Refund and Returns Policy

 

Effective Date: 12th June 2025

At Diva Hair & Cosmetics Ltd., we strive to provide our customers with high-quality products. However, if you’re not completely satisfied with your purchase, we offer a return policy to help ensure you’re happy with your shopping experience. Please review our return guidelines below.

    1. Return Eligibility

To be eligible for a return, the following conditions must be met:

      • Products must be returned within [14] days of the delivery date.
      • Products must be in their original, unopened, and unused condition.
      • All original packaging, including any seals, tags, and protective wrapping, must be intact.
      • Products must not be on the list of non-returnable items (any wigs, ponytails or hair extensions and other cosmetics such as opened skincare or hair care products for hygiene reasons).
    2. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for the following:

      • Opened or used skincare, hair-care, and makeup products
      • Gift cards
      • Sale or clearance items
      • Custom or personalized items
      • Wigs or Ponytails
    2. How to Make a Return

To return an item, please follow these steps:

      • Contact our customer service team at dhcosmeticslimited@gmail.com within [14] days of receiving your order to initiate the return process.
      • Provide your order number, details of the product(s) you want to return, and the reason for the return.
      • We will provide you with a return authorization and instructions on how to return the item(s).
      • Please securely package the items in their original packaging and ship them to the address provided by our customer service team.
    2. Return Shipping Costs
      • Return shipping costs are the responsibility of the customer, unless the return is due to a defect, damage during shipping, or a mistake on our part (e.g., incorrect product received).
      • We recommend using a track able shipping service or purchasing shipping insurance for your return, as we cannot guarantee that we will receive your returned item.
    3. Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, a refund will be processed to your original payment method within [5] business days.

Please note:

      • The original shipping charges are non-refundable unless the return is due to an error on our part.
      • If your return does not meet the return conditions, we may refuse the return or offer a partial refund.
    2. Exchanges

We currently do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order for the item you prefer.

    1. Damaged or Defective Items

If you receive a damaged or defective product, please contact us within [5] days of receiving your order. We will arrange for a replacement or full refund, and we will cover return shipping costs for defective or damaged items.

    1. Cancellations

If you wish to cancel an order before it has been shipped, please contact us immediately at dhcosmeticslimited@gmail.com. We will do our best to accommodate your request. Once an order has been shipped, it cannot be cancelled and will need to follow the return process.

    1. International Returns

For customers outside of United Kingdom, please be aware that international returns may be subject to customs fees, taxes, or other charges. Return shipping is the responsibility of the customer, and any such fees will not be reimbursed by Diva Hair & Cosmetics Ltd.

    1. Contact Us

If you have any questions regarding our return policy or need assistance with a return, please contact our customer service team at:

Diva Hair & Cosmetics Ltd.
Email: dhcosmeticslimited@gmail.com
Phone: +447377916660
Address: 57 London Road, Croydon. CR0 2RF

We appreciate your business and are committed to ensuring your satisfaction. Thank you for choosing Diva Hair & Cosmetics Ltd.