Refund policy

Last updated: December 2025

At El Diván, we work with made-to-order and custom-built products. Our return policy is designed to protect both the customer and the quality of our service.

Customized products (blinds, curtains, awnings, and custom furniture)

Most of our products are manufactured based on customer-provided specifications such as measurements, materials, finishes, colors, or special configurations, or those confirmed during a prior on-site visit for installation orders. For this reason, we do not accept returns or refunds on customized products, except in the cases outlined below.

When a free replacement or repair applies

A replacement or repair will be provided in cases of:

  • Manufacturing defects.

  • Damage during shipping or delivery.

  • Manufacturing errors that differ from confirmed specifications.

  • Supplier errors in manufacturing, parts, or components.

  • For installation or pre-visit orders: errors based on measurements or specifications verified by our staff.

To process these cases, photo or video evidence is required within 3–5 calendar days after delivery for blinds, curtains, and awnings, and within 48 hours after delivery for furniture.

Furniture: delivery and inspection

All furniture is delivered fully assembled via freight service. Upon delivery, the customer must sign acceptance.

Any transport-related damage must be reported within 48 hours. When damage occurs during transit, El Diván will arrange the corresponding repair; this does not imply a refund.

Non-customized products (standard furniture)

Standard furniture models are not eligible for returns due to change of mind, personal preference, style, or space incompatibility.

A replacement, repair, or refund will be considered only in very specific cases involving a serious manufacturing defect that prevents use of the product and cannot be repaired. Eligibility is determined solely by El Diván.

Cases not eligible for replacement, repair, or refund

No replacement, repair, or refund applies in cases of:

  • Incorrect measurements provided by the customer.

  • Incorrect selection of model, material, fabric, color, finish, or specifications.

  • Product incompatibility due to incorrect or incomplete customer information.

  • Damage caused by misuse, impact, modifications, or improper handling.

  • Change of mind regarding color, style, or preference.

  • Normal wear and tear.

  • Natural variations in materials such as wood (grain, tone, knots).

  • Minor color differences between the physical product and on-screen images.

Outdoor furniture

Outdoor furniture is designed for normal environmental conditions. Prolonged exposure to intense sunlight, moisture, salinity, or lack of proper maintenance may cause natural material changes.

These changes are not considered manufacturing defects and are not eligible for replacement, repair, or refund.

Refunds

Cash refunds are not generally offered. Refunds apply only in exceptional cases, duly reviewed and authorized by El Diván. In most eligible cases, repair or replacement will be offered.

Service process

When the issue is attributable to El Diván or our supplier:

  • We cover the costs of pickup, repair, or replacement.

  • Refunds are not automatic.

  • Resolution time depends on the applicable manufacturing or repair process.