Refund policy

For product deliveries

  1. When purchasing products, the consumer has the option to cancel the agreement without providing any reason within 14 days. This cancellation period begins on the day after the consumer receives the product or the day a representative, designated by the consumer and communicated to the business, receives the product.
  2. During the reflection period, the consumer must handle the product and packaging with care. The product should only be unpacked or used to the extent necessary to assess whether the consumer wishes to keep the product. If the consumer exercises their right of withdrawal, they must return the product with all accessories provided and, if reasonably possible, in its original, undamaged condition and packaging to the business, following the reasonable and clear instructions provided by the business. The product and packaging should be returned to the business in a condition that allows it to be resold.
  3. If the consumer wishes to exercise their right of withdrawal, they must notify the business within 14 days after receiving the product. The consumer should notify the business by email at retouren@divalo.com, indicating:
    1. order number;
    2. reason for the return request;
    3. clearly described defects and/or damages supported with photos and/or videos;
    4. bank account number where the paid purchase amount may be refunded.
  4. Once the consumer has notified the business of their intention to exercise their right of withdrawal, the product must be returned within 5 days. The consumer must provide proof that the goods were returned on time by providing the name of the carrier and a tracking code from the carrier.
  5. If the consumer has not notified the business of their intention to exercise their right of withdrawal within the timeframes mentioned in points 2 and 3, or if the product has not been returned to the business, the purchase becomes final.

For service deliveries

  1. For service deliveries, the consumer has the option to cancel the agreement without providing any reason for at least 14 days, starting from the day the agreement is made.
  2. To exercise their right of withdrawal, the consumer must follow the reasonable and clear instructions provided by the business when offering and/or delivering the service.