Refund policy

Return & Refund Policy

Last updated: 22. June 2026

This Return & Refund Policy applies to purchases made through Dorsu and is operated by Multiversal Garments Co., Ltd.

General Return Conditions

To be eligible for a return, items must:

Be unworn and unwashed
Have all original tags attached
Be returned in their original packaging
Be free from perfume, deodorant, smoke, stains, pet hair, or other signs of use
Be accompanied by proof of purchase

Items that do not meet these requirements may be rejected and returned to the customer at their expense.

Cambodia Orders

Customers located in Cambodia may request a full refund or a size or colour exchange within 14 days of receiving their order.

Conditions:

Items must meet all return eligibility requirements above.
Customers are responsible for all return and exchange shipping costs.
Exchanges are limited to products of the same value.
Sale items are not eligible for exchange.

European Union Orders

Customers located within the European Union have the right to withdraw from their purchase within 14 days of receiving their order.

To exercise this right:

Customers must notify Dorsu within 14 days of delivery.
Returned items must be shipped back within 14 days of notifying Dorsu.
Customers are responsible for return shipping costs.

Upon receipt and inspection of the returned item, Dorsu will refund the product value paid.

Original shipping charges are non-refundable except where required by applicable law.

Refunds will be issued to the original payment method only.

EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order. To exercise this right electronically, please use ourEU Withdrawal Form.

International Orders (Outside Cambodia and the EU)

All sales are final.

International orders outside Cambodia and the European Union are not eligible for:

Returns
Refunds
Exchanges

Except in cases where Dorsu has shipped an incorrect item or where the product is confirmed to be defective upon arrival.

Damaged, Defective or Incorrect Items

If you receive:

An incorrect item
A defective product
A product damaged during transit

You must contact us within 7 days of delivery at hello@dorsu.org.

Your claim must include:

Your order number
Clear photographs of the product
Photographs of the packaging
A description of the issue

Please retain all packaging materials until the claim has been reviewed.

If approved, Dorsu will provide store credit equal to:

The value of the purchased item
Any shipping charges paid for that order

Store credit may not be exchanged for cash.

Sale Items

All discounted products are considered Final Sale and are not eligible for return, refund, or exchange.

This applies to:

Sale items
Archive collections
Clearance products
Moving sale products
Any product sold at a reduced price without the use of a discount code

Products purchased using a promotional discount code remain subject to the standard policy applicable to their region.

Intimates and Underwear

For hygiene reasons, intimate apparel and underwear cannot be returned, refunded, or exchanged.

This includes any product that is worn directly against the skin, including but not limited to:

Underwear
Briefs
Panties
Boxer shorts
Other intimate garments

These items are considered final sale unless they arrive damaged, defective, or an incorrect item was supplied.

Custom, Made-to-Order and Personalised Products

The following products are final sale and cannot be returned, refunded, or exchanged:

Custom uniforms
Embroidered products
Screen-printed products
Made-to-order garments
Personalised products

Unless the item is defective or an incorrect product was supplied.

Product Sizing and Colour Variations

Customers are responsible for reviewing product descriptions, measurements, and sizing information before placing an order.

Returns, refunds, or exchanges will not be granted due to:

Personal fit preference
Sizing expectations
Colour variations caused by screen, monitor, or device display settings

We make every effort to accurately represent our products, but colours may appear differently across devices.

Refused Deliveries and Customs Charges

Customers are responsible for all import duties, taxes, customs fees, and other charges imposed by their destination country.

Orders refused by the customer due to customs charges, import duties, taxes, or other delivery-related fees are not eligible for:

Refund
Store credit
Exchange

Missing Deliveries

If tracking indicates a parcel has been delivered but the customer claims it was not received, Dorsu will investigate the matter on a case-by-case basis.

Refunds, replacements, or store credit are not guaranteed and will be determined based on the outcome of the investigation.

Chargebacks

We encourage customers to contact us directly at hello@dorsu.org before initiating a chargeback with their payment provider.

Failure to contact Dorsu before filing a chargeback may delay resolution and may result in supporting evidence being provided to the payment provider, including delivery confirmation, order records, and communication history.

Return Approval Process

All returns require prior written approval from Dorsu.

To request a return, exchange, or report an issue, please contact:

hello@dorsu.org

Returns sent without prior approval may be refused and returned to the sender.

Shipping Charges

Shipping charges are non-refundable once an order has been dispatched, except where required by applicable law.

Customers are responsible for all return shipping costs unless otherwise agreed in writing by Dorsu.

Refund Processing

Approved refunds will be issued to the original payment method used for the purchase.

Refund processing times may vary depending on the customer's payment provider and financial institution.

Contact

For any questions regarding returns, refunds, exchanges, or damaged items, please contact: