Refund policy

RETURNS

At divain., for health protection and hygiene reasons, we do not accept the return of unsealed, opened, or tampered 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 said fragrance. All 100 ml fragrances purchased include a free 1 ml sample of the same fragrance bought in 100 ml so you can test it before opening it.

We do not accept returns of the following products:

  • Sealed packs of fragrances, cosmetics, or accessories.
  • Accessories
  • Samples
  • Home air fresheners (divain. Home)
  • Cosmetics (divain. Care)
  • Perfumed mists (Body Splash and Body Mist)
  • Outlet
  • Fragrances without sample (divain. ESSENTIAL)
  • Gifts

To request a refund, go to the "My Account" section, select your order, and request a refund: My Account

It will not be valid for the customer to claim to have contacted our customer service to request the return in order to extend the return period. Only the customer can request the refund from the web locations adapted for this purpose. Writing to customer service will not be accepted as having requested the return.

In the case of a total or partial return of an order that originally met the conditions to receive promotional gifts (for example, purchases above a minimum amount), and after such return no longer reaches the required minimum amount, the value of the gift or applied promotion will be deducted from the amount to be refunded.

That is, if the returned order causes the final total to fall below the amount established to access the gifts, the value corresponding to those gifts will not be refunded or, if the gifts are not returned along with the order, their value will be deducted from the refund.

Return Conditions

The customer has 14 calendar days to request a return starting from the date the order is delivered to the customer. The return shipping cost is €3.90 for packages up to 3 kg, which will be borne by the customer and deducted from the refund amount requested by the customer.  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 order box will not be accepted; the latter is prepared for this with the double closure so that the box can be securely closed again. Products that arrive opened or unsealed will not be refunded under any circumstances unless they have special authorization from customer service.

Returns are not accepted for broken or damaged products. If your order has suffered any damage or breakage, you must contact our customer service team within a maximum of 24 hours from the delivery of your order to process the claim. 

  • Deadline for claiming damaged, broken, or tampered order: 24 hours from delivery.

  • Deadline for claiming an order marked as delivered but the customer claims not to have received it: 48 hours from delivery.

  • Deadline for product quality claims: 5 days from delivery.

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

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 appear in your account.

How to make a return?

To make a return, follow these steps:

1. Go to the "Orders" section within "Account" to start the process.

2. Enter the order for which you want to request the refund. 

3. Choose the products to return: Mark the products you want to return and confirm your selection.

4. Click on "Request return"

5. The €3.90 as return shipping cost will be deducted from the amount to be refunded.

6. In a few seconds your request will be created and you will receive two emails at the email address of your divain. account:

  1. The first will be the confirmation of the return
  2. After a few minutes, you will receive another notification, under the same subject, with the link to the return label that you must print and stick on the box. You must deliver your order at a UPS drop-off point. If you cannot find one, you can check here the nearest drop-off points to you. 

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 or items. It is not necessary to indicate a reason for exercising the right of withdrawal. For faster processing, we appreciate that the customer follows the procedure detailed above.