery. We may withhold the refund until we have received the product back or until you have supplied evidence of having sent it back, whichever is earlier.
For defective or incorrectly delivered products, the legal guarantee of conformity applies: after inspecting the product, we will arrange a repair, replacement or refund free of charge. The sooner we receive the product and the information we need, the sooner we can give you a clear answer.
A refund following withdrawal does not depend on our approval. We only deduct an amount for any diminished value of the product, as described below.
When a refund applies
You get back the purchase price and the standard delivery costs no later than 14 days after we receive your notice of withdrawal.
If a product is covered by the legal guarantee, we will arrange a repair or replacement free of charge or, if that is not possible or appropriate, a refund.
If we delivered the wrong product, you cancel your order or we cannot fulfil your order, you will receive a replacement or your money back.
The right of withdrawal applies to consumers. Business customers (B2B) are not consumers and have no statutory right of withdrawal.
Full refunds, diminished value and store credit
| Type | When it applies | Important |
|---|---|---|
| Full refund | You withdraw from the contract in time and have not used the product beyond what was necessary to assess it, or a product covered by the legal guarantee is refunded. | Including the original standard delivery costs, paid by the same payment method and at no cost to you. |
| Refund after deduction for diminished value | The product has lost value because it was used beyond what was necessary to establish its nature, characteristics and functioning. | We deduct only this diminished value and explain the amount to you. |
| Store credit | Only if you expressly agree to it instead of a monetary refund. | Credit never replaces a refund you are entitled to, unless you choose it yourself. |
| No refund | The product falls under a statutory exception to the right of withdrawal, or you gave notice of withdrawal after the 14-day period had expired. | We always give the reason. Your rights under the legal guarantee remain unaffected. |
Delivery costs, return costs and deductions
On withdrawal, we refund the original delivery costs up to the cost of the least expensive standard delivery we offer. If you chose a more expensive delivery method, we do not refund the difference. You bear the direct cost of returning the product; you pay no return costs for an incorrectly delivered, damaged or defective product.
We do not deduct any charges for administration, logistics, inspection, testing, repackaging or payment reversal. We only deduct an amount for diminished value resulting from use of the product beyond what was necessary to establish its nature, characteristics and functioning.
Refund deadlines
On withdrawal, we refund you no later than 14 days after we receive your notice of withdrawal. We usually respond to return and refund requests within 72 hours.
Withdrawal received
We match your notice to your order and the product and send you the return instructions.
Product or proof of postage received
You send the product back no later than 14 days after your notice. As soon as we have the product or your proof of postage, we can issue the refund.
Amount confirmed
We confirm the refund amount. For a warranty claim, we confirm after inspection whether the product will be repaired, replaced or refunded.
Payment processed
Once the refund has been confirmed, the time it takes for the money to actually reach your account may depend on your bank, card issuer or payment service provider.
Refund method
- We refund using the same payment method you used for your purchase, unless you expressly agree to a different method. You will not incur any fees as a result of the refund.
- Refunds by bank transfer may require verification of the account number to protect the customer and prevent fraud.
- Card issuers, payment providers and banks may determine when the amount appears in your account.
- Refunds are normally made to the original purchaser, not to an unrelated third party.
- If payment was made using credit, a discount or a combination of payment methods, the refund is split proportionally across those payment methods.
Exceptions to the right of withdrawal
The right of withdrawal, and therefore a refund on withdrawal, does not apply to:
- products made to your specifications or clearly personalised for you;
- sealed products which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery;
- sealed audio or video recordings and sealed computer software which have been unsealed after delivery;
- digital content not supplied on a tangible medium, such as downloads and licence or activation codes, if supply has begun with your prior express consent and you have acknowledged that you thereby lose your right of withdrawal.
These exceptions apply only to the right of withdrawal. The legal guarantee of conformity always continues to apply.
Legal guarantee of conformity
Separately from the right of withdrawal, as a consumer you are entitled to a 2-year legal guarantee of conformity under Directive (EU) 2019/771. If a product is defective or incorrect, or does not conform to the contract, it will be repaired, replaced or refunded at no cost to you, including the cost of returning it. For some technical products, the product must first be inspected by DistriNode, the supplier, the distributor or the manufacturer's service centre to establish the cause of the fault. This legal guarantee is separate from any manufacturer's warranty.
Nothing in this policy is intended to limit rights that cannot be limited under applicable law.
Complaints and disputes
Have a complaint? Please contact us first at info@distrinode.mt and we will work with you to find a solution. If we cannot resolve it together, as a consumer you can contact the national consumer authority or refer your dispute to an alternative dispute resolution (ADR) body.
Related policies
For consumers: withdrawal within 14 days of receipt, without giving any reason, using the model withdrawal form.
For defective products, the legal guarantee, warranty claims, supplier assessments and manufacturer service processes.