Refund policy

Contact

To start any return request or report an issue, contact us at shop@kotoc.cat and include your order number.

Our business details

Produccions d'Empatia Digital, SL
Carrer de la Creu, 32
08960 Sant Just Desvern (Barcelona), Spain

1) Print-on-demand items (apparel, mugs, and other made-to-order merch)

Most of our merchandise is made to order after you purchase it. For that reason, we do not accept returns or exchanges for:

  • change of mind / buyer’s remorse
  • incorrect size selection
  • preference-based reasons (e.g., colour, fit, or “not what I expected”)

Size & fit (apparel)

Please check the size chart carefully before ordering. If you’re between sizes or unsure, we recommend measuring a similar garment you own and comparing it to the chart. If you want help choosing a size, email shop@kotoc.cat before placing your order.

Damaged, defective, or wrong items (POD)

Inspect your order on arrival. If your item is defective, damaged, misprinted, or incorrect, contact us as soon as possible and no later than 30 days after delivery, with:

  • your order number
  • a short description of the issue
  • clear photos (item + issue; packaging if relevant)

If the issue is confirmed, we’ll arrange a replacement or a refund as appropriate. In most defect/production error cases, you won’t be asked to return the item.

2) Non-print-on-demand items (e.g., The Art Book)
Returns (change of mind)

You may request a return within 14 days of delivery.

To be eligible, the item must be unused, in original condition, and returned with proof of purchase.

To start a return, contact shop@kotoc.cat. Do not send items back without requesting a return first—unrequested returns may not be accepted.

Return shipping

  • If you’re returning because the item is defective/damaged or we sent the wrong item, we’ll cover return shipping.
  • For change-of-mind returns, you are responsible for return shipping costs, unless the law requires otherwise or we explicitly agree to cover them.

Return address (if instructed to return)

Produccions d'Empatia Digital, SL
Carrer de la Creu, 32
08960 Sant Just Desvern (Barcelona), Spain

3) European Union 14-day right of withdrawal

If your order is shipped to the European Union, you generally have a 14-day “cooling-off” period to withdraw from eligible distance purchases.

Important exception: the 14-day right of withdrawal does not apply to goods made to order or clearly personalised. Our print-on-demand items are made to order, so this right of withdrawal does not apply to POD products.

For eligible items (such as non-POD items), if you withdraw within the cooling-off period, you are typically responsible for return shipping costs unless we failed to inform you of those costs or we agree to cover them.

4) Non-returnable items

We do not accept returns for:

  • gift cards
  • digital/downloadable products (if offered)
  • items marked as final sale (unless required by law)

5) Refunds

Once we receive and inspect an eligible returned item, we’ll notify you of approval status.

If approved, refunds are issued to the original payment method. Where applicable, refunds are processed within 14 days of your withdrawal request; we may wait until we receive the returned goods or proof of return.