Refund policy

Return & Refund Policy

Last updated: July 19, 2026

At DivineLove, we want you to feel confident and satisfied with your purchase. This policy explains how we handle damaged or incorrect products, change-of-mind returns, refunds, and requests for a different artwork, size, or product option.

1. Damaged, Defective, or Incorrect Products

If your artwork arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible at support@divinelove.shop.

To help us assess the issue and arrange a solution quickly, please provide:

Your order number
A clear photograph of the complete product
Close-up photographs showing the damage, defect, or incorrect item
Photographs of the shipping packaging
A photograph of the shipping label where reasonably possible
A brief description of the issue

For confirmed shipping damage, production defects, or incorrect products, our standard solution is to send a replacement at no additional cost to you.

DivineLove will cover the cost of the replacement and its delivery. If the original product needs to be returned, we will provide return instructions and cover the reasonable return shipping cost.

Please retain the artwork and its packaging until we have reviewed your request. Do not return a damaged, defective, or incorrect product unless we ask you to do so.

If a replacement is unavailable, impossible, or not an appropriate solution, we will provide another suitable remedy. Depending on the circumstances, this may include a refund, price reduction, or another solution required by applicable law.

Providing photographs helps us verify the issue and arrange a replacement efficiently. This does not limit any mandatory consumer rights you may have.

2. Our 30-Day Return Policy

You may request to return an eligible standard product within 30 days after receiving your order.

To qualify for a return under our voluntary 30-day return policy:

You must contact us within 30 days after delivery
The product must not have been used, installed, altered, or damaged after delivery
The product must be returned with all components originally supplied
The product must be safely packaged to prevent damage during return transport
You must provide your order number or another reasonable form of proof of purchase

Please use the original packaging where reasonably possible, particularly for canvas artwork, because it is designed to protect the product during transport.

A return will not automatically be refused solely because the original packaging is unavailable. However, you remain responsible for packaging the artwork securely and may be responsible for damage caused by inadequate return packaging.

3. Exchanges and Requests for a Different Product

We do not currently offer direct exchanges.

If you received the correct product in good condition but would prefer another artwork, size, material, or product option, you may return the original product if it is eligible under this policy and place a new order separately.

For this type of change-of-mind return:

You are responsible for the cost of returning the original product
DivineLove does not provide a prepaid return label
The replacement product must be placed as a separate new order
The new order is subject to the prices and delivery terms displayed at the time it is placed

DivineLove will only cover these costs when the original product was damaged, defective, incomplete, incorrect, or when applicable law requires us to do so.

4. How to Request a Return

Before sending a product back, please contact us so that we can provide the correct return instructions.

Please provide:

Your full name
Your order number
The email address used when placing the order
The product you wish to return
The reason for the return

Email: support@divinelove.shop
Phone: +31 6 40539244

For returns under our voluntary 30-day policy, please wait for our return instructions before sending the product.

If you are exercising a mandatory statutory right of withdrawal, your return does not depend on discretionary approval. You must still notify us within the applicable withdrawal period and follow the reasonable return instructions provided.

After notifying us of your return or withdrawal, please send the product back within 14 days.

5. Return Address

Unless we provide different instructions in writing, eligible returns should be sent to:

DivineLove
Dammenseweg 18
8723 CN Koudum
Netherlands

Please do not send returns directly to a printer, production facility, manufacturer, or another address not supplied by DivineLove.

6. Preparing and Shipping Your Return

When returning an eligible product, please:

Package the product carefully to prevent transport damage
Include all components originally supplied
Follow the return instructions provided by our support team
Use a trackable and appropriately insured parcel service where reasonably possible
Keep your shipping receipt and tracking information until the return has been completed

For change-of-mind returns, you remain responsible for the product until it has been safely received at the return address.

7. Return Shipping Costs

Change-of-mind returns

If you return a correctly supplied and undamaged product because you changed your mind or would prefer another artwork, size, or product option, you are responsible for the direct return shipping cost.

DivineLove does not provide a prepaid return label for change-of-mind returns.

Return shipping costs depend on your location, the dimensions and weight of the packaged artwork, the selected carrier, and the shipping service used.

Damaged, defective, or incorrect products

DivineLove will cover reasonable return shipping costs when:

The wrong product was delivered
The product arrived damaged
The product has a production defect
The product is incomplete
The product does not reasonably conform to the order
Applicable consumer-protection law requires DivineLove to cover the cost

Please contact us before returning a damaged, defective, or incorrect product. In many cases, we can arrange a replacement without requiring the original product to be returned.

8. Refunds

Refunds under our voluntary 30-day policy

Once an eligible returned product has been received, we will inspect it and notify you regarding your refund.

Approved refunds will be issued to the original payment method. We aim to process the refund within 10 business days after receiving and inspecting the returned product.

Your bank, card issuer, PayPal, or other payment provider may require additional time before the refund appears in your account.

For returns made under our voluntary 30-day policy after any mandatory withdrawal period has expired, the original delivery cost is not refundable unless DivineLove agrees otherwise or applicable law requires a refund.

Refunds under the European right of withdrawal

When an eligible European consumer withdraws from the complete order within the statutory withdrawal period, DivineLove will refund:

The price paid for the returned products
The cost of the least expensive standard delivery option offered for the order

Additional amounts paid for express, expedited, premium, or upgraded delivery are not refundable unless required by applicable law.

If only part of an order is returned, the original delivery cost will generally not be refunded.

Statutory withdrawal refunds will be made without undue delay and no later than 14 days after we receive your withdrawal notice. We may withhold reimbursement until we have received the returned product or you provide evidence that it has been sent back, whichever occurs first.

9. Diminished Value

You may inspect a product in the same way that you reasonably could in a physical shop.

If a returned product has lost value because it was used, installed, altered, damaged, or handled beyond what was reasonably necessary to inspect its nature, characteristics, and condition, DivineLove may apply a reasonable deduction to the refund where permitted by law.

Any deduction will reflect the actual reduction in value and the condition in which the product was returned.

10. Products That Cannot Be Returned

The following products may be excluded from our voluntary 30-day return policy:

Products created according to your individual specifications
Clearly personalized products
Gift cards
Products damaged through misuse, alteration, improper installation, or inadequate return packaging
Products expressly identified before purchase as excluded from our voluntary return offer, where legally permitted

Selecting a standard DivineLove artwork, standard canvas size, or standard art print option does not by itself make the product personalized or created according to individual specifications.

A product excluded from a change-of-mind return may still qualify for a remedy if it arrives damaged, is defective, is incorrect, or does not conform to the order.

11. Sale and Discounted Products

Sale, promotional, and discounted products are covered by this policy unless a different condition was clearly stated before purchase and that condition is permitted by applicable law.

A reduced price does not affect mandatory rights relating to damaged, defective, incorrect, or non-conforming products.

12. European Right of Withdrawal

If you are a consumer residing in the European Union or another country that provides a statutory right of withdrawal, you generally have the right to withdraw from an eligible online purchase without giving a reason.

The statutory withdrawal period generally lasts 14 days from the day on which you, or a person designated by you other than the carrier, receives the product.

To exercise this right, you must clearly notify DivineLove before the withdrawal period expires. You may contact us by email or use the model withdrawal form below.

After notifying us, you must return the product within 14 days.

For this type of change-of-mind withdrawal, you are responsible for the direct cost of returning the product.

Products created according to your individual specifications or clearly personalized may be excluded from the statutory right of withdrawal where the legal requirements for that exception are met.

13. Model Withdrawal Form

You may use the form below to exercise a statutory right of withdrawal. Use of this exact form is not mandatory, provided that you send us a clear statement explaining that you wish to withdraw from the purchase.

To:

DivineLove
Dammenseweg 18
8723 CN Koudum
Netherlands
support@divinelove.shop

I hereby notify you that I withdraw from my contract for the purchase of the following product or products:

Product or products: __________________________________

Order number: ________________________________________

Ordered on: __________________________________________

Received on: _________________________________________

Customer name: _______________________________________

Customer address: ____________________________________

Customer email address: _______________________________

Signature, only if this form is submitted on paper: __________________

Date: ________________________________________________

14. Contact Information