Refund policy

Divoom support policy

Refund & Return Policy

Start by identifying whether your request is a change-of-mind return or a product issue. Divoom.com orders follow the policy below. Orders placed on Amazon, Temu, Shein, marketplaces, retailers, or resellers follow the return and after-sales policy shown by that platform or seller.

Return window
30 days after delivery
Refund timing
5-10 business days after approval

Choose the right path

Changed your mind or Product issue

Non-quality returns and quality-related claims use different rules, shipping responsibilities, and support steps.

Which situation applies?

If the item is unused and you changed your mind, start with the 30-day return path. If something is not working as expected, choose product issue so our support team can review the problem first.

Change of mind

30-day money-back return

Use this path if the product is unused, undamaged, and you simply no longer want it, ordered the wrong item, or changed your mind.

  • Request the return within 30 days after delivery.
  • Return the product with original packaging, accessories, manuals, and gifts.
  • The buyer is responsible for return shipping unless Divoom confirms otherwise.
  • Returns may be rejected if the product is used, damaged, incomplete, or sent back without approval.
Product issue

Quality-related support

Use this path if the product appears defective, arrives damaged, cannot power on, or has a function problem that needs support review.

  • Contact support before sending anything back.
  • Provide your order number, product model, serial number if available, and clear photos or video.
  • Divoom may troubleshoot, inspect, replace, repair, or refund depending on the approved case.
  • Eligible Divoom.com orders may receive 12+6 months of warranty coverage.

Submit a return request

To return a product or start a warranty review, use our Return & Warranty Request page or click Return in your store account. You can also start from the profile icon in the store navigation. If you do not see a return option, contact us at mia@divoom.com with your order number and return reason.

Step 1

Log in to your account

  1. Enter your email address in the email field, then click Continue.
  2. Open the email from our store and copy the six-digit verification code.
  3. Return to the online store and enter the six-digit verification code.
Step 2

Choose the order and items

  1. Click the order you want to submit a return request for.
  2. If the order includes multiple items, select the items you want to return.
  3. Choose a return reason and add a note for our support team.
Step 3

Request return

Click Request return. If your request is approved and the item needs to be shipped back, you will receive an email with return instructions and a return shipping label when a label is provided. After the product is returned and approved, you will receive your refund.

Refund timeline

We can only process a refund after the returned item has arrived and passed inspection, or after Divoom approves another resolution for a quality-related case.

  • Approved refunds are usually processed to the original payment method within 5-10 business days after inspection or approval.
  • Your bank, card issuer, PayPal, Klarna, or other payment provider may need additional time to post the refund.
  • For approved non-quality returns, Divoom refunds the product purchase price. Original shipping fees, express shipping fees, taxes, duties, and service fees may be non-refundable unless required by law or approved by Divoom.

Return shipping and U.S. labels

Shipping responsibility depends on whether the case is a confirmed quality issue or a non-quality return.

U.S. quality-related returns

Prepaid label after approval

For eligible U.S. quality-related returns, Divoom may provide a prepaid return shipping label after the claim is reviewed and approved.

Non-quality returns

Buyer pays return shipping

For change-of-mind returns or other non-quality returns, the buyer is responsible for return shipping costs. If Divoom provides a label for a non-quality return, the label cost may be deducted from the refund or handled according to support instructions.

What we need from you

Send support enough information to confirm the order, identify the product, and understand the reason for the request.

For a 30-day return

  • Divoom.com order number or checkout email.
  • Reason for return.
  • Photos showing the product, packaging, accessories, and product condition.
  • Confirmation that the product is unused and undamaged.

For a product issue

  • Divoom.com order number or valid proof of purchase.
  • Valid proof may include an online Divoom order number, sales invoice, or dated receipt from an authorized Divoom seller showing the product and price.
  • Product model and serial number if available.
  • Clear photos or video showing the issue and troubleshooting result.
  • Divoom may need to document troubleshooting steps before approving the claim.
  • It may be necessary to return the item for quality inspection.
  • Any information requested by support for inspection or claim review.

Not eligible for return or refund

  • Products returned without approval or to the wrong address.
  • Products that are used, damaged, missing accessories, or missing original packaging for a non-quality return.
  • Products purchased from third-party platforms, retailers, resellers, or marketplaces; please contact the seller or platform directly.
  • Damage caused by misuse, drops, water exposure, extreme temperatures, unauthorized repair, improper operation, or external factors.
  • Lost or stolen products, free products, products repaired by third parties, and products purchased through unauthorized or illegitimate channels.

Warranty coverage for product issues

A refund policy is not the same as warranty coverage. Divoom.com orders placed on or after July 29, 2026 may be eligible for the 12+6 Month Official Store Warranty for eligible quality-related defects.

Official store benefit

12 months + 6 extra months

Months 13-18 follow the same coverage rules as months 1-12. For approved quality-related claims, Divoom may replace the item with a factory-refurbished model of equal value when available, send a new item, repair the product, refund the order, or provide another approved solution. Third-party platform orders follow the policy shown by that platform or seller.

Review warranty policy

Responsibility notes

These rules help prevent avoidable losses during return shipping and product inspection.

When the buyer pays shipping

  • Returns for any reason other than a confirmed product defect.
  • Quality-related claims made outside the original country of purchase.
  • Accidental returns, personal items sent to Divoom, or unauthorized returns outside the approved process.
  • Items claimed to be defective but confirmed by Divoom quality control to be working normally.
  • Defective items returned through international shipping unless Divoom approves another arrangement.

Transit damage and personal items

  • When you use a prepaid shipping label provided by Divoom, Divoom is responsible for damage or loss in transit.
  • For non-quality returns, the buyer is responsible for damage or loss in transit.
  • Divoom does not refund items damaged in transit for non-quality returns.
  • Divoom is not responsible for personal items returned with the product or data loss caused by use of Divoom products.

Before sending anything back

Contact support first. We need to confirm the correct return address, required packaging, and whether a label or inspection is needed.

Start return or warranty request Contact support Review shipping policy