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Return & Replacement Policy

Return & Replacement Policy

  • FILING A RETURN / REFUND OR REPLACEMENT REQUEST
  • PICK UP PROCEDURE
  • REPLACEMENT OR REFUND

A) FILING A RETURN / REFUND OR REPLACEMENT REQUEST

We at TheDivine.in assert our intentions to delight our customers by enhancing their online shopping experience. Hence, we look forward to extend our extensive support at all times to guarantee quality of products bought at our website and app.

1. Want to Return a Product?

We offer a 10 days return guarantee on all the products bought on our website. Products should be returned in the original condition.

Returns will be accepted under the following conditions:

  • > Defective/Damaged Product
  • > Product significantly different from the Product’s Specifications
  • > Wrong Color/ Size/ Style
  • > Incorrect Quantity
  • > Wrong Product Delivered
  • > Part of Product is missing
  • > Non-receipt of Invoice / Warranty

Returns will not be accepted under the following conditions:

  • > Product is damaged due to misuse/overuse
  • > Consumable Product
  • > Returned without original packaging including, price tags, labels, original packing, freebies and other accessories.
  • > Serial Number is tampered
  • > Defective products that are covered under Seller/Manufacturer’s warranty and reported after 10 days.
  • > Damaged products reported after 2 days.
  • > Product or box is damaged due to misuse or incidental damage because of malfunctioning of product.
  • > Product is used or worn or altered

Categories not eligible for Return:

  • > Healthcare Products
  • > Customized Products
  • > Undergarments, Lingerie, Swimsuits, etc.
  • > Perishables including Flowers, Edibles, etc.

2. Want to Replace a Product?

Replacement will be accepted if your purchase is covered under buyer protection and the product is in stock with the seller. In case, the product is out of stock, we will issue you a refund.

Also, if the product delivered is not the same that you had ordered, seller's consent is required to replace. Please read the Product description carefully and choose the right size and color.

Replacement will not be accepted in the following conditions:

  • > Product is damaged due to misuse/overuse
  • > Consumable Product
  • > Returned without original packaging including, price tags, labels, original packing, freebies and other accessories.
  • > Serial Number is tampered
  • > Defective products that are covered under Seller/Manufacturer’s warranty and reported after 10-days.
  • > Damaged products reported after 2 days.
  • > Product or box is damaged due to misuse or incidental damage because of malfunctioning of product.
  • > Product is used or worn or altered
  •  

3. What is the time frame in which, I have to file a return / replacement request?

  • > Return/Replace request of the Product(s) to be initiated within 10 days of Delivery.
  • > Return Request to be filed with TheDivine.in’s Customer Support within 2 days of Delivery under following condition:
    • > Damaged Product
    • > Empty Parcel
    • > Missing Item

Filing a Return Request:

  • > You can file a return request at your TheDivine.in account. Use following steps: Sign-In -> My Account -> Order History -> Request Return.
  • > Return request will be reviewed by TheDivine.in.
  • > If required, request will be shared with the merchant for his/her approval.
  • > After approval, pickup of the product will be arranged through our courier partners.
  • > If our reverse pickup service is not available on your address, we will ask you to dispatch the product. The courier charges will be reimbursed by us.
  • > After the product is received, it is verified against your claim. Replacement or refund is initiated after that. Replacement would depend on the stock vailability with the respective merchant.

What happens afterwards?

It takes between 1 to 3 weeks from the time a request is raised, to the time the product is delivered back to us. Exact time would depend on the nature of the product and your location. Please be assured that we work very hard to ensure that your interests are protected.

B) PICK UP PROCEDURE

1. How should I pack the product for pick up?

Make sure that the merchandise has not been used/altered/tampered with, as well as is accompanied by its original price tag and packing slip. Do not forget to mention your order number on the box. If your order is approved for pickup, you will receive the packaging instructions, return address and documentation needed, in a separate email from us.

2. Do I need to pay the courier company to send my product back?

No, if we arrange the pickup of your product, you don't need to pay anything.

If you are using a courier service to send your product back, you need to bear the courier cost. The courier charges eligible for reimbursement are up to Rs.300.

3. What do I do if my area does not have a reverse pick up service?

On approval of the return request as filed by you, you will need to send the product back on the return address as mentioned by us in a separate email to you along with the packaging instructions and the documentation needed.

You will also need to bear the cost of the courier. However, we will reimburse you the courier charges up to Rs.300 in the form of TheDivine.in Return.

  • > What are the documents I need to attach for the return / replacement process?

Reverse Pickup by ShopClues:

  • > Mention the Order number on the package along with the Address (as mentioned in the email by us) before handing over the packet to the Pickup executive.
  • > The receipt from the courier company must be kept as a proof of handing over the parcel for tracking purposes.
  • > TheDivine.in shall not be liable for any incidental defect/damage, like liquid/mishandling etc. by the customer.

Self-Return:

  • > Mention the Order number on the packet along with the Address (as mentioned in the email by us) before handing over the packet to the Courier Company.
  • > Share a copy of the courier receipt with us, evidencing the dispatch of the product, addressed to us.
  • > In case, you do not get a confirmation from us receipt of the return product, you are advised to track the shipment with the courier service provider to which, you have handed over the product.

5. My product has been picked up, how do I know it has reached you?

You will receive an email from us after 24-48 Hours of Pickup with the Tracking details. You can track the package on courier’s website. You can also track the status of your return request at TheDivine.in

C) REPLACEMENT OR REFUND

1. When will I get the replacement or refund?

  • > We initiate the replacement or refund within 2 working days of receiving the product at our centre.
  • > For Bank Refund, it may take up to 2 weeks, for the amount to get credited in your account, after we have initiated the refund.
  • > For Reward Points Refund, the amount is immediately transferred to your TheDivine.in account.
  • > The refund/replacement may get delayed or declined if the product received by us is not as per your claim or in case of missing Order ID on the package.
  • > Time taken to process the Refund may vary depending on the mode of payment. Please refer to the list below:
  •      > Net banking: 4-5 Business days 
  •      > Debit card: 7-9 Business days 
  •      > Credit card: 15 Business days

2. Want to know the status of my return request.

  • > You can see the status of your return at TheDivine.in.
  • > You can also reply to the email received from TheDivine.in support to know the status of your request.
  • > Every request received at TheDivine.in is assigned a ticket number and an acknowledgement is sent to your registered email. Please access registered email and mobile only, for communication with us.
  • > Post receipt of your Return request, we keep you updated on way forward, like approval or rejection of return, pick-up and re-shipment or refund. You can be assured that we are working on your request.

DETAILS OF PRODUCT SPECIFICATIONS FOR RETURN / REPLACEMENT1. Product has manufacturing defect

  • > If the product has manufacturing defect, please check buyer protection.
  • > If the product has manufacturer’s warranty, you should claim the warranty by calling or visiting the nearest service center of the product’s brand.
  • > TheDivine.in shall not be liable for any incidental defect/damage, like liquid/mishandling etc. by the customer.
  • > For non-standard products, please contact us at TheDivine.in and we would take your issue with the seller.

2. Product is damaged

All products are carefully packed before dispatch. In a rare circumstance, if the product reached you in damaged state, please contact us within 2 days of Delivery at TheDivine.in

3. Product is significantly different from description

You are covered by TheDivine.in Return & Replacement policy in case you receive a product that is significantly different from the product description on the website. This not only covers, wrong size, color, style etc. but also any wrong promises or details in product description including major quality issues, expiration date etc.

4. Wrong color delivered

If wrong color is delivered, under buyer protection you are eligible for replacement or refund.

For some products there could be slight variation in the picture and actual product. Before creating a request through TheDivine.in, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details.

Please do keep the picture of the product as we will need it for verification.

5. Wrong size delivered

If wrong size is delivered, under buyer protection you are eligible for replacement or refund.

For some products, there could be slight variation in the picture and actual product. Before creating a request through TheDivine.in, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details.

Please do keep the picture of the product as we will need it for verification.

6. Wrong quantity delivered

If wrong quantity is delivered, you are covered under buyer protection. Inform us within 2 days of receiving the order through TheDivine.in.

Please check the delivered Packet thoroughly, and verify with the Product Details on website.

7. Wrong Product Delivered

If a wrong product is delivered, under buyer protection you are eligible for replacement or refund.

For some products there could be slight variation in the picture and actual product. Before creating a request through TheDivine.in, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details.

Please do keep the picture of the product as we will need it for verification.

8. Wrong style delivered

If wrong style is delivered, under buyer protection you are eligible for a replacement or refund.

For some products there could be slight variation in the picture and actual product. Before creating a request through TheDivine.in, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details.

Please do keep the picture of the product as we will need it for verification.

You may find the question about replacement useful.

9. Missing parts in the product

Please check the content of the package and verify with product description. In a rare circumstance, if there are missing parts, please contact us at TheDivine.in.

10. No Invoice/Warranty received

All orders dispatched by TheDivine.in carry original Invoice from the seller. If the Invoice/Warranty is missing, please contact us at TheDivine.in within 10 days of Delivery.

 

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