Return Policies

Last updated: August 6, 2025
Effective date: August 6, 2025

We want you to love your experience with our products, but if something didn’t go as expected, here’s how our exchanges and returns process works:

When do we offer exchanges?
We only accept exchanges when:

The product arrived with a damaged internal safety seal.
It has visible physical damage upon delivery.
It must be in the brand’s original packaging.
Important: You must send us photos or videos showing that the product arrived in this condition. We cannot accept an exchange if the damage occurred after delivery.

What if I need a return or refund?
If eligible, you may request it within 5 business days of receiving your order, provided it meets one of these requirements:

The product is unopened, unused, and in its intact original packaging.
The product was purchased directly from us. If it was purchased through a distributor, you must arrange the return directly with them.
We will refund the product price, minus payment processor fees.
If the product has already shipped, the original shipping cost is nonrefundable.
We issue the refund only after the product has been returned to us.

How do I request a return?
Email hello@divinas.me with the following information:

Reason for the return or exchange.
Order number.
Proof of payment.
If you paid by bank transfer:
Provide your full name, ID number, bank, and account type and number. Processing takes 5 to 7 business days once the product has been returned to us.
If you are in Colombia, please also include a bank account certificate.

Other payment methods:
The refund will be issued to the same credit or debit card used for the purchase. This process may take up to 15 calendar days, depending on the bank’s internal processing times.
Our team will reply with return-shipping instructions—we’ll cover the cost.

Reshipping Due to an Incorrect Address or City
Customers are responsible for providing a complete and accurate shipping address when placing an order. If a package is returned to our warehouse because the address is incorrect, incomplete, or nonexistent, an additional fee will be charged to cover reshipping costs.

Conditions:

If an order cannot be delivered because of an error in the address provided by the customer, the customer will be responsible for the reshipping cost.
The reshipping fee will be calculated using the current rate charged by the applicable carrier.
Refunds will not be issued for failed deliveries caused by errors in the address entered by the customer.
We recommend carefully reviewing your address before confirming your purchase to avoid delivery issues.