At Diva Pet, we want to make your return or refund as simple as possible.
Please familiarise yourself with this policy before contacting us.
How to Request a Return or Refund
You must contact us within 30 days of receiving your order if you wish to seek approval for a refund or exchange. We will ask you for your original order number, a detailed description of the problem and if possible, a photo of the item. We will review your request and provide you with a return number should we accept the return. The customer is responsible for the cost of returning an item to us unless there was an error on our behalf. Refunds may be given to approved returns and will be for the cost of the item only.
Items are physically inspected as much as possible before being posted. Where items are packaged, a visual inspection of the goods through the packaging is conducted if the packaging cannot be opened. Packaging that can be safely opened without disturbing the product and unpackaged items will also be inspected visually and physically to the extent possible. We do this on your behalf to make sure you receive items in only the best condition.
Most products that are faulty are covered by a manufacturer’s warranty, however it can take us some time to process this on your behalf with the manufacturer. Please provide us with as much information as possible, including pictures, and be patient as we facilitate this for you.
Items not as described
If you receive an item and it does not function as advertised, or it is not what was described on the website, then you are entitled to return the product for a full refund within 30 days. All refunds will be for the cost of the item only.
Food & Consumable Items
We are unable to accept returns on food, supplements, treats, or any other edible items.
Change of mind
Please choose carefully as we do not provide a “change of mind” refund if you simply decide you no longer want the product or chose incorrectly.
Items not used according to instructions
We are not liable, nor will we replace any products that you have damaged or misused. This includes using products in a manner that is contrary to the manner intended by the manufacturer. We will not refund on any damage incurred as part of normal wear and tear.
Any and all refunds will be processed via Square.