Return & Refund Policy

Return & Refund Policy

At Divine Nova, we want every purchase to bring joy and a sense of divinity into your home. We take great care in selecting, preparing, and packaging our products to ensure they reach you in excellent condition.

However, if you are not completely satisfied with your purchase, our Return & Refund Policy explains the conditions and process for requesting a return, replacement, or refund.

1. Return Eligibility

We accept return requests within 30 days of delivery, subject to the following conditions:

  • The product must be unused, undamaged, and in its original condition.

  • The product must be returned with its original packaging, accessories, and any included items.

  • Proof of purchase or a valid order number must be provided.

  • The product must not show signs of use, alteration, or damage caused after delivery.

All return requests are subject to review and approval by our team.

2. Products Not Eligible for Return

Certain products may not be eligible for return or exchange, including:

  • Customized or personalized products, unless they arrive damaged, defective, or incorrect.

  • Products explicitly marked as final sale or non-returnable at the time of purchase, subject to applicable consumer rights.

  • Products that have been used, altered, or damaged after delivery.

  • Products returned without their original packaging or essential accessories, where these are required for safe resale.

This policy does not affect any mandatory consumer rights available under applicable laws.

3. Damaged, Defective or Incorrect Products

We carefully inspect and package every order before dispatch. However, if you receive a damaged, defective, or incorrect product, we are here to help.

Please follow these steps:

  • Contact us within 48 hours of delivery.

  • Provide your order number and a brief description of the issue.

  • Share clear photographs of the product, outer packaging, and shipping label.

  • An unboxing video may also help us assess the issue more efficiently.

After reviewing your request, our team will determine the appropriate resolution, which may include:

  • A replacement product.

  • A refund to your original payment method.

  • Another mutually agreed resolution, where appropriate.

The 48-hour reporting request helps us investigate shipping-related issues promptly. It does not limit or exclude any statutory consumer rights or legal remedies available under applicable laws.

4. How to Request a Return

If you wish to return an eligible product, please follow these steps:

Step 1: Contact Us

Email our support team at Contact@divinenova.ca with your order number and reason for requesting a return.

Step 2: Return Approval

Our team will review your request and provide return instructions, including the applicable return shipping address.

Step 3: Pack the Product

Carefully pack the product in its original packaging to prevent damage during return shipping.

Step 4: Ship the Product

Send the approved return using the shipping method and instructions provided by our team. Please retain your return tracking details until the process is complete.

Step 5: Product Inspection

Once we receive the returned product, our team will inspect its condition and notify you about the approval or rejection of your refund request.

Please do not send products back without contacting our support team first.

5. Refund Process & Timeline

Once your return is received and inspected, we will notify you of the refund decision.

If your refund is approved:

  • The refund will generally be issued to your original payment method.

  • Refund processing will typically begin within 5–10 business days after approval.

  • The time taken for the refunded amount to appear in your account may depend on your bank or payment provider.

  • You will receive a confirmation once the refund has been processed.

If you have not received your refund after the expected processing period, please contact our support team.

6. Return Shipping Charges

Return shipping charges are handled as follows:

  • Change of Mind: Customers are generally responsible for return shipping costs when returning an eligible product due to a change of mind.

  • Damaged or Defective Products: If a product arrives damaged, defective, or incorrect due to an error on our part, we will coordinate an appropriate return or replacement solution.

  • Original Shipping Charges: Original shipping charges are generally non-refundable for change-of-mind returns, unless required otherwise by applicable law.

  • International Returns: Customers may be responsible for applicable return shipping costs, customs duties, and other charges for international returns, subject to applicable consumer protection laws.

7. Exchanges & Replacements

If you receive a damaged, defective, or incorrect product, you may request a replacement.

  • Replacement requests must be submitted with the relevant order details and supporting photographs.

  • Replacement availability will depend on product stock.

  • If the requested product is unavailable, our team will discuss an appropriate alternative or refund.

  • Exchanges for change of mind are subject to product eligibility and approval.

8. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing it.

  • Orders that have not yet been processed or dispatched may be eligible for cancellation.

  • Once an order has been dispatched, cancellation may no longer be possible.

  • If an eligible cancellation is approved, the refund will be processed to the original payment method.

  • Cancellation requests are subject to the applicable consumer rights and order status.

9. Refunds for Sale & Promotional Orders

Products purchased during sales, promotional campaigns, or special offers are subject to the same return eligibility conditions unless specific terms are clearly communicated at the time of purchase.

Products explicitly marked as final sale or non-returnable may not be eligible for change-of-mind returns, subject to applicable consumer protection laws.

10. Contact Us

If you have any questions about returns, refunds, exchanges, or cancellations, please contact our support team.

Brand: Divine Nova

Email: Contact@divinenova.ca

Website: www.divinenova.ca

Our team is always happy to assist you and make your shopping experience with Divine Nova smooth and reassuring.