Returns

Of course, it may happen that you are satisfied with the item but would prefer to receive it in a different color or size, for example. In that case, please fill out the return form that you received in your package as completely as possible. In case of an exchange you will not have to pay return and shipping costs again!

How does the free exchange work?

• The exchange form can be found with the order you received from us. If you do not have a form, download the form via the button at the bottom of this page and then print it out.
• Want to exchange from abroad? If so, please contact our customer service for a DPD label.
• Fill out the form as completely as possible or exchange your order through one of our megastores.
• Make sure no signs of use such as sand under shoes or hair in blankets are left behind
• Make sure, that the item provided with the cards in its original packaging, is well packed so that we may receive the item again in good condition.
• Use the return number at the bottom of the return form and stick it on the box.
• Drop off your package at a post office near you and keep your shipping receipt safe.
• Once we have received your package and processed it in our system, you will receive a confirmation from us.

• We will send the new item to you the same day, provided it is in stock. If it takes longer we will inform you.

Still not completely satisfied with your ordered item or still in doubt about your purchase? No worries, from us you will fortunately get 30 days reflection period.

After 30 days, we will take back an item only if it is still new, saleable and still in the range and has not gone on sale in the meantime.

After 30 days we do not give refunds, only as a courtesy we will then give you gift certificates if necessary.

Are you sure you want to return the item, that is also very easy to do.

How does the return process work?

• The return form can be found with the order you received from us. If you do not have a return form, please download and print the form using the button at the bottom of this page.
• Do you want to return from abroad? Please contact our customer service for a DPD label. The cost of this is €6.95. This amount will be deducted from the amount to be refunded.
• Fill out the return form as completely as possible or return your order through one of our megastores.
• An item cannot be exchanged if it has been washed. It must not be dirty and can only be returned in its original condition and factory packaging. Please make sure there are no signs of use such as sand under shoes or hair left in blankets.
• Make sure, that the item provided with the cards in its original packaging, is well packed so that we may receive the item again in good condition.
• Please use the return address at the bottom of the return form and stick it on the box. Return costs for sending to our reply number (€5.99) will be deducted from the refundable amount. Returns in store are free of charge.
• Drop off your package at a post office near you and keep your shipping receipt safe.

• As soon as we have received your package and processed it in our system, we will send you a confirmation. We strive to have your money back in your account within 14 days. Usually this is faster.

When presenting your return to the post office, you will receive a track & trace code. Using this code you can easily track your package and see if and when it arrived at our warehouse.

As soon as we have received your return, we will send you a confirmation. We always handle your return carefully and this can take up to 48 hours after receipt.

Would you like to know more about your return? Then please contact the Customer service, we are happy to give you more information.

How annoying that you did not receive your order in good condition.

If your order is broken or incomplete, we are happy to fix it for you as soon as possible! Therefore, please contact us quickly. You can do this at our customer service or at one of the Divoza megastores. Try to describe the problem as clearly as possible and discuss with us which solution best fits the situation.

Do you feel that you have not received all of the product or is the product not the product you ordered? Please contact customer service and report what went wrong, we are happy to help you. Together we will assess whether you will return the product or whether we will supply the missing parts.

Exceptions

• For example, if you have received a Divoza gift card, you cannot exchange it for money.

• If the item has been worn, used or if the product is no longer in its original packaging, we can unfortunately not take it back. So when you have taken a ride with your new saddle cover, you can no longer return it.