Refund Policy

Last Updated: July 24, 2026

Thank you for shopping with Diva. Please read this Refund Policy carefully before purchasing our eyelashes, press-on nails, tools, or beauty accessories.

1. General Refund Policy

Diva provides premium eyelashes, press-on nails, cosmetics, and beauty accessories. Due to strict health protection and hygiene regulations governing personal care items, we operate on a conditional return and refund policy.

All sales of opened, unsealed, or used products are final. We do not offer refunds or exchanges for items that have been removed from their original packaging, tried on, or used.

2. Returns & Product Categories

Unopened Physical Products: Unused physical merchandise may be returned within 14 days of delivery. To be eligible for a return, your item must be unopened, unworn, in its original packaging with all security seals intact, and in the same condition that you received it.

Hygiene Exceptions: Due to the personal nature of eyelashes, press-on nails, adhesives, and beauty tools, any item that has been opened or has broken hygiene seals cannot be returned or refunded for health and safety reasons.

B2B & Wholesale Orders: Wholesale accounts, bulk orders, and corporate B2B purchases are governed by dedicated B2B account agreements and terms.

Shipping Costs: Customers are responsible for paying their own return shipping costs unless the item received was confirmed defective, damaged, or sent in error.

EU Right of Withdrawal

Under EU consumer protection laws, customers generally have a 14-day right of withdrawal for online purchases. However, under Article 16(e) of the EU Consumer Rights Directive, the right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery. Unsealing or opening Diva eyelashes, nails, or cosmetic accessories immediately voids your statutory right of withdrawal.

Defective, Damaged, or Incorrect Items

We take quality control seriously. If you receive an item that is defective, damaged in transit, or incorrect, we will replace it or issue store credit at our discretion.

To qualify for a review:

• Contact our support team within 7 days of delivery.

• Provide clear photographs or video proof showing the damage, defect, or incorrect item along with your order number.

Verified billing errors or duplicate charges caused by payment gateway processing errors will be refunded in full to your original payment method.

Subscriptions and Recurring Orders

If you are enrolled in a recurring subscription plan (such as a monthly lash or nail supply box), you may cancel your subscription at any time via your account dashboard. Cancellation prevents future billing cycles. You will receive any final box already paid for, but partial billing periods will not be refunded.

Chargebacks & Fraud Prevention

If you experience any issue with your order or billing, please contact our support team before contacting your financial institution. Initiating an unauthorized or fraudulent chargeback without contacting us first will result in immediate account suspension, cancellation of outstanding orders, and potential forfeiture of any accrued referral or rewards balance.

Contact Us

For return authorizations, damage claims, or general billing inquiries, please contact our support team at billing@diva.getmytestdrive.com.