At Dive Roam, we want you to be as confident in your gear purchases as you are in your dive skills. If you’re not completely satisfied with your order, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • Items must be unused, in original condition, and in their original packaging
  • All tags and protective coverings must be intact
  • Proof of purchase is required

Important Note: For safety and hygiene reasons, we cannot accept returns on the following items:

  • Drysuit Undergarments (worn next to skin)
  • Boots & Socks
  • Opened or used diving computers
  • Any custom or personalized diving gear

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our team within 15 days of receiving your order by emailing [email protected] with your order number and details about the product you’d like to return or exchange.
  2. Wait for approval – Our customer service team will review your request and provide return instructions within 1-2 business days.
  3. Package your item securely in its original packaging with all accessories and documentation.
  4. Ship your return to our address (provided in your return approval email) using a trackable shipping service. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Return Shipping

You are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective item, etc.). We recommend using a trackable shipping service as we cannot guarantee receipt of returned items.

Refund Processing

Once your return is received and inspected (typically within 3-5 business days of arrival), we’ll process your refund or exchange:

  • Refunds will be issued to your original payment method
  • Credit card refunds typically appear within 5-10 business days, depending on your bank
  • PayPal refunds are usually processed within 24 hours
  • Exchanges will be shipped once the returned item is received and approved

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement or refund and cover return shipping costs.

Return Request Template

Use this template when emailing your return request:

Subject: Return Request – Order #[Your Order Number] Dear Dive Roam Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Details of item(s) to be returned: – Product Name: – Reason for return: – Preferred resolution: (Refund/Exchange for [specific item if exchanging]) Please advise on next steps. Best regards, [Your Full Name] [Your Contact Information]

Questions?

Our customer service team is ready to help with any questions about returns or exchanges. Contact us at [email protected] or call us during business hours (9am-5pm AEST, Monday-Friday).

Thank you for choosing Dive Roam for your diving adventures. We’re committed to ensuring you’re completely satisfied with your gear so you can focus on what really matters – exploring the underwater world with confidence.