Returns Policy

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.

Conditions of returns

To be eligible for a return, your item must be:

  • In the same condition that you received it
  • Unworn or unused
  • With tags
  • In its original packaging

Items that can’t be returned

The following items can’t be returned:

  • Altered items
  • Bespoke, custom-made, or made-to-measure items
  • Gift cards
  • Hazardous materials, flammable liquids, or gases
  • Items that cannot be resold due to hygiene reasons, such as:
    • Ear plugs
    • Mouthpieces
    • Snorkels
    • Swimwear
    • Underwear
    • Urination systems
  • Perishable items
  • Personal care items
  • Personalised products
  • Any other item where it is advised on our website, under the product details, that the item is not eligible for return

These exceptions do not apply to any returns made in accordance with consumer guarantees, or otherwise as required by law.

Damages or issues

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.

Cancellations

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 .

Proof of purchase

All return requests must be accompanied with proof of purchase, this can be one of the following:

  • Store receipt
  • Invoice
  • Online order confirmation email
  • Online order – found under “My Account”

Photocopies and digital scans/photographs of your proof of purchase are accepted, so long as all details are legible.

Refunds

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.

If more than 15 business days have passed since we approved your return, please contact us at .

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:

  • Debit/Credit Card 
    • Australia – 1.75% + 30c 
    • International – 2.9% + 30c
  • PayPal – 2.6% + 30c
  • Direct Transfer – Nil
  • Cash – Nil 

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.

Returns costs

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.

Exchange costs

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. 

How to make a return

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.

You can always contact us for any return questions at .

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