Last updated on: 22-Nov-2023
Effective date: 22-Nov-2023
Thank you for shopping with Divegen!
We have a 30-day return policy on most items, which means you have 30 calendar days after receiving your item, or after a third party has taken possession of your item on your behalf, to request a return. Where it is not possible to ascertain the date on which you received the item or the date on which a third party took possession of the item on your behalf, then you have 30 calendar days following the date your item was dispatched to request a return.
To be eligible for a return, your item must be:
The following items can’t be returned:
These exceptions do not apply to any returns made in accordance with consumer guarantees, or otherwise as required by law.
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, or an item is missing, so that we may evaluate the issue and make it right.
As long as the order has not been processed, you may cancel your order prior to shipping. Shipping costs for orders cancelled prior to shipping will be refunded in full. To cancel your order, please contact us at .
All return requests must be accompanied with proof of purchase, this can be one of the following:
Photocopies and digital scans/photographs of your proof of purchase are accepted, so long as all details are legible.
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund too.
Shipping costs, except where an order is cancelled prior to shipping, and transaction fees are non-refundable. Transaction fees are built into the cost of our goods and are paid directly to our merchant gateways that take payment on our behalf. These transaction fees are not recoverable when we issue refunds. Transaction fees are as follows:
Where an item was shipped to you for free, such as due to a free shipping offer, using a free shipping voucher code, or because the item is usually eligible for free shipping, we will charge you a restocking fee to cover the initial cost of delivery; this will be deducted from your refund. We can advise you of this cost on request, prior to you returning the item to us.
You are responsible for all shipping costs associated with returning items to us, except where the return is due to a defective or damaged item, in which case we will supply you with a prepaid return shipping label to return the goods to us. If you opt to return the item to us without using the prepaid return shipping label, we will not reimburse the shipping cost.
Where an exchange is requested, you are responsible for all shipping costs associated with the exchange, including returning the item to us, and us shipping the replacement to you. We will contact you prior to shipping the replacement item to collect payment.
To start a return, please submit a return request using the link below.
We will review your return request within 5 business days, and if your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not Australia, shipping your goods may take longer than expected.