Return, Refund, and Cancellation Policy


We want every purchase to feel right. If something isn't, we make it easy to fix — free returns, no hassle, within 14 days.


1. How to Return or Exchange an Item

Follow these three simple steps:

Step 1 — Contact Us Email info@divva.ae or call +971 52 361 4975 with your order number and reason for the return.

Step 2 — Ship It Back We will arrange a free collection or provide a prepaid return label. No cost to you.

Step 3 — Get Your Resolution Once we receive and inspect the item, your refund, exchange, or store credit is processed within 7 working days.


2. Return Eligibility

  • Return window: Within 14 days of delivery
  • Item condition: Unused, in original packaging with all tags and labels intact
  • Proof of purchase: Original invoice or order confirmation required
  • Damaged on arrival: Eligible for immediate exchange or full refund — see Section 4


3. Items That Cannot Be Returned

The following items are non-returnable by nature or for safety reasons:

  • Packaging Materials
  • Material Handling Equipment
  • Heavy Machinery
  • Items that have been fully assembled or professionally installed
  • Items showing signs of use, wear, or damage caused after delivery
  • Items with tampered or missing serial numbers
  • Products classified as hazardous or flammable, or those containing batteries

If you are unsure whether your item qualifies, contact us before initiating a return and we will advise you promptly.


4. Received a Damaged or Incorrect Item?

If your order arrives damaged, defective, or different from what you ordered:

  • Refuse the delivery if the packaging is visibly damaged or tampered with, and contact us immediately.
  • If you discover a problem after opening the package, contact us within 14 days of delivery.
  • You may choose a full refund, a replacement, or store credit — whichever suits you best.


5. Refunds

  • Credit/Debit Card payments: Refunded to the original card within 10–45 business days, depending on your issuing bank.
  • Cash on Delivery payments: Issued as store credit, valid for 3 months and redeemable in one use at divva.ae.
  • International orders: Eligible for refund only if the item is found to be faulty or defective, subject to verification.

Please note: we process all refunds promptly on our end. Any delays beyond this are dependent solely on your bank.


6. Cancellations

Need to cancel? No problem — as long as your order hasn't shipped yet.

  • Email info@divva.ae within 24 hours of placing your order, with your order ID and reason for cancellation.
  • Orders typically enter the shipping process within 24 hours. Once handed to the carrier, cancellations are no longer possible.
  • If your order has already shipped, simply use our standard return process once it arrives.

7. Contact Us

Last updated: March 2026. All returns are subject to verification of the item's condition upon receipt.