Refund policy

At Diwan, we want every customer to shop with confidence. We carefully check and prepare each order before dispatch to ensure your items arrive in good condition.

Returns

We accept return requests within 7 days of receiving your order, provided the item is:

Unused and unworn
In its original packaging
In the same condition as received
With all tags, boxes, accessories, and packaging included

Items that show signs of use, damage, missing packaging, or wear cannot be accepted for return.

Exchanges

We offer exchanges for eligible items if the size, item, or order received is incorrect, or if the product arrives damaged or defective.

To request an exchange, please contact us within 24 hours of receiving your order with your order number and clear photos of the item and packaging.

Refunds

Once your returned item is received and inspected, we will notify you about the approval or rejection of your refund.

If approved, the refund will be processed through the original payment method where possible. For Cash on Delivery orders, refunds may be issued through bank transfer or store credit, depending on the case.

Refund processing time may vary depending on the payment method or bank.

Non-Returnable Items

For hygiene and quality reasons, we cannot accept returns on items that have been used, worn, damaged after delivery, or returned without original packaging.

Sale items, promotional items, and discounted orders may be eligible for exchange only, unless the item received is damaged or incorrect.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 24 hours of delivery. Please include:

Your order number
Clear photos or videos of the item
Photos of the packaging
A short explanation of the issue

We will review the case and arrange the best solution, including replacement, exchange, or refund where applicable.

Return Shipping

Customers are responsible for return shipping costs unless the item received was incorrect, damaged, or defective.

Delivery fees are non-refundable once the order has been delivered.

Order Cancellations

Orders can only be cancelled before they are dispatched. Once an order has been shipped or assigned for delivery, cancellation may no longer be possible.