DIVANA MALDIVES©

Delivery, Return, Refund, Exchange & Cancellation Policy

 

RETURNS AND REFUNDS

1. Upon purchase of a product from DIVANA MALDIVES© website, a refund is strictly limited only to:
   
   
   1. Defect in the product confirmed to be a pre-existing defect at the time of delivery of the product to the customer (subject to verification and determination at the sole discretion of DIVANA MALDIVES©).
      
      
   2. If our employees have failed to correctly inform the customer, in case of delivering a similar product other than the actual product that was ordered by the Customer.
      
      
2. To place a refund, return or exchange request for an order placed with DIVANA MALDIVES©, you would need to contact DIVANA MALDIVES© via phone at +960 732-9787 or by accessing our support through approved contact platforms of DIVANA MALDIVES© which at the time of this policy is limited to Facebook Messenger, Viber and SMS.
   
   
3. Please have your order details including the phone number and email used to place the order available and provide a reason for your request in order to speed up your refund process. Your request will be reviewed within a 2 days standard response period and we will notify you via phone of the results. We reserve the right to extend the standard response time in exceptional cases with a prior notice to you.
   
   
4. In cases of Direct Debit, the refund request can be processed only after a 6 weeks period from the payment date, period needed for your bank process settlement to complete. DIVANA MALDIVES© will only review and respond to your refund request after these 6 weeks period ends.
   
   
5. Refund requests will only be processed if such request is made within 24 (twenty-four) hours from the time of sale.
   
   
6. If a Refund request is accepted, Customer will be informed to provide bank details for us to transfer the funds. We do not offer cash returns. It is the responsibility of the Customer to provide correct bank details. We will not bear any responsibility or be required to compensate if the funds are transferred to a wrong account as a result of customer providing incorrect information.
   
   
7. Not withstanding to Clause 6, DIVANA MALDIVES© has the sole discretion to offer Store Credit to the Customer (on the basis of 1 MVR = 1 Store Credit) which the customer may elect to use to make another purchase from DIVANA MALDIVES©.

EXCHANGE

8. Exchange request shall only be accepted if such request is made within the same day of delivery or in case if the delivery was made past 10pm on a given day, the request made within 12 (twelve) hours from the time of delivery.
   
   
9. Notwithstanding to the above, DIVANA MALDIVES© reserves the right to accommodate requests by customers made past the deadline provided under Clause 7 based on the circumstances and on a case-by-case basis but subject to sole discretion of DIVANA MALDIVES©
   
   
10. Each Customer is allowed 1 (one) exchange request per each order and any further exchange request for an already exchanged product will not be allowed.

CANCELLATION

11. Customer may cancel the order at anytime before the order is delivered at free of cost. However, Cancellation is not permitted after the Customer accepts the order irrespective of whether the payment has been made or not.
    
    
12. In case if it was impliedly understood between DIVANA MALDIVES© and the Customer to pay post the delivery of the product, Customer shall be legally obliged to make payment even in case if the customer cancels the order after accepting the order and products delivered.

DELIVERY

13. All orders placed by Customers will be delivered to the address provided during the ordering process. However, as much as our time and resources permits, we will accommodate changes to delivery address subject to customer notifying the change in advance.
    
    
14. DIVANA MALDIVES© will take no responsibility to any loss or damage to the product after the product has been delivered to the correct address provided by the Customer irrespective of whether the product was received personally by the Customer or any person nominated by the Customer.
    
    
15. Unless due to any technical or logistical hindrances, which will be notified to the customer in advance, all orders will be delivered on the same day if such order was made before 8pm. All orders placed post 8pm will usually be delivered on the next day. DIVANA MALDIVES© may however attempt to deliver products on the same day even if the order is made past 8pm but offers no guarantee whatsoever and shall be done so at its sole discretion.
    
    
16. Unless informed otherwise, our standard delivery hours starts from 2:00pm and shall close at 11:00pm. DIVANA MALDIVES© will strive to accommodate all requests by customers for order to be delivered at a specific time within the delivery hours as much as possible.
    
    
17. Requests for deliveries outside the delivery hours specified under Clause 14 shall be reviewed on a case-by-case basis and subject to availability of resources and at the sole discretion of DIVANA MALDIVES©.
    
    
18. Deliveries for orders above MVR 200 (Maldivian Rufiyaa Two-Hundred) to anywhere in Male’, Hulhumale or any island going vessel/boat currently in Male’ is free of charge. We reserve the right to impose a delivery charge or fee on all orders below MVR 200 (Maldivian Rufiyaa Two-Hundred).
    
    
19. Deliveries to any vessel/boat currently in Male’ is subject to Customer providing accurate contact details of the vessel/boat captain or a responsible person and subject to their agreement to accept and receive the Customer’s order. DIVANA MALDIVES© will not bear any responsibility or liability if:
    
    
    1. The vessel/boat captain refuses to accept the order on the Customer’s behalf (this includes refusing to sign our proof of delivery note);
       
       
    2. Failure to deliver the order as a result of the vessel/boat demanding additional fees from DIVANA MALDIVES©. For avoidance of doubt, we will not be paying fees or charges imposed by such vessel/boat on your behalf unless agreed between with the Customer. It is the Customer’s responsibility to make all payments and arrangements to allow our staff to deliver to such vessel/boat.
       
       
    3. Failure to deliver as a result of inability to contact the designated person from the vessel/boat.
       
       
20. It is the responsibility of the Customer that the Customer or any person nominated by Customer to receive and accept orders on his/her behalf responds to our calls. DIVANA MALDIVES© will not take any responsibility for failure to deliver as a result of the Customer or Customer’s nominee for (a) failing to respond to calls; or (b) if the phone number is switched off or out of coverage.
    
    
    

THIS REFUND POLICY IS PART OF DIVANA MALDIVES© TERMS OF SERVICE.