At Dive Gear Shop, we understand that precision matters when configuring your dive systems. Just as we meticulously inspect every regulator before shipment, we’ve designed our returns process with the same attention to detail for our global community of technical divers, ERDi professionals, and expedition teams.

Our Return Commitment

We stand behind our equipment with a 15-day inspection period from the date of delivery. If any item doesn’t meet your exacting standards for technical performance or fit, we’ll facilitate a return or exchange with the same efficiency we apply to our equipment configurations.

Expedition Note: For international shipments (excluding parts of Asia and select regions), please account for customs clearance times when evaluating the 15-day window.

Return & Exchange Process

Step 1: Initiate Your Request

Within 15 days of delivery, email our Gear Support Team with:

  • Your order number
  • Item(s) for return/exchange
  • Reason for return (helps us improve our technical specifications)
  • Photos of any defective items (for quality control investigation)

Step 2: Receive Authorization

Our certified equipment specialists will review your request within 48 business hours and provide:

  • Return Authorization Number (RMA)
  • Prepaid return label (for defective items)
  • Specific return instructions based on equipment type

Step 3: Prepare Your Shipment

For all returns:

  • Repackage items in original protective casing with all included components
  • Include all manuals, certification cards, and original tags
  • Securely seal the package – we recommend using the original shipping container
  • Affix the provided return label clearly

Step 4: Ship & Track

Return via the same carrier used for delivery (DHL/FedEx for standard shipments, EMS for free shipping). Track your return package – we cannot process refunds until the item is received and inspected by our Columbus facility.

Refund Processing

Upon inspection by our dive technicians:

  • Timeline: 3-5 business days after receipt
  • Method: Original payment type (Visa, MasterCard, JCB, PayPal)
  • Amount: Item cost minus original shipping fees (unless defective)

Technical Note: For international transactions, allow additional 2-3 business days for bank processing.

Exchange Process

For size or configuration exchanges:

  1. Follow standard return procedures
  2. Specify replacement item in your initial email
  3. We’ll ship the replacement immediately upon return approval (additional charges may apply for upgrades)
  4. Expedited shipping available for expedition-critical gear

Non-Returnable Equipment

For safety and hygiene reasons, the following cannot be returned unless defective:

  • Cutting Devices (used or opened)
  • Dry Suit Boots & Hoods (hygiene reasons)
  • Opened Drysuit Repair Parts
  • Custom-configured BCD Packages
  • Analyzer equipment with calibration seals broken

Return Request Template

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

Email to: [email protected]

Dear Dive Gear Support Team,

I would like to initiate a return/exchange for my recent order (#[Order Number]). Below are the details:

  • Item(s) for return: [Product Name, SKU if available]
  • Reason: [Size/Technical Fit/Defective/Other]
  • Preferred resolution: [Refund/Exchange for [Product Name]]
  • Photos attached: [Yes/No – required for defective items]

Please provide return instructions at your earliest convenience. I understand the 15-day return window applies from the delivery date of [Delivery Date].

Best regards,
[Your Full Name]
[Your Contact Number]

Expedition-Grade Support

For time-sensitive expedition returns or complex technical configurations, contact our specialists directly at [email protected] or mail to our Columbus facility:

Dive Gear Shop Returns
2218 Quilly Lane
Columbus, OH 43215 USA

We approach returns with the same technical precision we apply to our dive equipment – ensuring every transaction meets professional diving standards.