Shipping & Returns

At Free Dive Gears Sales, we’re committed to getting your dive gear to you efficiently and ensuring your complete satisfaction with every purchase. Whether you’re a recreational diver or a dive professional, our shipping and returns policies are designed with your needs in mind.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and public holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

Note: Delivery times are estimates and may vary depending on destination and customs processing. We cannot ship to certain remote areas in Asia and other locations – please contact us if you’re unsure about delivery to your region.

International Shipping

We ship worldwide (with some exceptions). International customers are responsible for any customs duties, taxes, or fees imposed by their country. These charges are not included in our shipping costs and will be collected by the carrier upon delivery.

Returns & Exchanges

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 process.

Eligibility

To qualify for a return or exchange:

• Item must be unused and in original packaging with all tags attached
• Proof of purchase (order number) is required
• Request must be initiated within 15 days of delivery

Non-Returnable Items

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

• Masks (all types, 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.
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 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):

• Follow the standard return process above
• Clearly state in your email that you’re requesting an exchange and specify the replacement item
• 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):

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

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 policies reflect our commitment to your satisfaction – both with our gear and our service.