Returns & Refund Policy

Last Updated: September 9, 2026

At DivineDuas, we want you to be happy with your purchase. This Returns & Refund Policy explains when products purchased through DivineDuas.ca may be returned, exchanged, or refunded.

This policy applies in addition to any rights or remedies provided to customers under applicable consumer-protection legislation.

Nothing in this policy is intended to limit rights that cannot legally be excluded.

1. Return Eligibility

Unless otherwise stated on a product listing, eligible items may be considered for return when:

• The item is unused and in its original condition;

• The item is returned within the applicable return period of 3 days;

• The item is returned with its original packaging where reasonably possible; and

• The customer has contacted DivineDuas before sending the item back.

Certain products may not be eligible for return because of their nature, personalization, customization, hygiene considerations, or other applicable circumstances.

2. Contact Us Before Returning an Item

Please do not send a return to DivineDuas without contacting us first.

To request a return, contact:

divineduas@gmail.com

Please include:

• Your order number

• The name of the product

• The reason for the return

• Photographs where relevant

We will provide return instructions where the return is eligible.

3. Change-of-Mind Returns

If you change your mind about a non-personalized purchase, a return may be accepted where the item is eligible for return under this policy and applicable law.

Unless otherwise required by law:

• The item must be unused and in resalable condition.

• The customer is responsible for return shipping costs.

• Original shipping charges may not be refundable.

• The item must be returned within the applicable return period communicated by DivineDuas.

Once the returned item has been received and inspected, we will determine whether it qualifies for a refund.

4. Personalized and Customized Products

Because personalized and customized products are created specifically according to customer instructions, they generally cannot be returned or exchanged simply because the customer changes their mind.

This may include products customized with:

• Names

• Dates

• Initials

• Personalized messages

• Custom colours

• Custom designs

• Other customer-selected details

Customers are responsible for carefully checking spelling, dates, names, Arabic text, and other information before submitting an order.

If DivineDuas makes an error in the personalization or the product is defective, please contact us so we can investigate and provide an appropriate resolution.

Nothing in this section limits any consumer rights that cannot legally be excluded.

5. Damaged Products

If your order arrives damaged, please contact DivineDuas as soon as reasonably possible.

Please provide:

• Your order number

• Photographs of the damaged product

• Photographs of the packaging

• A description of the damage

We may request additional information to help us determine what happened during shipping.

Depending on the circumstances, we may provide:

• A replacement

• A refund

• A partial refund where appropriate

• Another reasonable resolution

6. Defective Products

If you receive a product that is defective or does not function as reasonably expected, contact us with your order details and a description of the problem.

We may request photographs or other information to assess the issue.

Where appropriate, we may provide a replacement, repair, refund, or another remedy.

7. Incorrect Product

If you receive an item that is materially different from what you ordered, please contact us.

For example, contact us if you receive:

• The wrong product

• The wrong size or variation

• Incorrect personalization caused by DivineDuas

• A materially different item

We will work with you to correct the issue.

8. Refunds

Once an approved return has been received and inspected, we will process any applicable refund.

Refunds are generally issued to the original payment method.

The time required for the refund to appear in your account may depend on your payment provider or financial institution.

9. Shipping Costs on Returns

If a return is requested because of a change of mind, incorrect selection, or another reason not caused by DivineDuas, the customer may be responsible for return shipping costs.

If the return is due to an error by DivineDuas, a defective product, or a product that arrived damaged, DivineDuas will determine an appropriate resolution in accordance with applicable law.

10. Exchanges

Where practical, DivineDuas may offer an exchange for an eligible item.

Exchanges are subject to product availability.

For personalized products, exchanges are generally not available for change-of-mind requests because the product may have been made specifically for the customer.

11. Items That May Not Be Eligible for Change-of-Mind Returns

Certain products may not be eligible for return where permitted by law, including:

• Personalized products

• Customized products

• Made-to-order products

• Digital products, where applicable

• Products that cannot reasonably be returned because of their nature

• Items that have been used, damaged, altered, or materially changed after delivery

Any product-specific return restrictions will be disclosed on the applicable product page where relevant.

12. Sale and Promotional Items

Unless otherwise stated, sale items are subject to the same return rules as regular-priced items.

Certain promotional products may have specific return conditions disclosed at the time of purchase.

Nothing in this section limits rights provided by applicable consumer-protection legislation.

13. Refunds for Cancelled or Unavailable Orders

If DivineDuas cancels an order because we cannot fulfill it, any amount paid for the cancelled portion of the order will be refunded.

If a product becomes unavailable after an order is placed, we may contact you to discuss a replacement or refund.

14. Returns for International Orders

Customers outside Canada are responsible for following the return instructions provided by DivineDuas.

International returns may involve additional shipping, customs, or other charges.

Where a return is caused by a customer changing their mind or ordering incorrectly, those costs may be the customer's responsibility unless applicable law provides otherwise.

15. Fraudulent or Abusive Return Activity

DivineDuas reserves the right to investigate suspected fraudulent or abusive return activity.

Examples may include:

• Repeated claims that products were not received when carrier records indicate delivery;

• Repeated returns involving materially altered or used products;

• False damage claims; or

• Other fraudulent activity.

Any action taken will be subject to applicable law.

16. Consumer Rights

This Returns & Refund Policy does not remove or limit any rights or remedies available to consumers under applicable law.

If applicable consumer-protection legislation provides you with a right that differs from this policy, the applicable legislation will prevail.

17. Questions About Returns

For return or refund questions, please contact:

DivineDuas
Website: DivineDuas.ca
Email: divineduas@gmail.com
Please include your order number whenever contacting us about a return.

Related Policies

Please also review our:

• Terms & Conditions

• Shipping Policy

• Privacy Policy

Last Updated: September 9, 2026