Refund Policy

Refund, Cancellation & Returns Policy

This policy applies to all orders placed at Diveros.com. It should be read with our Promotions & Discount Terms. By placing an order, you agree to this policy. All prices are in US dollars.

1. Made-to-Order Products

Most Diveros products are made to order, so we cannot accept returns or refunds for change of mind. If your item arrives damaged or defective, tell us within 7 days of delivery and we will replace it.

Most Diveros products, including murals, wall art, canvas prints and posters, are produced specifically for your order in the size and format you select. Production begins shortly after payment. For this reason, we do not offer returns, exchanges or refunds for change of mind on made-to-order products, and cancellations are limited as described in Section 2. Please check the product, size, image and delivery address carefully before you complete your purchase.

2. Cancellations and Changes

To request a change or cancellation, email support@diveros.com with your order number as soon as possible.

• Before production starts (normally within 24 hours of purchase): we will cancel and refund your order total, less a 5.45% payment processing charge, which covers non-refundable payment fees.
• After production has started: if we agree to cancel, a 50% production charge applies to the order total, in addition to the 5.45% processing charge. These charges reflect costs we have already incurred.
• Once your order has been printed or shipped: it cannot be cancelled.

We will confirm your order’s status on request.

3. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives. If an item arrives damaged, has a clear printing or manufacturing defect, or is not the item you ordered, email support@diveros.com within 7 days of delivery. We ask that you report issues within 48 hours where possible, as it helps us resolve them faster. Please include:

• your order number;
• clear photographs of the item and the problem;
• photographs of the outer packaging and shipping label.

If we approve your claim, we will offer a free replacement or repair. We may ask you to keep, dispose of or return the faulty item, and where a return is required, we cover the shipping cost.

• If you decline the replacement and ask for a refund instead, we may treat the refund as a discretionary refund, and any promotional discount on the order may be recalculated under our Promotions & Discount Terms.
• If a replacement is not possible, cannot be provided within a reasonable time, we will refund the amount you paid for the affected item, and no promotional recalculation will apply.

Claims made after 7 days may be considered where a defect could not reasonably have been discovered earlier.

4. What Is Not a Defect

Colours may differ between screens and printed products. Minor variations in colour, texture, edge wrap or trimming within normal printing tolerances, and results caused by the resolution or content of an image you supplied, are not defects. Only clear printing errors, damage or functional defects qualify.

5. Delivery Issues

• Delays: we provide an estimated delivery window at checkout. If we cannot ship within the stated time, we will notify you and give you the option to cancel for a full refund.
• Tracking shows delivered but you haven’t received it: please contact us within 7 days of the delivery date so we can investigate with the carrier. We will arrange a replacement where the carrier confirms the parcel was lost.
• Incorrect or incomplete address, or refused/unclaimed parcels: you are responsible for providing an accurate address. If a parcel is returned to us because of an address error, a refusal, or a failure to collect, reshipping costs are payable by you, and refunds are not available for the production cost.
• Customs, duties and taxes: for deliveries outside our shipping country, import duties and taxes are determined by local authorities and are the recipient’s responsibility unless stated at checkout. We cannot refund amounts collected by customs authorities.

6. Standard (Non-Custom) Items

Where we expressly authorise a return of a non-custom item, the request must be made within 14 days of delivery, and:

• the item must be unused, in its original packaging, and in the condition you received it;
• you must provide a tracking number for the return, and return shipping is at your cost;
• personal care items (such as silk pillowcases), gift cards, and anything installed or cut (such as wallpaper) are not returnable unless defective.

7. How Refunds Are Paid

Approved refunds are paid to your original payment method, normally within 10 business days of approval, and your bank may take additional time to post them. Refunds never exceed the amount you actually paid for the item, and sales tax is refunded in proportion to the amount refunded. For discretionary refunds, we may deduct the actual shipping cost we incurred, even if you received free delivery. No shipping deduction applies to refunds for defective, damaged or incorrect items. In some cases we may, at our sole discretion, offer a partial refund, credit, replacement or another resolution. Any such offer is a gesture of goodwill, is not an admission of liability, and does not create a right or precedent for any other order.

8. Order Misuse and Payment Disputes

We may decline, cancel or limit orders, withdraw promotions, and decline discretionary resolutions where we reasonably believe an account or order is being used abusively. Examples include repeated claims without a valid defect, false or altered evidence, and attempts to obtain both the goods and a refund.

If you have a problem with an order, please contact us so we can resolve it quickly. 

9. Limitation of Liability

To the extent permitted by law, our liability for any order is limited to the amount you paid for that order. 

10. Your Legal Rights

Nothing in this policy excludes or limits any consumer right or remedy that cannot lawfully be excluded or limited under the law that applies to you, including the laws of your state or province. Customers outside the United States and Canada may have additional statutory rights, which will apply where required by law.

11. Contact

Email: support@diveros.com. Please include your order number.