Refund policy

At divain. we accept returns of every product in our catalogue within 14 calendar days of the order being delivered, provided the items are returned sealed, unopened and with no evident signs of use, in their original packaging.

For health protection and hygiene reasons, we cannot accept the return of products that have been unsealed, opened or that show clear signs of use, in line with the European and Spanish consumer protection rules applicable to sealed goods which are not suitable for return once opened.

So that you can get to know a fragrance before opening the bottle, we offer the TRY&BUY service: every 100 ml fragrance includes a free 1 ml sample of the same fragrance, so you can try it without unsealing the main product.

What you can return

Every product in the catalogue can be returned provided it meets these conditions:

The original seal is intact.
It has not been opened or tampered with.
It shows no evident signs of use.
It is returned in its original packaging.

Samples

Samples are a gift and are free of charge for the customer. You do not need to include them in your return, but if you do, no amount will be refunded for them, as nothing was paid for them.

Gifts with purchase

If your order included a gift with purchase (for example, for spending over a minimum amount or for buying certain products) and, after the return, the condition that entitled you to that gift is no longer met, you must also return the gift. When you submit your request, select it in the item picker along with the rest of the products.

If the gift is not returned, its original sale price will be deducted from the refund amount, because once the promotional condition is no longer met the item is no longer considered a gift and is billed as a regular purchase.

This does not affect the samples included with 100 ml fragrances, which are always a gift and never generate a charge.

Packs and sets

Closed packs: packs that are delivered closed and sold as a single product must be returned complete and with the pack seal intact. The items they contain cannot be returned separately.
Packs with independent products: when a pack presents the products it includes as independent items, you can return them separately, provided each returned product meets the conditions of this policy.

divain. ESSENTIAL

divain. ESSENTIAL fragrances are sold without a sample on the cap. For that reason, they can only be returned if the product still has its seal intact and shows no signs of having been opened or used.

You cannot try the scent of an ESSENTIAL fragrance and return it afterwards. To get to know a fragrance before opening the bottle, use the TRY&BUY service.

How to arrange your return

Request the return from the Orders section of your account. Before starting it you must choose how you want to receive the refund:

Store credit (FREE): the full amount of the returned products is refunded, with no shipping cost deducted. The balance can be spent at divain. for one year from the date it is issued.
Original payment method (cost of €3.90): return shipping costs €3.90, which is borne by the customer and deducted from the refund amount.

In both cases, shipping costs paid at the time of purchase are non-refundable.

Once you have requested the return you will receive an email with the instructions, the assigned carrier and, if necessary, the return label that you must print and attach to the box.

Steps to request a return online

Go to the Orders section of your account.
Select the order you want to return.
Choose how you want to receive the refund: store credit (free) or original payment method (cost of €3.90).
Click “Return items”, tick the products you want to return —including the gift with purchase, if its condition is no longer met— and confirm your selection.
Click “Request return”.
You will receive an email with the instructions, the assigned carrier and the return label, in case it needs to be printed.
Prepare the parcel and hand it over following the instructions you received. We recommend reusing the original order box, which has a double closure so it can be sealed securely again, although you can also send it in another box as long as it is properly sealed and protects the products.

Your refund

The refund is issued once the goods have arrived at our warehouse and have been checked by our team. It is credited using the method you chose when requesting the return: store credit or original payment method. In the latter case, and depending on the payment method, it may take a few days to appear in your account.

Had a problem with your order?

If your order arrived damaged, broken or tampered with, if it is marked as delivered but you have not received it, or if you find a quality problem with a product, do not open a return: report an incident from the Problem with my order section of your account. A refund can also be requested there as an exceptional case.

Deadlines for reporting an incident:

Order damaged, broken or tampered with: 24 hours from delivery.
Order marked as delivered but which the customer states they have not received: 48 hours from delivery.
Product quality problem: 5 days from delivery.

These deadlines relate to the handling of incidents and do not affect the legal guarantee of conformity to which the consumer is entitled.

Deferred payment with seQura

If you made your purchase using the deferred payment method seQura, you also have 14 calendar days from the delivery date of the order to exercise your right of return or withdrawal. In these cases the refund is always issued through the same payment method used for the purchase. Once the return has been processed, seQura will adjust or cancel the outstanding instalments according to the amount refunded.

Other conditions

A return is only considered requested once it has been submitted through the sections provided on the website. Having written to customer service does not extend or replace the request period.

Products that arrive open, unsealed or with evident signs of use will not be refunded, unless expressly authorised by customer service.

If the return is rejected for not meeting the conditions set out in this policy (including, among others, products that are open, unsealed, tampered with, used or returned after the deadline), divain. will not send those items back to the customer. The customer accepts that, once the product has been assessed and the return has been declined, the items will remain at divain.'s disposal, with no obligation of custody, return shipment or any compensation.

We reserve the right to reject the return of products if the company identifies negligent or bad faith behaviour in purchases. This includes, but is not limited to, the return of several complete orders or the return of more than two consecutive orders. The decision not to accept the return of products will be taken after a careful evaluation of the customer's behaviour in order to protect the integrity of our commercial policies.

Right of withdrawal

The customer has a period of 14 calendar days to exercise their right of withdrawal, starting from the date on which the item or items are received, without needing to give a reason. In accordance with the consumer protection legislation in force, sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery are excluded from this right. To speed up processing, we appreciate it if the customer follows the procedure detailed above.