Política de reembolso

RETURN & REFUND POLICY

DIVA INTERNACIONAL

At DIVA INTERNACIONAL, your satisfaction is important to us. We carefully select our fashion collections to offer stylish, comfortable, and quality pieces.

We understand that sometimes a purchase may not meet your expectations. That's why we've created a clear and straightforward return and refund policy to make your shopping experience as smooth as possible.

Please review the following information before requesting a return.

1. RETURN POLICY

We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must meet the following conditions:

The item must be unused, unworn, and in its original condition.
All original tags and labels must remain attached.
The item must be returned in its original packaging whenever possible.
The item must not show signs of damage, washing, alterations, or excessive wear.
Proof of purchase or an order confirmation must be provided.

Items that do not meet these requirements may not qualify for a refund.

2. HOW TO REQUEST A RETURN

To initiate a return, please contact our customer support team at:

Email: contact@divainternacional.com

Please include the following information:

Your full name.
Your order number.
The item you wish to return.
The reason for your return.
Photos of the item, if applicable.

Our customer support team will review your request and provide return instructions.

Important: Please do not send items back without contacting us first. Returns sent without prior authorization may not be accepted.

Once your return is approved, we will provide the appropriate return shipping address and instructions.

3. RETURN SHIPPING COSTS

Please note that we do not offer free returns for changes of mind, incorrect size selection, or personal preferences.

Customers are responsible for return shipping costs unless the return is due to an error on our part.

Return shipping costs may vary depending on your location and the shipping carrier.

We strongly recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking information.

If you receive an incorrect, defective, or damaged product, DIVA INTERNACIONAL will cover reasonable return shipping costs when a return is required.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

We carefully review our orders to ensure a positive shopping experience.

However, if your order arrives damaged, defective, or incorrect, please contact us as soon as possible at:

contact@divainternacional.com

Please provide:

Your order number.
A brief description of the issue.
Clear photographs showing the damage, defect, or incorrect item.

We will evaluate the situation and offer an appropriate solution, which may include a replacement or refund at no additional cost.

Your satisfaction is our priority.

5. NON-RETURNABLE ITEMS

For hygiene and product protection reasons, certain items cannot be returned unless they arrive defective or incorrect.

These may include:

Gift cards.
Personalized or custom-made products.
Undergarments and intimate apparel.
Items marked as final sale at the time of purchase.
Products that have been worn, washed, altered, or damaged after delivery.

These restrictions do not affect any rights you may have under applicable consumer protection laws.

6. SALE AND DISCOUNTED ITEMS

We occasionally offer special promotions and discounts of up to 50% or more.

Items purchased during promotional sales are eligible for returns within our standard 30-day return period unless they are clearly marked as Final Sale before purchase.

Refunds for eligible discounted items will be based on the actual amount paid after discounts.

7. REFUND PROCESS

Once we receive your returned item, our team will inspect it to verify that it meets our return requirements.

We will notify you by email whether your refund has been approved or declined.

If approved:

Your refund will be issued to your original payment method.
We aim to process approved refunds within 7 business days after receiving and inspecting the returned item.
Your bank or payment provider may require additional time to display the refund in your account.

Original shipping charges are generally non-refundable for voluntary returns, except where required by law or when the return results from our error.

If more than 10 business days have passed since your refund was approved, please contact us at contact@divainternacional.com.

8. EXCHANGES

If you would like a different size, color, or style, please contact our customer support team.

Exchanges are subject to product availability.

In some cases, the fastest way to receive your preferred item is to return the original product and place a new order.

Any applicable return shipping costs will be communicated before proceeding.

9. ORDER CANCELLATIONS

If you need to cancel or modify your order, please contact us as soon as possible at:

contact@divainternacional.com

We will do our best to accommodate your request.

However, once an order has been processed or shipped, cancellation may no longer be possible.

If your order has already shipped, you may request a return after delivery in accordance with this policy.

If we are unable to ship your order within the promised timeframe, we will provide the cancellation and refund options required by applicable law.

10. LOST OR UNDELIVERED ORDERS

If your order has not arrived within the estimated delivery timeframe, please contact our support team.

We will review the tracking information and work with the shipping carrier to investigate the issue.

If an order is confirmed lost or cannot be delivered due to an issue for which we are responsible, we will offer an appropriate resolution, including a replacement or refund.

11. REFUND EXCEPTIONS

Refunds may be declined when:

The return request is submitted after the 30-day return period, unless otherwise required by law.
The item shows signs of use or damage caused after delivery.
Original tags or essential product components are missing.
The item was marked as final sale and is not defective or incorrect.
The return does not comply with the conditions outlined in this policy.

All decisions will be made in accordance with applicable consumer protection laws.