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Return & Refund Policy
At Divina Mari, we want your shopping experience to feel effortless, elegant and secure. If you are not fully satisfied with your order, this Return & Refund Policy explains how returns, withdrawals and refunds are handled for customers in the European Union.
1. Right of Withdrawal
If you purchase from Divina Mari as a consumer in the European Union, you have the right to withdraw from your online purchase within 14 days without giving any reason. For goods, this period begins on the day you, or a third party indicated by you, receives the goods.
To exercise your right of withdrawal, you must inform us of your decision by a clear statement sent by email to:
You may use the following subject line:
Withdrawal Request – Order #[order number]
2. Return Deadline After Withdrawal
Once you have informed us that you wish to withdraw from the contract, you must send the goods back within 14 days.
3. Conditions of Returned Items
Returned items must be sent back in a condition that allows inspection of their nature, characteristics and functioning, as you would be allowed to do in a physical shop. Items should be returned with their original packaging where possible, including any accessories or inserts received with the order. EU rules allow consumers to inspect goods, but they may be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
4. How to Request a Return
To request a return or withdrawal, please email:
Please include:
- full name
- order number
- email used for the purchase
- reason for return, if you wish to share it
- photos, if the item is damaged, defective or incorrect
We will reply with the next steps and return instructions.
5. Faulty, Damaged or Incorrect Items
If your item arrives damaged, defective, or if you receive the wrong product, please contact us as soon as possible at:
Under EU consumer rules, if goods are faulty or not as described, the seller must offer an appropriate remedy, which may include repair, replacement, price reduction or refund depending on the situation.
6. Refunds
If you validly withdraw from the purchase, we will reimburse all payments received from you for the returned goods, including the standard delivery costs, where required by applicable EU law. We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent them back, whichever is earlier.
Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise.
7. Return Shipping Costs
For withdrawals under the EU right of withdrawal, the consumer may be required to bear the direct cost of returning the goods if this was clearly communicated before purchase. Under EU rules, traders must inform consumers in advance if the consumer will have to pay return costs.
If the item is faulty, damaged or incorrect, Divina Mari will cover the return or replacement costs where required.
8. Exceptions
Some products may not be eligible for withdrawal where EU law provides an exception. For fashion retail, one relevant example is sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, if applicable. Exceptions must be clearly disclosed before purchase.
9. If You Were Not Properly Informed
If consumers are not informed about their right of withdrawal as required by EU law, the withdrawal period may be extended by up to 12 months.
10. Contact
For any questions about returns, refunds or withdrawals, please contact: