Refund policy
# Refund Policy
Thank you for shopping with My Diamina.
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## 1. Physical Products
(*Planners, Journals, Charms, Accessories*)
Due to the handmade and limited-edition nature of our products, we only accept returns or exchanges under the following circumstances:
- Items damaged during shipping
- Incorrect items received
To request a return or replacement, please contact us within **7 days of delivery** at [info@mydiamina.net](mailto:info@mydiamina.net). Include your order number and clear photos of the issue.
Returned items must be:
- Unused
- In original condition and packaging
Customers are responsible for return shipping costs unless the item was incorrect or damaged.
**We do not accept returns for used or damaged items that are not the result of a manufacturing or shipping issue.**
(Change of mind, used or customized items, gift wrapping or charm bundles purchased as extras)
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## 2. Digital Products
All digital product sales are **final and non-refundable**. Once a digital file has been downloaded or accessed, we cannot offer a refund.
Please read product descriptions carefully before purchase.
If you have trouble accessing or downloading files, email us at [info@mydiamina.net](mailto:info@mydiamina.net) and we’ll be happy to help.
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## 3. Order Cancellations
You may request a cancellation **within 12 hours** of placing your order, **provided it has not been processed or shipped**.
After this period, we cannot guarantee cancellation due to fulfillment timelines.
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## 4. Refund Processing
If your refund is approved, it will be processed automatically via your original payment method within a few business days.
If you haven't received your refund yet:
- Double-check your bank or credit card account
- Contact your payment provider (some banks take longer to process)
- If still unresolved, reach out to us at [info@mydiamina.net](mailto:info@mydiamina.net)
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## Additional Notes
- We do not provide pre-paid return labels unless the return is due to our error.
- We currently ship using **Packeta and its partner carriers**.
- As a Slovakia-based business, **we are not a VAT payer** at this time.
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## Business Information
**Ing. Henrieta Tóthová**
Lipová 18A
946 03 Kolárovo
Slovak Republic
Company ID (IČO): 47801417
Tax ID (DIČ): 1080371193
Not a VAT payer
[info@mydiamina.net](mailto:info@mydiamina.net)
## EU Right of Withdrawal
If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
To exercise this right, please contact us at info@mydiamina.net
Returned items must be unused and in their original condition.