RETURNS & REFUNDS
This Returns & Refunds Policy applies to physical products purchased through divaangelart.com (the “Website”), operated by Diva Angel.
Please review this Policy carefully before making a purchase.
Nothing in this Policy excludes or limits any mandatory consumer rights that cannot legally be excluded or limited under applicable law.
1. Eligible Return and Refund Claims
Return and refund claims under this Policy may be considered where a product:
• has a manufacturing defect
• arrives damaged
• is materially defective
• is materially different from the product ordered
• is otherwise materially non-conforming with the order
Customers should carefully review product descriptions, dimensions, materials, photographs and other available information before completing a purchase.
- 2. Manufacturing Defects
If you believe that a product has a manufacturing defect, please contact Diva Angel before returning the product.
You may be asked to provide:
• your order information
• a detailed description of the defect
• clear photographs showing the defect
• additional photographs or information reasonably necessary to assess the claim
A product should not be returned until return instructions have been provided.
3. Damaged Deliveries
Customers are asked to inspect products promptly after delivery.
If a product arrives damaged, please contact Diva Angel as soon as possible and preferably within 3 days of delivery.
Please provide:
• order information
• a description of the damage
• clear photographs of the damaged product
• photographs of the external shipping package
• photographs of the internal protective packaging
• a photograph of the shipping label where relevant
Please retain the product and all original packaging while the claim is being reviewed.
The requested 3-day reporting period is intended to assist with documenting transportation damage and any carrier claim. It does not reduce any mandatory rights or longer claim periods provided by applicable law.
4. Original, Commissioned and Personalized Artworks
Original artworks are unique, one-of-a-kind pieces created individually by Diva Angel.
Certain artworks may also be commissioned, made to order, customized or personalized according to the customer's individual specifications or requirements.
Customers should carefully review the artwork photographs, description, dimensions, materials and other product information before purchasing.
Where an artwork is commissioned, made to order or clearly personalized according to the customer's individual specifications, it may not be eligible for cancellation or return where an applicable exception to the statutory right of withdrawal applies.
Minor differences in color or appearance caused by photography, lighting, screen settings, monitor calibration or viewing conditions do not by themselves constitute a manufacturing defect or product defect.
Natural characteristics of handmade and original artworks, including brushwork, texture, surface variations and other characteristics resulting from the artistic process, are part of the individual nature of the artwork and are not considered defects unless the product materially fails to conform to its description.
Nothing in this section limits any mandatory consumer rights that cannot legally be excluded or restricted.
5. Return Approval and Instructions
Please contact Diva Angel before returning any product.
The claim may be reviewed based on the order information, photographs and other supporting information before return instructions are provided.
If a return is required, the appropriate return destination and instructions will be provided.
Do not send a product to an address obtained independently from a shipping label, Website information or another source without first receiving return instructions.
6. Return Shipping Costs
The buyer is responsible for arranging and paying the return shipping costs.
Return shipping costs paid by the buyer are non-refundable.
The buyer is responsible for selecting an appropriate shipping method and packaging the product securely for transportation.
For valuable or fragile original artworks, tracked and appropriately insured shipping is strongly recommended.
Where mandatory applicable law requires a different allocation of return costs, the mandatory legal requirement will apply.
7. Return Packaging
Products must be securely packaged for return transportation.
Original artworks and fragile products must be adequately protected against impact, moisture, bending, scratching and other foreseeable transportation risks.
Where reasonably possible, the original packaging and protective materials should be reused.
The buyer is responsible for ensuring that the product is appropriately packaged for the return shipment.
Damage caused during return transportation as a result of inadequate packaging may affect the refund or remedy where permitted by applicable law.
8. Inspection of Returned Products
Returned products may be inspected after receipt.
The inspection may verify:
• the identity of the returned product
• the reported defect or damage
• the condition of the product
• whether additional damage occurred after delivery
• whether all relevant parts or included items have been returned
Photographs and other documentation supplied by the customer may also be considered when reviewing the claim.
9. Refunds
A refund will be issued where the claim qualifies for a refund under this Policy or where a refund is required by applicable law.
Where a return is required, the refund may be processed after the returned product has been received and inspected, subject to applicable law.
Refunds will generally be issued to the original payment method unless otherwise agreed or legally required.
The time required for the refunded amount to appear in the customer's account may depend on the payment provider, bank or card issuer.
10. Other Remedies
Depending on the circumstances and applicable law, a defective or non-conforming product may be subject to another appropriate remedy instead of an immediate refund.
Available remedies may include repair, replacement, price reduction or refund where applicable.
Because original artworks are unique, replacement with an identical artwork may not always be possible.
Any mandatory remedy required by applicable consumer law will remain available.
11. Claims That May Be Rejected
Where permitted by applicable law, a claim may be rejected if investigation reasonably establishes that:
• no reported defect or damage exists
• the issue results from normal characteristics of the product
• the damage occurred after delivery because of misuse or improper handling
• the product was altered or damaged by the customer
• the claimed issue results only from normal differences in screen display, photography or lighting
• the returned product is not the product originally purchased
• the claim is fraudulent or materially misleading
• another lawful basis exists for rejecting the claim
Nothing in this section permits rejection of a claim where the customer is entitled to a mandatory remedy under applicable law.
12. Proof of Purchase
Proof of purchase may be required before a return, defect claim, damage claim or refund can be processed.
Customers should retain their order confirmation and relevant purchase information.
13. Fraudulent or Abusive Claims
Diva Angel reserves the right to investigate suspected fraudulent, abusive or dishonest claims.
Reasonable photographs, documentation and other supporting information may be requested to verify a claim.
This does not limit legitimate consumer rights or remedies provided by applicable law.
14. Mandatory Consumer Rights
Nothing in this Returns & Refunds Policy excludes, restricts or overrides any consumer right or remedy that cannot legally be excluded or restricted.
Where mandatory applicable law provides a customer with rights beyond those described in this Policy, the mandatory law will apply.
15. Changes to This Policy
This Returns & Refunds Policy may be updated from time to time to reflect changes to products, Website services, business practices or applicable legal requirements.
The current version of this Policy will be published on this page.
16. Contact
If you have questions about a defective or damaged product, return or refund claim, please contact:
Diva Angel
Website: divaangelart.com