Warranty & Complaints

1. In the event of a defect upon delivery, DIVOTE COSMETICS will compensate the customer in the form of a gift voucher. The customer may also request the defect be corrected as a replacement product. If the correction of the defect is impossible or uneconomic for DIVOTE COSMETICS, the customer has the right to request a discount on the purchase price and, in the case of a substantial defect, to withdraw from the purchase contract. When reporting the defect, the customer must inform the Seller of the chosen right.

2. A product is considered defective if it has the usual or presented characteristics, is suitable for its intended purpose, does not comply with legal requirements, or is delivered in the agreed quantity. Hypersensitivity or allergic reaction to the delivered product is not a reason for recognizing a defect in the product. Similarly, defects in gifts or free items not included in the order are not product defects. Product photographs in our online store are for illustration purposes only and are not a binding description of the product’s characteristics (e.g., packaging may differ due to changes made by the manufacturer).

3. Complaints should be sent in writing to webshop@divotecosmetics.com. In the complaint, do not forget to describe the defect and add photos of the defective product. The product for which the complaint is made, after its confirmation, should be sent with the complaint to the address: HESON d.o.o., Đakovština 3, 31000 Osijek.

4. DIVOTE COSMETICS will inform the customer by email or SMS about the consideration of the complaint, especially about the receipt of the complaint and its assessment, whether positive or negative. DIVOTE COSMETICS may also contact the customer by phone.

5. The complaint will be considered immediately. The consideration of the complaint, including the correction of the defect, usually does not take longer than 14 days. Otherwise, the customer has the right to withdraw from the purchase contract.

6. If the complaint is positive, DIVOTE COSMETICS will cover the return shipping costs.

Compensation for breach of contractual obligations is paid according to legal conditions. The same applies to claims for damages. All instructions on the packaging and inserts must be followed. No responsibility is accepted for any application and handling that deviates from this.