Returns & Exchanges

30-Day Money-Back Guarantee for Any Reason
Undamaged products may be returned for a full refund for any reason within 30 days of the date the item was delivered to the designated shipping address. Once the returned item arrives back in the Divoom-sz.cn warehouse for inspection, the refund process will begin. The refund will be received within 5-20 working days.

● Returns must include all accessories
● Items must include original packaging
● For non-quality related warranty claims, the buyer is responsible for shipping costs
● For non-quality related warranty claims, Divoom-sz.cn refunds the cost of purchasing the product itself
● Returns may be rejected if the product does not meet the above requirements

Refund requests for the 30-day money-back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items after this 30-day window has elapsed. For purchases not made directly through Divoom-sz.cn stores, please contact retailers for refunds. For quality-related issues, please see below.

Warranty Claims for Quality-Related Issues
All quality-related defects on items sold directly by Divoom-sz.cn are covered by a 12-month warranty, starting from the date of purchase.


For quality-related warranty claims, items will be replaced with a factory refurbished model of equal value when available, otherwise a new item will be sent. The replacement takes 10-30 working days for shipping.

Warranties on all replacements follow the same warranty timeframe of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.

Process:

● Buyer must provide sufficient proof of purchase
● Divoom-sz.cn must document what happens when buyers troubleshoot the product
● The defective item’s serial number and/or visible proof depicting the defect are required
● It may be necessary to return the item for quality inspection

Valid proof of purchase:

● Order number from online purchases made through Divoom-sz.cn
● Sales invoice
● The dated sales receipt from an authorized Divoom-sz.cn
that shows a description of the product along with its price

Please note more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).

Warranty claims for product defects expire 90 days after opening a warranty claim. It is not possible to process a warranty claim for items that are no longer within their original warranty timeframe or the 90-day warranty claim request period, whichever is longer.

Shipping costs must be covered by the buyer in the following situations:

● Returning products for any reason other than a proven defect
● Warranty claims on items taken outside the original country of purchase
● Buyer’s accidental returns
● Returning personal items
● Returning items claimed to have defects but found by Divoom-sz.cn quality control to be in working condition
● Returning defective items using international shipping
● Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

Not Covered Under Warranty:

● Products without sufficient proof of purchase
● Lost or stolen products
● Items that have expired their warranty period
● Non-quality-related issues (after 30 days of purchase)
● Free products
● Repairs through 3rd parties
● Damage from outside sources
● Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)
● Purchases from illegitimate resource

Divoom-sz.cn is not liable for:

● Loss of data incurred from the use of Divoom-sz.cn products
● Returning personal items sent to Divoom-sz.cn

When returning items with a prepaid shipping label provided by Divoom-sz.cn, Divoom-sz.cn takes responsibility for any damage or loss incurred in transit. When returning items for non-quality issues, the buyer assumes responsibility for any damage or loss incurred in transit. Divoom-sz.cn does not provide refunds for items damaged in transit for non-quality-related warranty claims.

RETURN/EXCHANGE ADDRESS


US warehouse address: 1760 SULFUR SPRING RD, HALETHORPE, MD 21227 USA

German warehouse address: Breitefeld 15, 64839 Munster (Hessen), Deutschland

We’re available to support you via

Email: service@divoom-sz.cn

Service Tel: +1 (410) 824 4334

We strive to respond to your questions within 24 Hours

Customer service chat hours:

Mon-Fri 10 AM-5.30PM (EST)