Your complete satisfaction is our goal and we have an easy return policy. With a few exceptions (fins, rebreathers, DPVs, absorbent, boosters, service 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 might also qualify for a free pre-paid 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. We will issue an electronic pre-paid return label which is appropriate for the country where we originally shipped the order.
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. 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.
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. If you choose not to request or are unable to use our pre-paid return label, or your return does not qualify for a 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. When only the original equipment manufacturer is able to perform warranty service on an item, mostly electronics, we may request you return the item directly to the supplier rather than to us. 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. If you selected free shipping with your order and the remaining value of your order after the return is less than the value required to qualify for free shipping, the refund amount will be reduced by our actual shipping costs from the order. If the order is returned by the carrier as undeliverable or refused, the refund amount will be reduced by both the outbound and inbound actual shipping costs from the order.
If we collected sales 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.
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.
Disclaimer - We believe that repeated or excessive returns by a specific customer indicates, for whatever reason, we are unable to meet the ongoing expectations of that customer. In such circumstances we may reject future orders by that customer or only accept specific orders by that customer on the condition of no returns or no free returns. We reserve the right to accept or reject any order at our sole discretion.