Refund policy
Last updated July 2024
Thank you for your purchase! We hope you are happy with your purchase! However, if you are not completely satisfied with your purchase, you may return it to us for a full refund, store credit, or exchange as applies. Please see below for more information on our return policy.
RETURNS
All returns must be postmarked within 14 days of the delivery date. All returned items must be in new and unused condition, with all original tags and labels attached. Proof of purchase is also required. Opened exterior packaging is acceptable; however, use of the product, tampering, altering or damaging (cosmetic or physical) with product will void the product’s eligibility for a full refund.
RETURN PROCESS
To return an item, please email Customer Service at customer.service@dividebyfive.com to obtain a Return Merchandise Authorization (RMA) number and shipping label. Return Requests will require the following documentation:
· Order Number
· Order Date
· Delivery Date (even if package was not opened yet)
· Detailed Reason for Return
· Minimum of four separate and distinct photos showing the reason for the return
After receiving an RMA number & label PDF, please print the label and place the item securely in its original packaging with your proof of purchase and the return form provided. Mail your return to the following address within 1-2 days of printing the return label:
Divide by Five, LLC
Attn: Customer Service – Returns
RMA #:
952 School Street
Suite 245
Napa, CA 94559
USA
Return shipping charges will be paid by us. Please note, you will be fully responsible for all return shipping charges for use of any other postage outside of the provided return shipping label that we give you. We strongly recommend that you use a trackable method to mail your return. We strongly recommend that you use the prepaid shipping label enclosed with your package, and if possible, the same shipping box with all former mailing labels removed. Items sent back to us without first requesting a return will not be accepted.
REFUNDS
After receiving your return and inspecting the condition of your item, we will process your return or exchange if approved. Please allow 10 business days from the receipt of your item to process your return or exchange. Holidays and Special Events may delay processing times. Refunds may take 1-2 billing cycles to appear on your credit or debit card statement, depending on your credit card company or banking institution. We will notify you by email when your return processing has been initiated. Please remember it can take more time for your bank or Credit Card Company to process and post your refund. If more than 15 business days have passed since we’ve approved your return, please contact us at customer.service@dividebyfive.com.
EXCEPTIONS
The following items cannot be returned or exchanged:
■ Final Sale Items
■ Customized / Personally Designed Products
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us at the email provided below if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
For defective or damaged products, please contact us at the provided contact details to arrange a refund or exchange. Please include four distinct, clear photos of the damage and at least one expected cause for the damage.
Please Note
■ A $15.00 restocking fee will be charged for all returns priced more than $75.00.
■ Sale items are FINAL SALE and cannot be returned.
■ Misuse of products outside of their inherent or stated design or function will void the product from eligibility for refund or return.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
EUROPEAN UNION 14 DAY COOLING OFF PERIOD
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
QUESTIONS
If you have any questions concerning our return policy, please contact us at customer.service@dividebyfive.com.