We want you diving with the gear you love. If something isn't right, you may return eligible items within 30 days of delivery under the terms below. By placing an order, you agree to this policy.
1. New Merchandise
New items may be returned within 30 days of delivery for a refund to the original payment method, an exchange, or store credit.
To qualify, items must be:
- New, unused, and never used in water;
- In original, undamaged packaging with all tags, manuals, blank warranty cards, accessories, and included gifts, if any.
Open-box items follow the same rules as new merchandise, minus a 15% restocking fee.
Refunds are issued within 2 business days after the return reaches our warehouse and passes inspection. Your bank may take 5–10 business days to post it.
2. Used Gear
Items bought from our Used section may be returned within 30 days of delivery for store credit only. No refunds to the original payment method are given on used gear.
- The item must be in the same condition as when sold, with all parts and accessories that came with it.
- Items damaged, altered, or showing additional wear after delivery will not be accepted and will be shipped back at your cost.
- Store credit is issued as a DIPNDIVE e-credit to your account email, does not expire, and is not redeemable for cash.
- The shipping and return deductions in Section 4 apply, unless the item was misdescribed or arrived defective.
3. Items That Cannot Be Returned
- Bathing suits, mouthpieces and snorkels are items of personal hygiene and, for health reasons, may not be returned once used or worn.
- The following are also non-returnable: batteries, cleaning chemicals, serviced or ex-rental gear, items marked Final Sale and opened books, cards and media.
- SCUBA cylinder sales are final.
- Gift cards may not be returned.
4. Shipping and Return Costs
Unless the return is due to our error or a verified defect (Section 6), the following are deducted from your refund:
- Original shipping: the shipping charge you paid. If your order shipped free, we deduct the actual carrier cost we paid to ship it to you, shown on your return confirmation.
- Return shipping: $8.99 per return using our prepaid label, or $24.95 for packages over 32 lb or oversized. Multiple items or orders in one box under 32 lb are charged one fee. You may ship with your own trackable carrier instead and pay no label fee; we are not responsible for returns lost in transit.
- Choose store credit, skip the label fee: if you choose store credit instead of a refund on new merchandise, we waive the return label fee.
If a return leaves part of an order below a free-shipping threshold, the remaining items' shipping cost is deducted as described above.
5. Restocking Fees
Returns that don't meet Section 1 may be accepted at our discretion, minus a restocking fee:
| Condition on arrival |
Fee |
| Opened packaging, camera or imaging gear opened, or missing original box |
15% |
| Missing parts, manuals or accessories, or signs of use |
Up to 50% |
| Used in water, damaged, or not the item we shipped |
Not accepted; product returned at your cost |
6. Damaged, Defective or Incorrect Items
Inspect your order on arrival. Report shipping damage, missing items, or the wrong item within 5 business days of delivery to cs@dipndive.com with your order number and photos. Verified errors and defects get a free return label, and we refund the full price including original shipping, or replace the item. Defects found after 30 days are handled under the manufacturer's warranty; we'll help you file the claim.
7. How to Return
You can start the return process online, via phone, email, or through Live Chat.
To start a self-return process online do the following:
- Log in to your account:
1. In the "Email" field, enter your email address, and then click "Continue".
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code
- Click the order that you want to submit the return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note for the store.
- Click "Submit request".
If your return request is approved, you will get an email with shipping instructions. After the product is returned, you will receive a refund within 2 days of the item reaching our warehouse.
For a manual return do the following:
- Contact us via phone, email, or through Live Chat and let us know you want to initiate a return.
- Pack the item securely, including the original product packaging and tags. (Tip: Re-use the bag or box your order came in. Be sure to cover all existing shipping labels!)
- In your return package, include a note with your order ID and a return reason.
Please send your package to:
DIPNDIVE
ATT: RETURNS
25 PineView Dr., Suite B
Buffalo, NY, 14228
USA
8. Promotions, Gifts and Bundles
Free gifts and bundled items must be returned with the qualifying item, or their retail value is deducted. Refunds on discounted orders reflect the price actually paid.
9. Fair Use
We check serial numbers and contents on every return. We may refuse returns that appear fraudulent, swapped, or part of a pattern of excessive returns.
10. Contact
If you have any questions, concerns, or problems, please contact our Customer Service Department at (716) 691-9100 Monday to Friday, 9:00 AM–5:00 PM Eastern, or email us at cs@dipndive.com.
Our Customer Service will make every effort to resolve your problem as quickly as possible.
