Refund policy

Divenzy Refund & Returns Policy

Last Updated: December 28, 2025

This Refund & Returns Policy applies to all purchases made through www.divenzy.com.
By placing an order, you agree to the terms set out below.

1. Right of Withdrawal (EU Consumers)

If you are a consumer residing in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with EU consumer protection law.

To exercise your right of withdrawal, you must notify us clearly (e.g. by email) before the 14-day period expires.

2. Extended Returns Policy (Divenzy Standard)

In addition to your statutory rights, Divenzy voluntarily offers an extended return period of up to 30 days from the date of delivery, subject to the conditions below.

Eligibility Conditions

Returned items must:

  • Be unused, unworn, unwashed, and in original condition

  • Be returned with all original tags and packaging intact

  • Show no signs of wear, damage, odor, or alteration

  • Be accompanied by proof of purchase (order confirmation or receipt)

We reserve the right to refuse returns that do not meet these conditions.

3. Non-Returnable / Non-Refundable Items

The following items are not eligible for return or refund, except where required by law:

  • Gift cards and digital products

  • Items marked as Final Sale

  • Customised or personalised products

  • Items damaged due to misuse, negligence, or improper care

  • Items returned incomplete or in a condition that reduces their value

4. Return Procedure

To initiate a return, follow these steps:

  1. Contact Us
    Email support@divenzy.com with your order number and reason for return.

  2. Return Authorisation
    Returns must be approved before being sent back.
    Unauthorised returns may be rejected.

  3. Ship the Item

    • Customers are responsible for return shipping costs, unless the item is defective or incorrect

    • We strongly recommend using a tracked shipping service, as we are not responsible for lost return shipments

  4. Inspection & Processing
    Once received and inspected, approved refunds will be processed within 5–10 business days to the original payment method.

5. Refund Amounts

  • Original shipping fees are non-refundable, unless required by law

  • Any loss in value resulting from handling beyond what is necessary to inspect the item may be deducted from the refund

  • Refunds are issued to the original payment method only

6. Exchanges

We do not offer direct exchanges.

If you wish to change size, color, or product:

  • Return the original item following the return process

  • Place a new order separately

7. Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or incorrect, you must notify us within 7 days of delivery by emailing support@divenzy.com, including clear photos where applicable.

In such cases, Divenzy will:

  • Cover return shipping costs (if applicable)

  • Offer a replacement or full refund, at our discretion

8. Late or Missing Refunds

If you have not received your refund after 10 business days from confirmation, please:

  1. Check your bank or card statement

  2. Contact your payment provider

  3. Contact us at support@divenzy.com for further assistance

9. Abuse & Fraud Prevention

Divenzy reserves the right to:

  • Refuse returns that appear worn, damaged, or altered

  • Restrict or deny future returns in cases of excessive or abusive return behaviour

  • Take appropriate action in cases of suspected fraud

10. Policy Updates

We may update this Refund & Returns Policy from time to time to reflect legal, operational, or business changes.
The version published on our website at the time of your purchase will apply.

11. Contact Information

📧 support@divenzy.com

Legal Note

This policy does not limit or exclude your statutory rights under applicable consumer protection laws.