DIVAIN offers its customers the possibility of returning their orders. If you are not satisfied, we will refund your money.
However, due to health and hygiene protection reasons, we do not accept the return of unsealed products. Therefore, DIVAIN offers the TRY & BUY service, which gives you the possibility of testing your chosen 100 ml perfume in sample format to be able to try said perfume. All purchased 100 ml perfumes include a free 3ml sample.
We do not accept returns of the following products:
SAMPLE PACKS (SAMPLE SET) ACCESSORIES DISCOVERY SET SAMPLES DIVAIN HOME
In order to exercise their right of withdrawal, the consumer must inform DIVAIN by the means they consider appropriate (mail, email, web chat, never by phone due to the fact that a request has to be recorded in writing).
Right of return request
The customer has a period of 14 calendar days to exercise their right of withdrawal, counting from the date of receipt of the item / s. It is not necessary to indicate a reason for the exercise of the right of withdrawal. For greater agility in the processing, we appreciate that the client follows the procedure detailed below, although it is not mandatory for the compliance of the rights contemplated in this section.
Contact us through the "Returns" section that you can find in your user account, to communicate that you would like to return your order. We will send you a confirmation of having received your request within the next 24 hours.
Pack your order under the same conditions in which you’ve received it.
Depending on the country, DIVAIN offers two methods to return your items, either by a currier who collects the package or via the customer who has to take the item to a corresponding post-office in the respective country. You can get more information about the return of your country by contacting us via Live-Chat.
It is mandatory to use the box provided by DIVAIN for shipping, in order to be able to process the return of the products.
DIVAIN will refund the items you have returned within the next 7 days after the package has been sent by the customer. Including the shipping costs from the original purchase. DIVAIN informs you that the refund will always be processed through the same payment method by which you’ve made the purchase.
DIVAIN reserves the right to compensation for the difference between the value of the items sent to the customer and returned by the customer in the following cases:
- When the products have been used or manipulated improperly or negligently or not in accordance with their characteristics by the Client.
-When the products have been broken or damaged.
When the return by the customer is not made in its shipping box.
-When the lack of conformity is due to wear and tear due to normal use.
-If the serial or product identification number is tampered with.
If not all its elements, accessories, cases or boxes are returned together with the product.
-When a purchase includes a gift product, this said gift must be returned in perfect condition and with an unbroken seal. (The free perfume samples are excluded in this case).
DIVAIN informs that if your order is subject to a promotion that implies maintaining a number of products or a special condition relevant to the volume of the purchase, it may lead to the loss of the promotion or discount applied to said order. It could be a partial or total loss depending on the amount returned. More information on https://divainparfums.com/pages/try-buy
DIVAIN covers the costs of one return per order, so the customer will not have to make any payment, as returns are a free service. In the event that the customer requests another return of items from the same order, the customer will have to pay an additional admin fee of 3.95 euros