Refund policy

We Want Your Order to Reach You Perfectly

At Divita Studio, every ceramic product is carefully checked and securely packed before dispatch. Since our products are delicate and fragile, there may occasionally be damage during transit despite our best efforts.

If you receive a damaged, defective, or incorrect product, we're here to help.

Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, or incorrect, please contact us within 24 hours of delivery.

To help us resolve the issue quickly, please share:

  • Your order number
  • Clear photos of the product
  • Clear photos/videos showing the damage or defect
  • Photos of the outer packaging
  • A complete unboxing video showing the package being opened

Our team will review the claim and may contact you for additional information or evidence.

For ceramic and fragile products, an unboxing video is strongly recommended as it helps us verify transit-related damage and process your claim efficiently.

Replacement / Refund

Once the issue has been reviewed and verified, Divita Studio may provide an appropriate resolution, which may include:

  • Replacement of the damaged, defective, or incorrect product
  • Exchange, where applicable
  • Refund, where applicable
  • Another suitable resolution depending on the circumstances and product availability

If the same product is unavailable, we may offer an alternative resolution or refund, as applicable.

The final resolution will depend on the nature of the issue, the evidence provided, and product availability.

Returns

As our products are carefully packed specifically for each order, we currently do not accept returns for change of mind or personal preference.

Returns/refunds are considered for products that are:

  • Received damaged
  • Defective
  • Incorrectly delivered

We do not accept returns for:

  • Change of mind
  • Personal preference
  • Incorrect product selection by the customer
  • Products that are no longer required
  • Minor variations in colour, texture, finish, or appearance that are inherent to handcrafted/ceramic products

Reporting Time

All damage, defect, or incorrect-product claims must be raised within 24 hours of delivery.

Claims raised after this period may not be eligible for replacement or refund.

Therefore, we strongly recommend checking your package and products as soon as they are delivered.

Important: Unboxing Video

Since our products are fragile, we strongly recommend recording a continuous unboxing video from the time the sealed package is opened until the product and packaging are fully visible.

The video should clearly show:

  1. The unopened package
  2. The shipping label
  3. The condition of the packaging
  4. The opening of the package
  5. The product and any damage/defect

An unboxing video may be required to verify certain damage or transit-related claims.

Customized / Personalized Products

Customized or personalized products may have different return, replacement, or cancellation conditions and will be handled on a case-by-case basis.

Return Shipping

Where a return or replacement is approved due to a product being damaged, defective, or incorrectly delivered, Divita Studio will provide instructions regarding the return/replacement process.

Customers should not ship products back without receiving confirmation and instructions from our team.

Need Help?

For any return, replacement, or refund-related assistance, please contact us:

WhatsApp: 8168782648
Email: divitastudio@gmail.com

Please keep your order number handy when contacting us.

Divita Studio
For Your Special Moments.