You will find here all the answers to your questions about refunds and exchanges for orders placed on Diggersfactory.com (excluding Vinyl Box subscriptions).
How long do I have to make a return?
If you are not satisfied with your purchase, you have 14 days from the date of receipt to request a return or an exchange.
How do I request a return or exchange?
To initiate a return or exchange, please contact our Customer Service team directly via contact@diggersfactory.com.
You must provide your order number and the email address used for the purchase.
Our team will then provide you with the necessary instructions.
Can I cancel or modify my pre-order?
Yes. You can proceed with the cancellation or modification of a pre-order directly from your Diggers Account, provided that the order has not yet entered the shipping process. Once an order has been shipped, the standard return policy applies.
What are the conditions for a return/exchange?
Defective or Wrong Item: If the product is faulty or does not match your order, please contact us. We reserve the right to ask for photo or video proof of any faulty products to determine eligibility for a return or replacement.
Change of Mind: If you wish to return an item for personal reasons, the product must be in its original condition (still factory sealed/shrink-wrapped). We cannot accept returns for media items (vinyl, CDs) that have been opened or had the seal broken.
Exchanges (Sizes/Items): Please note that we do not conduct direct exchanges. If you have ordered a clothing item (T-shirt, hoodie, etc.) and require a different size, you must return the original item for a refund and place a new order on our website for the desired size. Our inventory is live and fluctuates constantly; therefore, we cannot guarantee that a different size will remain available.
How much are the return shipping costs?
Faulty/Non-conformity: If we have made an error or the product is defective, Diggers Factory will cover the return shipping costs.
Change of Mind: If you are returning an item for any reason other than a fault on our part, the return shipping costs are at your own expense.
When will I receive my refund?
Once your return is received and verified by our warehouse:
Refunds can only be issued to the original payment method used when placing the order.
Depending on your bank's processing times, it may take several business days for the funds to become visible in your account.
I received a defective or incorrect product, what should I do?
Please contact our Customer Service at contact@diggersfactory.com. Provide your order number and attach photos/videos of the issue. The Diggers Factory Team will assist you to find the best solution (replacement or refund).