Your complete satisfaction is our goal and we have an easy return policy. With a very few exceptions (rebreathers, DPVs, absorbent, boosters, parts, software PINs, and a few other items clearly identified in our pricelists as non-returnable) if any item you purchase from us does not meet your expectations, you may return it for a refund.
FREE Pre-Paid Return Shipping Label -- If your order qualified for free shipping, it qualifies for a free pre-paid UPS return shipping label. Please Contact Us via e-mail, tell us your order number along with what item(s) you wish to return, reason for return and request a pre-paid return shipping label. Upon your request, we will issue an electronic pre-paid return label which is appropriate for the country where we originally shipped the order. Outside the US, any UPS drop-off location in that country will accept your prepaid return shipment once the label (and accompanying documentation for international returns) has been printed and securely attached to the package. Please note that in areas where there is no convenient drop-off location, or if you wish to return from a different country than where we shipped the order, you may be unable to use the pre-paid return shipping label. You must explicitly request the pre-paid return label. If you choose not to request or are unable to use our pre-paid return label, you will be responsible for return shipping costs.
Warranty -- Everything purchased through us includes full manufacturers warranty. Warranty service usually requires return to either Dive Gear Express or the manufacturer if you prefer. If you are unable to use or choose not to use our pre-paid return label, you pay for warranty shipping costs back to us and we always pay for the warranty shipping costs back to you.
Refunds -- The purchase price of items returned in unused condition and original packaging within one month of the invoice date will be refunded in the same form as the original method of payment, or store credit if you prefer. Items in any other condition and items returned after one month of the invoice date will be refunded only in the form of store credit. We will issue a refund as soon as we receive your return. Any defective item or incorrect shipment will be replaced at no shipping charge to you, otherwise shipping costs are not refunded.
Authorization -- Either the pre-paid return shipping label we supplied, or the invoice is your return authorization. Although not required if you do not wish to request a pre-paid return shipping label, we suggest you contact us before returning your purchase because in many cases we can resolve your concerns without creating a return.
Return Shipping -- If you are unable to use or choose not to use our pre-paid return label, please don't forget you will be responsible for any loss or damage to the product during return shipping. Carefully pack your return for shipment back to us and if you do not use the pre-paid return shipping Label then inside the package please include a copy of your invoice. Please help us by making a brief note of the reason for your return on the invoice. For high value returns we recommend that you select a carrier that offers package tracking, insure your package for safe return, and declare the full value of the package so that you are completely protected if the shipment is lost or damaged in transit.
How long is the pre-paid return label valid? - You will receive an e-mail with instructions on how to retrieve and print your electronic return label. You must retrieve and print the label within seven days (one week) of receiving the e-mail. The label is valid for use for seven days after printing. Once the label has been retrieved and printed, it may not be reprinted and may not be reused. We recommend requesting a free pre-paid return label shortly before you are ready to use it, but keep in mind that after 30 days you may only receive a refund in the form of a store credit.
How many pre-paid return labels may I request? - We will provide one free pre-paid label per order. If you have multiple returns from several orders, you may use a single return label if you wish (we would prefer that as well) but we must know exactly what merchandise you intend to return at the time we issue the pre-paid return label.
Can I get a refund of taxes and duties? - If we collected the tax at the time of the purchase, we will refund the tax as appropriate. However, if taxes and duties were paid to a third party such as a local government, courier service, postal service, or customs house you must contact whomever you paid to request any potential refund of taxes and duties. We are not responsible for refunding any monies paid that we did not ourselves collect at time of purchase.
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