If you are not satisfied with what you bought on Diversify, you may be eligible to return it and get a refund by following the simple procedure set out in this Return and Refund Policy.
Return and refund will be accepted after receiving the order within the 10 days window.
2. Is the return shipping free?
Return shipping is free on your first return of one or multiple returnable items for EVERY order within the return window.
When you apply for a return, you may be offered the opportunity to get a partial refund without returning the item(s). If you accept this offer, one free return will automatically be deducted from the number of free returns you have for this order.
If you have already returned items from an order and would like to return additional items from that same order, you can still do so as long as the return window has not closed.
We recommend that you try to send back your return items in one shipment to avoid paying additional fees. This will likely also minimize the environmental impact of multiple returns.
For the second and subsequent refunds from the same order, you can use the return label we provide and pay a AED20.00 shipping fee, which will be deducted from your refund.
3. How long do I have before making a return?
You can return items within 10 days of receiving your order, with some exceptions:
Items that can’t be returned:
Clothing items that have been worn, washed, or damaged after delivery, or have had their tags or hygiene stickers removed.
Grocery and food products.
Health and personal care items.
Some free gifts.
Some customized products.
If an item is eligible for a return and refund, you may return it within the return window. You must send your return package back within 10 days of submitting your return request. You cannot return items after the return window has closed.
Refund of returned items
For refunds of the returned items, we will process your refunds after we receive the items and they pass quality inspection.
- Please note that if the returned item is used, damaged, missing parts/accessories, or was damaged due to improper packaging during return shipping, the refund will be reduced to compensate for the lost value of the item.
- Refunds of missing items: Find the corresponding order in the support center, then select “missing item/parts” to apply for a refund, or contact customer service/the provider for help.
- Refunds of a package showing as delivered but not received: Find the corresponding order in the support center, then select “package shows delivered but not received” to apply for a refund, or contact customer service/the provider for help.
VII. Depending on your financial institution, refunds can take 5-14 business days (up to 30 days) to be credited to your original payment account. The original shipping fee is not refundable if your return is not a result of a Diversify error. The insurance costs, if any, are also non-refundable.
5. Refund timeline
Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to the following table for more details.
6. Important Notice
- The sender’s address on your package is NOT the return address. If you send the return package to that address, the processing time for your return may be delayed. You should only send the return package to the address on the return label we provide.
- Please make sure that you do NOT accidentally include any items in your return package that you do not wish to return. If you have accidentally included a wrong item, please contact Customer Service. We cannot promise that wrong items will be found and returned and we do not store or provide refunds for such items.
If you have any questions about making a return or this policy, please contact our customer service.
Email: [email protected]