divain. Return policy
Returns
At divain., for reasons of health and hygiene protection, we do not accept returns of unsealed products. Therefore, we offer the TRY&BUY service, which gives you the opportunity to try your chosen 100 ml fragrance in a sample format to test the perfume. All purchased 100 ml perfumes include a 2,5 ml sample.
We do not accept returns of the following products:
- SAMPLE SETS
- ACCESSORIES
- SETS
- SAMPLES
- DIVAIN HOME
- DIVAIN CARE
- BODY SPLASH
If you return a product from any of the above categories, no refund will be provided. To request a refund, click on this link, select your order, and request a refund: [Return Request].
Return Conditions
The customer has 14 calendar days from the delivery date to request a return. The return shipping cost is €4.95 for packages up to 3 kg, which will be covered by the customer and deducted from the refund amount. Original shipping costs are non-refundable. Products must be in perfect condition, sealed, and returned in their original packaging. Returns that do not come in the original packaging, prepared with double security closure, will not be accepted. Products that arrive open or unsealed will not be refunded unless special authorization is provided by customer service.
Returns for damaged or broken products are not allowed. If your order has suffered damage, contact our customer service within 24 hours after delivery so that your claim can be processed.
Deadlines for Claims:
- Damaged, broken, or tampered products: 24 hours from delivery.
- Orders marked as delivered but not received by the customer: 48 hours from delivery.
- Quality complaints: 5 days from delivery.
We reserve the right to refuse the return of products if the company identifies negligent or bad faith behavior in purchases. This includes but is not limited to returning multiple full orders or more than two consecutive orders. The decision to refuse the return will be made after careful evaluation of the customer's behavior to protect our business integrity.
Refund of Your Return
The refund will be made once the merchandise has arrived at our warehouse and has been inspected by our team. We strive to process refunds quickly and efficiently, ensuring you receive your money back as soon as possible. Depending on the original payment method, the refund may take a few days to reflect in your account.
How to Make a Return
To make a return, follow these steps:
1. Go to [this link] to start the process.
2. Log in and select your order: Once on the page, access your account and select the order from which you want to return one or more products.
3. Choose the products to return: Mark the products you want to return and confirm your selection.
4. Request the return: Complete the return request form. Be sure to indicate the reason for the return to help us improve our quality and service.
5. Confirm and wait for the email: Once the request is sent, you will receive an email within 48 hours with further instructions to create your return label.
Right of Withdrawal
The customer has a period of 14 calendar days to exercise their right of withdrawal, starting from the date of receipt of the item(s). It is not necessary to indicate a reason for exercising the right of withdrawal. For greater agility in management, we appreciate that the customer follows the procedure detailed above.
