Returns
Our returns policy covers 7 days. If 7 days has passed since the time of your delivery, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Non-returnable items
- Cables in standalone or/and bundle package
- Downloaded software products
Full refund
To complete your return, we require a receipt or proof of purchase. Please send your purchase to the designated address found on the website.
Partial refund
There are certain circumstances where only partial refunds are granted:
- If an item not in its original condition is damaged or missing parts for reasons not due to our error
- If an item is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you of the status of your refund.
If you are approved, then your refund will be processed and a credit will automatically be applied to the account used for payment within 10 business days.
Late or missing refunds
If you still haven't received your refund after 10 business days, first of all, double check your bank account and ensure it is the same one used for purchase.
Following this, contact your credit/debit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund appears in your account.
After performing each of these steps, if you are certain the refund has not be received, please contact us at mia@divoom.com.
Clearance items
Unfortunately, only regular priced items may be refunded. Clearance items are not available for refund.
If the product is damaged:
Be sure to save your box and all packing materials in case an inspection or pickup is needed. Please call us at Mia@divoom.com and +8618593274346.
- Re-pack the product in its original box
- Write the RMA number clearly on the outside of the box
- Be sure to use a package-shipping service such as United Parcel Service, Federal Express or the United States Postal Service that is able to track shipments.
- Please contact us for the return address. We will assign you the warehouse address nearest to you
- When we receive your return, we will contact you about resolving the problem
Exchanges
We only replace items if they are defective or damaged. If you need to exchange a product for an identical replacement it, send an email to mia@divoom.com and once confirmed, we will get back you a return address.
Shipping
To return your product, please mail it to our return address.
You are responsible for covering shipping costs when returning your item. Shipping costs are non-refundable. The cost of return shipping will be deducted from any refund if you use Pay on Delivery.
Depending on where you live, the time taken to exchange your product may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
