Refund policy

Refund Policy – Desmo Digital Hub

At Desmo Digital Hub, we strive to provide a fun and smooth experience for all participants. As our products involve event registrations and customised merchandise, our refund policy is outlined below.

1. General Policy

All purchases made on Desmo Digital Hub are final and non-refundable, unless stated otherwise in this policy.

2. Event Registration (Virtual & Physical Runs)

All event registrations are strictly non-refundable and non-transferable once payment has been successfully made.

This applies to both:

  • Virtual runs

  • Physical (offline) events

Failure to participate, attend the event, complete the run, collect any entitlement, or submit the required proof does not qualify for a refund.

3. Race Kits & Merchandise (T-shirts, Medals, etc.)

Items such as T-shirts, race kits, medals and other event merchandise are produced or prepared based on confirmed registrations and orders.

Therefore:

  • No refunds, returns, or exchanges are allowed due to:

    • Incorrect size selection

    • Change of mind

    • Failure to participate in the event

    • Failure to collect the race kit or other entitlement within the stipulated period

Participants are responsible for selecting the correct size and reviewing their order details before completing their purchase.

4. Race Kit Collection & Uncollected Race Kits

Participants are responsible for collecting their race kits during the designated race kit collection date, time and venue announced by the Organiser.

Unless otherwise stated by the Organiser:

  • Late collection will not be entertained.

  • Failure to collect a race kit within the stipulated collection period will result in the race kit being deemed forfeited and unwanted.

  • The Organiser shall have no obligation to retain an uncollected race kit after the stipulated collection period.

  • Any uncollected race kit, including T-shirts, bibs, merchandise, gifts or other items contained therein, may be retained, redistributed, resold, disposed of, or otherwise dealt with at the Organiser's discretion.

  • No refund, replacement or compensation will be provided for forfeited or uncollected race kits.

  • Any extension, alternative collection arrangement or other accommodation offered by the Organiser shall be entirely at the Organiser's discretion and shall not create an obligation for the Organiser to provide the same arrangement to other participants.

Where representative collection is permitted, it remains the participant's responsibility to ensure that the race kit is collected within the stipulated collection period and in accordance with the collection requirements announced by the Organiser.

5. Finisher Medals & Finisher Entitlements

Unless expressly stated otherwise, finisher medals and other finisher-specific entitlements are awarded only to registered participants who successfully participate in and complete the applicable run in accordance with the event's Rules & Regulations, Terms & Conditions, designated route, cut-off time (where applicable), and other requirements imposed by the Organiser.

Registration or payment alone does not automatically entitle a participant to receive a finisher medal or other finisher-specific entitlement.

The Organiser reserves the right to withhold or refuse a finisher medal or other finisher entitlement where a participant:

  • Does not start or complete the run;

  • Fails to complete the designated route;

  • Fails to comply with the applicable event Rules & Regulations or Terms & Conditions;

  • Is disqualified from the event; or

  • Otherwise fails to satisfy the eligibility requirements for the relevant finisher entitlement.

Finisher medals and other finisher entitlements must be claimed in the manner and within the period specified by the Organiser. Unless otherwise announced, unclaimed finisher entitlements after the event may be deemed forfeited, and no subsequent claim, replacement, refund or compensation shall be guaranteed.

6. Order Changes / Cancellations

Once an order is placed, it cannot be cancelled or modified.

This includes changes to:

  • T-shirt size

  • Event category

  • Participant details after processing

  • Shipping details after processing

7. Defective or Incorrect Items

We will only offer a replacement where:

  • You received a defective item; or

  • You received an item different from what was included in your confirmed order or entitlement.

To be eligible:

  • You must contact us within 3 days of receiving the item; and

  • Provide clear photo evidence of the defect or incorrect item.

Where the claim is verified, we will arrange an appropriate replacement subject to availability. Refunds are not guaranteed.

8. Event Changes or Cancellation by Organiser

The Organiser reserves the right to modify the event date, time, venue, route, programme or other event arrangements where reasonably necessary due to operational, safety, regulatory, weather, force majeure or other circumstances beyond the Organiser's reasonable control.

In the event that Desmo Digital Hub cancels an event, participants may be offered, where applicable:

  • Transfer to a replacement or rescheduled event;

  • Alternative products or entitlements;

  • Event credit; or

  • Other appropriate compensation determined by the Organiser.

Any refund, where applicable, will be considered based on the circumstances of the cancellation and the applicable event Terms & Conditions.

9. Shipping Issues

Desmo Digital Hub is not responsible for delays caused by circumstances outside our reasonable control, including:

  • Courier or delivery service delays

  • Customs clearance

  • Incorrect or incomplete shipping information provided by the customer

  • Failure of the recipient to receive or collect the parcel

Lost parcels may be investigated with the relevant courier or delivery provider, but refunds are not guaranteed.

10. Contact Us

If you have any questions regarding your order or this policy, please contact us at:

Email: desmodigitalhub@gmail.com
WhatsApp: +6011-1871 1226

By registering for an event or making a purchase with Desmo Digital Hub, you acknowledge that you have read, understood and agreed to this Refund Policy together with the applicable event Rules & Regulations and Terms & Conditions.