Returns and Exchanges

Returns and Refund Policy

The DIVAZ online store (divaz.ro and getdivaz.com) is operated by THE AXN S.R.L. In this policy, the terms “we” and “DIVAZ” refer to THE AXN S.R.L., and “you” refers to the consumer who buys products through the DIVAZ websites.

Trader identification details

• Company name: THE AXN S.R.L.
• Registered office: Calea Mosilor nr. 88, Sc. F, Ap. 82, Sector 3, Bucuresti, cod postal 030152, Romania
• CUI: 51514286
• VAT identification number: RO51514286
• Trade Register number: J2025021460006
• Email: contact@divaz.ro
• Phone: +40 793 173 700

1. 14-day right of withdrawal

You have the right to withdraw from the distance contract within 14 calendar days without giving any reason. The withdrawal period begins on the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the products. If you ordered several products that are delivered separately, the period begins on the day on which you acquire physical possession of the last product.

2. How to exercise your right of withdrawal

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires by sending an email to contact@divaz.ro stating your order number and the products you wish to return. You may use the model withdrawal form set out at the end of this policy, which is provided for in Government Emergency Ordinance No. 34/2014 (OUG nr. 34/2014) transposing Directive 2011/83/EU on consumer rights, or any other unequivocal statement of your decision to withdraw. Use of the form is not mandatory. The withdrawal deadline is met if you send us your communication before the 14-day period expires.

3. Returning the products

Once we have received your notice of withdrawal, we will reply by email with the address to which the products must be sent. Please do not send the parcel before you have received this address. Send the products back without undue delay and no later than 14 days after the date on which you communicated your decision to withdraw to us. You bear the direct cost of returning the products.

4. Refunds

We will refund all payments received from you for the returned products, including, where applicable, the costs of the initial delivery, without undue delay and no later than 14 calendar days after the date on which we received your notice of withdrawal. We are not required to reimburse the supplementary delivery costs if you expressly chose a type of delivery other than the least expensive type of standard delivery offered by us.

We will make the refund using the same means of payment that you used for the order, unless you have expressly agreed otherwise with us (for example, a bank transfer to an account you specify, for orders paid by cash on delivery). You will not incur any fees as a result of the refund. We may withhold the refund until we have received the returned products or until you have supplied proof of having sent them, whichever is the earliest.

5. Condition of returned products

Please return the products complete, with all accessories and, where possible, in their original packaging, together with any gifts received with the order. You may handle the products only to the extent necessary to establish their nature, characteristics and functioning, as you would in a physical shop. You are liable only for any diminished value of the products resulting from handling other than what is necessary for this examination, and the amount of this diminished value may be deducted from the refund.

6. Exceptions to the right of withdrawal

In accordance with Article 16 of OUG nr. 34/2014, the right of withdrawal does not apply to:

• sealed products which are not suitable for return due to health protection or hygiene reasons and which were unsealed by you after delivery (for example cosmetics and makeup products, press-on nail sets, food supplements, anti-snoring mouthguards and nasal strips, if they were delivered sealed);
• products which are liable to deteriorate or expire rapidly.

The sealed products mentioned above may be returned under the terms of this policy if the seal is intact.

7. Exchanges

We do not have a separate exchange process. If you would like a different product, for example a different design, shape or shade, return the product within the 14-day period in accordance with this policy and place a new order for the product you want.

8. Refused or uncollected cash on delivery parcels

Cash on delivery is available only for deliveries in Romania and Hungary. If, as a consumer, you refuse or fail to collect a cash on delivery parcel without a valid reason, we will consider that you have exercised your right of withdrawal. In this case, you bear only the direct cost of returning the parcel to us, and you will not be charged the standard shipping cost.

Customers who are not consumers bear the shipping and return costs incurred as a result of the refused or uncollected parcel. We may refuse orders from customers who have previously refused or failed to collect cash on delivery parcels.

9. Damaged or non-conforming products

If you have received a damaged, incorrect or non-conforming product, please write to us at contact@divaz.ro, stating your order number and the problem you have found. This policy does not limit the rights you have under the law, including the legal guarantee of conformity of the products.

10. Transfer of risk

The risk of loss of or damage to the products passes to you at the moment when you, or a third party other than the carrier and indicated by you, acquire physical possession of the products.

11. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

• To THE AXN S.R.L. (DIVAZ), CUI 51514286, Calea Mosilor nr. 88, Sc. F, Ap. 82, Sector 3, Bucuresti, cod postal 030152, Romania, email: contact@divaz.ro, phone: +40 793 173 700
• I hereby give notice that I withdraw from my contract of sale of the following goods: ...
• Order number: ...
• Ordered on: ... / received on: ...
• Name of consumer: ...
• Address of consumer: ...
• Signature of consumer (only if this form is notified on paper): ...
• Date: ...

12. Final provisions

This policy forms an integral part of the Terms and Conditions of the DIVAZ store. If you have any questions about returns and refunds, you can write to us at contact@divaz.ro.