Shipping & Returns

Shipping Options

We offer freight / delivery options by Australia Post Regular Mail and Australia Post Express Post and possibly other delivery companies such as couriers or freight distribution companies. 

There are different fees and charges for these delivery methods. 

Purchases under AUD$250 attract a postage fee.

Purchases of AUD$250 and over will be posted free.  We reserve the right to choose the free delivery method.  Delivery times are subject to the processes of the company performing the delivery and are outside our control.  Any changes made to free shipping will attract an additional fee equal to the cost of the change as imposed by the freight company as applicable. 

Purchases of any value can be posted by Australia Post Express Post Mail with tracking for an additional fee indicated at the point of sale.

Australia Post set the mailing rates based on the weight of items ordered.

Courier companies do NOT deliver to Australian PO Boxes - if you want delivery to a PO box do NOT select this option.  If you do, your order will be held up and you will be charged additional fees.

Amendments to courier deliveries will most likely incur a fee charged by the courier.  Customers are liable to pay this charge if they require amendments to shipping addresses or any other amendments to shipping details already provided.  Any shipping amendment fees will be on-charged to you even if the delivery is free.

There is no free international shipping.  International shipping costs will be determined by us based on the contents of the order.  International shipping will be via an international freight company which will be selected at our discretion.  All international sales are Australian Goods and Services Tax (GST) exempt.  It is your responsibility to liaise with customs in your country (as applicable) and pay all additional taxes, duties or fees your order may be subject to.  We accept no obligation or liability for any of these fees and charges.

Returns

We are committed to customer service.  

Returns are welcome so long as the item(s) were purchased from us.  Please contact us to discuss. 

Please do not do anything until you have contacted us.  A return number will be provided once the issue has been discussed.  Items returned to us without prior notification will not be accepted.  

For an item to be returned, it must be unused and undamaged.  It must be returned in its original packaging with tags attached (if applicable).  A copy of the original receipt must accompany the item.

We reserve the right to determine if a product looks as though it has been used.  

Postage / mailing fees for returns (that are not defects) are the responsibility of the customer / purchaser.  A refund can only be issued after the returned items are received by us.

Exchanges

Exchanges are welcome so long as the items were purchased from us.  Please contact us to discuss.  An exchange number or exchange processs will be provided once the issue has been discussed.

Please do not do anything until you have contacted us.  Items returned to us for exchange without prior notification will not be accepted.  

For an item to be exchanged, it must be unused and undamaged.  It must be returned in its original packaging with tags attached (if applicable).  

A copy of the original receipt must accompany the item.

We reserve the right to determine if a product looks as though it has been used.  

All postage / mailing fees for exchanges (that are not defects) are the responsibility of the customer / purchaser.  That includes postage to us and return postage back to you.  Postage will need to be paid before exchanges can be accepted.

If a new / alternative item is not completely purchased as part of the exchange (i.e. only a part payment or difference is paid), the original item will need to be returned to us before a new item can be sent.

Defects

If an item is defective, please contact us immediately.  We reserve the right to determine if the problem is a defect and also how to resolve the issue.  Some of our overseas manufacturers have a "return to manufacturer" policy where they rectify the defect and return to the customer.  If this is the case we will let you know and notify you where to send the goods for defect rectification.

Changes to Orders

If you would like to change your order, we are happy to do this for you if the order has not already been posted.  Please contact us immediately if you would like to change / amend your order. Additional charges may apply.  

Unfortunately, if the order has already been posted you will be required to return any unwanted products to us at your expense before a refund is paid.

If you would like to add products to your order, and it has already been posted, unfortunately there is nothing we can do to amend the order.  Another order will need to be initiated and applicable postage costs added.

Other Issues

If there are any other issues with an order, please contact us immediately.

Refunds

If a resolution to an issue cannot be found (such as an exchange or replacement), refunds can be given. Return mailing / shipping charges remain the responsibility of the customer / purchaser who is returning the item.  We must receive the item back before the refund can be issued.  Items must not be used.  We reserve the right to determone if the items looks used or altered in any way.  If this is the case, a refund can be refused.

Warranties

For warranty returns, there is a 1 year warranty on BCDs and regulators (subject to conditions**) and 30 days for everything else, subject to normal diving use / wear and tear.  Any permanent physical modificaitons to equipment (for example resizing by cutting parts or permanently altering / changing / defacing gear in any way) voids all warranties.  We reserve the right to determine the best way to resolve this issue.  We reserve the right to void any warranty that we determine to be outside any warranty provisions.  Our judgement is final.

Information

For refunds, exchanges, defects or changes to orders, please contact us and provide your name, contact e-mail, contact number and your invoice number so that we can quickly respond to your request.

Timing

We have a 30 day general returns policy (conditions apply*).

Contact

For all issues, please contact: office@deepdivegear.com

 

 

 

* Items must be unused and undamaged (defects exempt).  Items must be purchased from Deep Dive Gear.  Returns, exchanges and defect returns must be discussed prior to the item(s) being returned and have a return number or e-mail approval to be accepted.

** Tecline regulators have a 10 year warranty for the first owner subject to servicing by a registered Tecline servicing agent or other suitably qualified servicing agent (those with accreditation in either Apeks, Aqua Lung, Hollis, OMS or Aeries) every year using Tecline servicing kits provided by the importer.  Contact Deep Dive Gear (office@deepdivegear.com) for more information.