Returns - The Divine Company

Refund & Shipping Policy

Purchases at Retail Outlets

We are unable to accept returns or exchanges of product unless it was purchased through www.thedivinecompany.com.  For purchases made other than via www.thedivinecompany.com, please consult with the Brand Partner where you purchased the product for their return and exchange policy.

 

Refunds

The Divine Company will fully refund or replace any goods purchased if they are found to be faulty, damaged or have caused a skin reaction. For instructions on how to return such products, please read “Returns of Opened Product” below.

 

Return / Exchange Policy for Un-Opened and Intact Product

If you change your mind about the products you have ordered and decide you no longer wish to use them, your unopened and intact Divine product(s) purchased via www.thedivinecompany.com can be returned to us for a refund or exchange under the following conditions:

1. Products must be unopened and in the original condition
2. Products must be sent back within 7 days from original receipt of goods
3. Your proof of purchase / order information must also be included in the
return

Failure to meet with these conditions will result in an exchange or refund being denied.
Refunds will be processed in the same form that you originally paid for your order upon receipt of the returned products. Please note that refunds cannot be processed to expired credit cards.
The total value of the refund will equal the payment made for the goods purchased, excluding freight and any other relevant fees, including Customs or Import fees, if any.

 

Return of Products Purchased on Promotion or as Part of a Gift Pack

If the products you wish to return were purchased at a promotional or special offer price, the credit refund will be no more than the price paid for the products at the time of purchase.  All goods must be returned in a new and unused condition within 7 days from the receipt of your order.  No refunds or replacements will be given if the carton has been opened and the product has been used, damaged or tampered with.  In the case of gift packs or product kits, the entire pack must be returned intact. Individual products will not be refunded.

 

Return Ship-To Addresses

Please be sure to return your products to the correct address. Read below for the correct return address based on where you received your product order.

 

Online orders

If you received your order placed via www.thedivinecompany.com and wish to return it to us in accordance with the conditions listed above, please send it to:

Customer Returns
The Divine Company
3/29 Industry Drive
Tweed Heads NSW 2486

 

Return of Opened Product

We cannot offer a refund or exchange once the product has been opened and used unless the product is faulty or defective, or has caused a skin reaction. If you believe the product is faulty/defective or if you experience a skin reaction, you may request an exchange of opened product. In order to arrange the return for a faulty or defective product, please contact our Customer Care Team by emailing experience@thedivinecompany.com
Include in your email your name, invoice number and name of product, along with the reason you believe the product is faulty.
Upon receipt of your email, we will email you a return authorisation number.
The Divine Company will exchange a faulty/defective product if it is found there was a production error. If it is found that the product is faulty, the product will be replaced (the same size and value of the original product ordered) and the exchange shipping will be paid for by The Divine Company.
If it is found that the product is NOT faulty, the customer will be charged the shipping fees.

 

Cancellations and Changes to Online Orders

The Divine Company will dispatch orders before 1pm Monday to Friday on the same day of order.
If you have changed your mind about your order and would like to cancel or change it, please email experience@thedivinecompany.com as soon as possible, quoting your order number.  If your order has already entered the dispatch process, unfortunately, it cannot be changed or cancelled.

 

Incorrect Orders

If you have received your order from The Divine Company and it is incorrect, please email orders@thedivinecompany.com so that we can arrange to have the correct products sent to you and the incorrect products returned.
We will dispatch the correct replacement for any incorrect product within 2 working days of receipt of return of the incorrect products.  Your return must be accompanied with a proof of purchase and the products must be returned in a new, unused and re-saleable condition.
We ask our customers to advise us as soon as possible if your order has been delivered significantly late, damaged or incorrect. If this is the case, please email us at experience@thedivinecompany.com
Please note that all claims will be honoured at the discretion of The Divine Company and w reserve the right to refuse to refund or replace any customer claims when returns are excessive and it appears that the policy is being manipulated or abused.

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