DIVINA FASHION 2021

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Refund and Returns Policy

‌Effective Date: October 19, 2026‌
DIVINA FASHION 2021 SEVILLA, S.L. operates the e-commerce website www.divinafashion2021.com, a Spain-based minimalist lifestyle brand dedicated to offering timeless, high-quality canvas bags, hats, waist bags and daily essential pieces that align with our core brand vision of “Minimal Fits For Daily Life”. This Refund and Returns Policy is established to provide clear, fair, and transparent guidelines for all customers who make purchases on our platform, in full compliance with EU consumer protection regulations, Spanish commercial law, and applicable 2026 e-commerce operation standards. All of our policies are designed to protect the legitimate rights of both our customers and our brand, while upholding the premium product experience we promise to every shopper who selects our pieces.

We explicitly emphasize that ‌we do not support, process, or approve any requests for “refund only” without the customer returning the full ordered physical merchandise to our designated warehouse address‌. This rule applies to all product categories sold on our store, including all minimalist canvas tote bags, reusable shopping bags, casual hats, sun protection headwear, waist bags, fanny packs, and every other item listed in our product catalog. This policy prevents fraudulent order abuse that would disrupt our ability to keep our product pricing fair and accessible for all customers, and ensures consistent operational standards for every shopper.

1. Eligibility for Returns

To qualify for a valid return that meets our policy requirements, all returned items must satisfy the following conditions without exception:

  • The return request must be submitted via our official customer support channel within 30 calendar days from the date you successfully receive your ordered merchandise. This timeline strictly adheres to the EU Consumer Rights Directive 14-day cooling-off period requirement, and we extend the window to 30 days to deliver extra flexibility to our valued customers.
  • All returned items must be in original, unused, unwashed, undamaged condition, with all original product tags, packaging, brand labels, and attached accessories fully intact. Items that show signs of wear, stains, scratches, personal alteration, or damage caused by customer improper use will not be accepted for return.
  • ‌You are required to return the entire physical product you received to our official warehouse location before any refund process can be initiated. A full “refund only” request where you keep the merchandise will be automatically rejected and will not be processed under any general circumstances.‌
  • Custom engraved, personalized, or specially made-to-order items are not eligible for returns, except in scenarios where the product arrives with confirmed manufacturing defects or shipping damage.

2. Step-by-Step Return Process

To initiate a valid return request, please follow these clear, sequential steps:

  1. Contact our customer support team at [email protected] with your original order number, a clear photograph of the item you wish to return, and a brief explanation of your return reason. Our support team will review your application and send you a formal return approval notification along with our designated return shipping address within 2 working days.
  2. Pack the item securely in its original shipping packaging, include a printed copy of your order confirmation note inside the parcel, then ship the returned parcel back to the address provided in our approval email: Calle Artesa 12, Polígono Industrial Aeropuerto, 41020 Sevilla, Spain. You will be responsible for covering the return shipping fee, unless the return is initiated due to confirmed product defects or our side shipping errors.
  3. Send us the tracking number of your return shipment via email once you hand over the parcel to the courier, so our team can monitor the delivery status of your returned package.
  4. Once our warehouse team receives and inspects your returned item to confirm it fully meets all return eligibility conditions, we will proceed to process your subsequent refund or exchange arrangement. No refund processing will be started before our team successfully takes physical possession of your returned merchandise.
  5. ‌Any application that requests an unconditional refund without sending back the purchased physical product will be immediately declined. We will never approve a “refund only” request that lets you keep the ordered item without returning it, as this kind of operation violates our brand operating principles and unfair to all our other customers who follow standard return protocols.‌

3. Permitted Return Outcome Options

We only offer two lawful return outcome options for all valid, eligible returns that complete the full merchandise return procedure:

  1. ‌Product Exchange‌: You can choose to exchange your returned item for another identical product in a different color or size, or swap to another product of equal value from our current catalog. If the new item you select has a higher price than your original purchase, you will only need to pay the price difference.
  2. ‌Full Refund After Product Return‌: Once we confirm your returned item passes all quality inspection checks, we will process a full refund back to your original payment method. The refund will be credited to your payment account within 7 to 14 working days, depending on the processing speed of your card issuing bank or payment service provider.

We strictly do not support partial refunds for items that you keep and do not return to us, nor can you use the “refund only” rule to get compensation while retaining the purchased product. If you receive a product that is defective, damaged in transit, or mismatched to the item you originally ordered, you still need to send the incorrect or damaged item back to us first before we arrange for a replacement or full refund for your order.

4. Special Reminders and Exceptions

We only have extremely limited circumstances where partial compensation can be provided without full product return, and these cases are strictly verified and authorized individually:

  • If a very small, negligible accessory of your ordered item is missing from your parcel, and the missing accessory does not impact the normal usage of the main product, our support team may offer you a maximum 10% partial discount compensation, but this approval must be reviewed and confirmed by our management team after you provide full photographic proof of the missing component. Even under this scenario, you still do not qualify for a full 100% refund while keeping the entire main product.
  • Any fraudulent “refund only” request, false claim that the product was never delivered while you actually signed for the parcel, or attempt to get a free product via misuse of return policies will result in your account being permanently restricted from placing new orders on www.divinafashion2021.com, and we reserve the right to take further legal action if the cumulative amount of the fraud exceeds applicable local legal thresholds.

If you have any questions about this Refund and Returns Policy, you can reach out to our support team any time via email at [email protected], or contact us by phone at +34 913 687 857. We will respond to all your inquiries within 3 working days.