Returns, Exchange, and Refund Policy

At Div Soma, we take great pride in delivering premium products sourced from the remote villages of the Himalayas, bringing the finest quality right to your doorstep. We are committed to providing you with a smooth and hassle-free shopping experience. As part of this commitment, we have established the following guidelines for returns, exchanges, and refunds.

Our Policy:

1. Returns and Exchanges:

o   No Returns on Perfect Condition Products:
We do not accept returns or exchanges for products that are delivered in perfect condition, as per your original order. However, if you receive a product that is damaged, defective, or does not match the item in your order confirmation, we are happy to assist you with a replacement or exchange.

o   Exchange Requests:
You can request an exchange within 5 days of receiving your order. This applies to defective products, incorrect items, or damages incurred during transit. If you need to exchange a product, please contact us within 72 hours of receiving it.

2. Reporting a Damaged or Incorrect Product:

If you have received a defective, damaged, or incorrect product:

  • Please contact our customer care within 72 hours of receiving your order.
  • Send us clear photos of the defective or incorrect product along with your order number and delivery address.

Our team will respond to your inquiry within 72 working hours and guide you through the next steps for exchange or replacement. We aim to arrange for a reverse pick-up within 3-4 working days.

3. Replacement and Refund Process:

  • Replacement: If the product is defective or damaged, we will send you a replacement product (subject to availability). If the same item is out of stock, you may select an alternative product of your choice.
  • Refund: If a replacement is not available or suitable, we will offer a full refund. Refunds are processed within 2-3 working days after the product has been picked up, and will be credited to the original payment method.

4. Order Cancellation:

Once an order has been placed, it cannot be canceled. Please make sure to double-check your order details before confirming your purchase.

5. Conditions for Returns/Exchanges:

  • We cannot process returns or exchanges if an incorrect or incomplete shipping address was provided at the time of purchase.
  • Refunds will not be offered if there are three failed delivery attempts by our shipping partner or if the package is refused by the recipient.

Refund Policy

If you qualify for a refund, please note the following:

  • Credit/Debit Card Payments: Refunds will be issued to the original payment method and will reflect in your account, wallet, or card within 5-15 working days, depending on your bank’s processing times.
  • Store Credit/Gift Vouchers: For orders placed using store credit, gift vouchers, or promotional codes, any refunds will be issued as online store credit, which you can redeem on future purchases.

How to Contact Us:

For any assistance, to initiate an exchange, or to report an issue with your order, please reach out to our Customer Care team:

  • WhatsApp: ______________(Monday to Saturday, 10:00 AM to 5:00 PM IST)
  • Email: support@divsoma.com

We strive to ensure your experience with Div Soma is enjoyable and that any issues are resolved quickly and fairly. Thank you for your understanding.