Refund and Cancellation Policy

Service Bookings

A booking deposit forms part of the agreed service price and is not an additional fee.

72 hours or more before the confirmed appointment

The customer may request one reschedule or cancellation.

Where a refund is approved, it will be returned through the original payment method where reasonably possible.

24 to 72 hours before the confirmed appointment

The customer may request one reschedule.

The booking deposit may be transferred to the new appointment.

A cash refund is not normally provided unless required by applicable law or otherwise agreed by DIVA.

Less than 24 hours before the appointment or No-Show

DIVA may retain all or part of the booking deposit to the extent reasonably necessary to cover reserved appointment time, preparation, non-recoverable materials or actual loss, subject to applicable Malaysian law.

Cancellation by DIVA

If DIVA cancels a confirmed appointment or is unable to provide the confirmed service, the customer may choose:

• an alternative available appointment; or
• a refund of the amount paid for the service that cannot be provided.

Completed Services

Once a personalised salon service has been completed, a change of mind or subjective preference does not automatically entitle the customer to a refund.

If the customer believes there is a workmanship or material issue, please contact DIVA promptly.

DIVA should first be given a reasonable opportunity to inspect the service and, where appropriate, provide rectification, replacement or another reasonable remedy.

Nothing in this section affects statutory consumer rights.

Hair Brushes

If the customer receives an incorrect, damaged or defective product, please contact DIVA as soon as reasonably possible, preferably within 7 days, with photographs and proof of purchase.

Where the issue is verified, DIVA will provide an appropriate remedy in accordance with applicable law.

For change-of-mind requests involving a used hair brush, DIVA may refuse a return where hygiene or resale condition makes the product unsuitable for resale, subject to applicable statutory rights.

Collection / Delivery

Where a hair brush or other physical product requires collection or delivery, the applicable collection method, delivery fee and estimated fulfilment time will be displayed or confirmed before payment.

Hair Credit

Hair Credit must be used within the validity period stated at purchase.

The COCO × DIVA Hair Credit plans are valid for 6 months and may be used for regular DIVA haircut, Wash & Blow, colour, perm and hair-treatment services.

Hair Credit is not valid for feather extensions, men's hairpieces, products, hair brushes or other special promotional packages.

Nothing in this Policy limits any cancellation or refund rights available under applicable Malaysian consumer law, including any provisions relating to future services contracts where applicable.

Used services, goods retained by the customer and other amounts that may lawfully be taken into account may be considered when determining any refund.

Except where cancellation or refund rights apply by law, Hair Credit is not intended to function as a cash-withdrawal product and cannot simply be exchanged for cash.

Refund Processing

Where a refund is approved, DIVA will initiate the refund within 7 business days where practicable, and always within any mandatory period required by applicable law.

The time taken for refunded funds to appear in the customer’s account may depend on the bank, card issuer or payment provider.