Refund and Return Policy

Security. Integrity. Promise.

DIGITAL PRODUCTS

Digital Diva Design’s digital products (including, but not limited to, digital templates, ebooks, digital graphics, etc.) cannot be returned or refunded.

If you’re experiencing a technical issue with your purchase

Digital Diva Design defines a technical issue as an unforeseen problem with a digital product that occurs when it is being used in the intended manner, which prevents you from using it in that intended manner.

A technical issue would NOT include: insufficient expertise with required software for the digital asset; not having the required software to use the product; or dissatisfaction when the digital asset does not perform outside of reasonable or normal capabilities (as described in the product listing).

If you’re experiencing a technical issue with a product, please contact us at diva@krystalandco.com and explain in detail your issue with the product. We take great pride in providing products that are high quality and easy to use, and we want you to be satisfied with your purchase. We’re always happy to help! 

PHYSICAL PRODUCTS

We use Printify to fulfill our Digital Diva Design physical merchandise orders.

Printify is a print-on-demand company, which means that all products are unique and produced only once ordered. This also means that returns and exchanges are not supported if you ordered the wrong size, color, or simply don’t like the product.

Our policy lasts 30 days. If 30 days have gone by since your purchase; unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, notify us via email at diva@krystalandco.com and send your item to the return address on your shipping label.

Non-returnable items

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at diva@krystalandco.com.

Sale items

Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at diva@krystalandco.com and send your item to the return address on your shipping label.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to the return address on your shipping label.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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