Refund policy

At The Divas Ornament, we carefully inspect and pack every order before dispatch. To maintain hygiene and product quality, we currently do not offer returns or exchanges.

However, if you receive a damaged, defective, or incorrect product, we will review the issue and provide an appropriate resolution in accordance with the policy below.

1. No Returns or Exchanges

All orders placed through our website are considered final sale.

We currently do not accept returns or exchanges for:

  • Change of mind
  • Personal preference
  • Size or fit issues
  • Wrong selection made by the customer
  • Products that have been worn or used
  • Any other reason not covered under our damage/wrong-product policy

2. Damaged or Incorrect Product

If you receive:

  • A damaged product
  • A defective product
  • A product different from the one you ordered
  • A missing product or incorrect item in your package

please contact us within 24 hours of delivery.

3. Unboxing Video Is Mandatory

To be eligible for a refund claim for a damaged or incorrect product, the customer must record a continuous, unedited/untrimmed unboxing video of the parcel.

The video should:

  • Clearly show the shipping label/order details before opening.
  • Show the package sealed and unopened at the beginning.
  • Clearly show the complete opening/unboxing process.
  • Show the product and its condition immediately after opening.
  • Have no cuts, edits, pauses, or other alterations.

Claims without a valid, continuous unboxing video may not be eligible for a refund or replacement.

4. How to Report an Issue

If you receive a damaged or incorrect product, please contact us within 24 hours of delivery at:

Email: hello@divasornament.com
WhatsApp: [Your WhatsApp Number]

Please provide:

  • Order number
  • Unboxing video
  • Clear photographs of the product
  • A brief description of the issue

Our team will review the claim and contact you with the next steps.

5. Refund Approval

Once we receive the required information, our team will verify the claim.

If the claim is approved, we will provide an appropriate resolution, which may include a refund or replacement, depending on the nature of the issue and product availability.

Refunds, where approved, will generally be processed through the original payment method. The time taken for the amount to reflect in your account may vary depending on your bank or payment provider.

6. Claims That May Not Be Accepted

A claim may not be accepted if:

  • The issue is reported after 24 hours of delivery.
  • The required unboxing video is not provided.
  • The video has been edited, cut, trimmed, or otherwise altered.
  • The product shows signs of use or wear.
  • The damage appears to have occurred after delivery.
  • The customer provided incorrect or incomplete information while placing the order.

7. Important Note

We strongly recommend that customers record the entire unboxing process from the sealed parcel until the product is completely revealed.

This helps us verify any damage, missing items, or incorrect products and allows us to resolve genuine issues fairly.

8. Contact Us

For any questions regarding our refund policy:

The Divas Ornament
📧 hello.thedivasornament@gmail.com