At Free Dive Gears Sales, we stand behind our dive equipment as passionately as you trust it underwater. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process for most items within 15 days of delivery.

Dive Professionals Note: We understand that professional divers and commercial operations rely on precise equipment. Our team is specially trained to handle returns of technical gear like backplate systems, analysers, and dive computers with the care these precision instruments require.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be unused, in original packaging with all tags attached
  • Proof of purchase (order number) is required
  • Request must be initiated within 15 days of delivery
  • Certain hygiene-sensitive items cannot be returned (see below)

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Masks (due to hygiene considerations)
  • Gloves (all types)
  • Hoods
  • Hand Spears (sharpened items)
  • Custom ordered or special production items

Defective items in these categories will be replaced at our discretion after inspection.

Return Process

  1. Initiate Your Return: Email our returns team at [email protected] with your order number and reason for return. Use our template below for faster processing.
  2. Receive Authorization: We’ll respond within 2 business days with a Return Authorization Number (RMA) and instructions.
  3. Package Your Item: Securely repackage the item in its original packaging with all accessories. For fragile dive equipment like analysers or lenses, use ample padding.
  4. Ship Your Return: Send the package to our WA facility (address below) using a trackable service. We recommend insurance for high-value items like dive computers or canister lights.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For international returns outside Australia, customs fees may apply.

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days of receipt
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Deductions: Original shipping fees are non-refundable unless the return is our fault

Note: Bank processing times may add 3-5 additional business days for the refund to appear in your account.

Exchange Process

For exchanges (size, color, or model changes):

  1. Follow the standard return process above
  2. Clearly state in your email that you’re requesting an exchange and specify the replacement item
  3. We’ll ship the new item once we receive your return (shipping charges may apply)

For urgent exchanges on essential dive gear, contact our customer service team for expedited options.

Defective or Damaged Items

If you receive a damaged or defective item (like a leaking mask or malfunctioning dive computer):

  1. Contact us immediately at [email protected] with photos of the damage/defect
  2. We’ll arrange a prepaid return label if needed
  3. Choose between repair (when possible), replacement, or refund

Return Address

Free Dive Gears Sales – Returns
20 Redesdale Rd
WAANYARRA, AU 3551
Australia

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Free Dive Gears Sales Team,

I would like to request a return/exchange for my recent purchase:

Order Number: [Insert]
Item Name: [e.g., “Scubapro Seawing Nova Gorilla Fins”]
Reason for Return: [e.g., “Size too small”, “Changed mind”, “Defective item”]
Preferred Resolution: [Refund / Exchange for [specific item]]

Please advise next steps at your earliest convenience.

Regards,
[Your Full Name]
[Your Contact Number]

Need Help?

Our dive equipment specialists are available to assist with returns Monday-Friday, 8:00 AM to 4:00 PM AWST:

Email: [email protected]
Phone: [+61 XXXX XXX XXX]

We appreciate your trust in Free Dive Gears Sales for your underwater adventures. Our returns policy reflects our commitment to your satisfaction – both with our gear and our service.