Return & Warranty Policy
This Refund Policy (“Policy”) applies to all purchases from us, unless stated otherwise.
(1) CUSTOMER SATISFACTION IS OUR PRIORITY
At Infinity Dive, customer satisfaction is our priority.
We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
Any benefits set out in this Policy may apply in addition to consumer’s rights under Australian Consumer Law.
Please read this Policy before making a purchase, so that you understand your right as well as what you can expect from us in the event that you are not happy with your purchase. If any conditions are not met, Infinity Dive reserves the right to refuse the return or to charge a minimum 15% restocking fee.
(2) AUSTRALIAN CONSUMER LAW
(a) Under the Australian Consumer Law:
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- To cancel your service contract with us; and
- To a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.
(b) We offer refunds, repairs, and replacements in accordance with Australian Consumer Law.
(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
(e) Further information about the Australian Consumer Law and the Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
(f) If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund.
(g) If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.
(3) CHANGE OF MIND
We do not offer any refund if you simply change your mind, or find the same product or service cheaper elsewhere.
(4) PRODUCTS DAMAGED DURING DELIVERY
In the event that a product which you ordered is damaged during deliver:
(a) Please contact us as soon as possible.
(b) Any damaged product must be returned in the condition it was in when you received it, together with any packaging and other items which you received with the damaged product.
(c) We are not responsible for any items stolen or missing. We will help you to claim parcels missing and damaged. Please contact us within the following time from the date you received the product: 5 BUSINESS DAYS
Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service you purchased if:
(a) You misused the said product in a way which caused the problem.
(b) You knew or were made aware of the problem(s) with the product or service before you purchased it.
(c) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
(d) We reserve the right to refuse refunds or exchanges (depending on the circumstances) if the product is not in original, unused condition or missing parts.
(e) Any other exceptions apply under the Australian Consumer Law.
(6) SHIPPING COSTS FOR RETURNS
(a) In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law we will bear any costs of shipping the said product (the “Returned Product”) back to us, as well as any costs of shipping any replacement product to you.
(b) In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
(7) PRODUCTS CONTAINING YOUR DATA
In some cases, products that you return may contain your data. The replacement or repair of these products may result in loss of your data. We recommend that you back up any data to avoid data loss. We recommend that you remove sensitive or confidential data as this data may be accessible by anybody who assesses or repairs your products. We are not responsible for any data which is lost as a result of the repair or replacement of your products.
(8) REFURBISHED PRODUCTS
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
(9) WRONG SIZE PRODUCTS
If your product is wrong size, we may exchange your item to same item in different size for ONE time ONLY and 10% restocking fee may apply.. Please contact us for delivery payment for the exchange product.
(10) FINAL SALES & NON-REFUNDABLE PRODUCT
(a) Purchases via our promotion cannot be exchanged or refunded.
(b) Clearance product from our monthly “Timed Sales” are eligible for return or refund. Exchange as long as stock is available of same item.
(c) Special order merchandise or any item indicated on the website as non-returnable is as such.
(11) UNSATISFIED PRODUCT
Any products are not satisfied with if returned with 14 days of receipt and received in original packing and unused condition, may be issued an exchange or store credit to the merchandise cost only. 15% restocking fee may apply.
(12) Defective items
Defective items may be repaired, exchanged or refunded at our discretion for the same model or manufacturer's equivalent model.
(a) All products would be under the manufacturer’s product warranty policy cover.
(b) If any product is defective within the warranty period, customers would have the right to contact the manufacturer to repair or replace it.
(c) Under the manufacturer’s product warranty policy, we will help customer to contact the manufacturer to use their rights.
(d) For any detailed information of the product warranty policy, please refer to the manufacturer’s website.
(14) RESPONSE TIME
We aim to process any requests for repairs, replacements or refunds within 30 business days of having received them.
It is the customer's responsibility to choose the correct drysuit size if the drysuit is made to order. Drysuit returns are not accepted under any circumstances unless Infinity Dive has made a mistake. We do not take any responsibility for the fit of a 'made to measure' drysuit unless measured by us. All drysuits are indiviudally tested by manufactuers. Any isolated manuacturing defect(s) will be repaired, not replaced, as stated under the manufactueres warranty.
(16) HOW TO RETURN PRODUCTS
(a) Please read conditions below. If any conditions are not met, Infinity Dive reserves the right to refuse the return or to charge a minimum 15% restocking fee.
- All returned items must be in NEW condition, in their original unaltered box (including an intact PLU code) and must include all packing material, blank warranty cards, manuals and accessories.
- We can only refund or exchange products provided they haven't been used in the water and are undamaged or unmarked.
- If returning a wetsuit for warranty assessment, please ensure the wetsuit is thoroughly dry inside and out, otherwise there will be a delay in processing your return for hygiene reasons.
- PLEASE NOTE:
- Infinity Dive is not responsible for mis-handling of products or ill-treatment of goods.
- Infinity Dive is not responsible for personal data or items left in returned merchandise.
- Infinity dive is not responsible for any consequential or incidental damage resulting from the use of any merchandise bought from us including lost or stolen equipment.
(b) You may contact us to discuss a return using the details at the end of this Policy.
(c) We will pay any refund in the same form as the original purchase or to the same account or credit card used to make the original purchase, unless otherwise determined in our sole discretion.
(d) For any purchases using Gifts Card or Voucher, we ONLY refund them as new Gift card or credit.
(e) You must provide proof of purchase in order to be eligible for a refund, repair or replacement.
(f) You may be required to present a government issued identification document in order to be eligible for a refund, repair or replacement.
(g) Please contact us before return any products. You may return products to the following address:
PO BOX 4184,
Castlecrag NSW 2068
(17) CONTACT US
If you wish to speak to us about the Policy or about any refund, repairs or replacements, you may contact us at:
LAST UPDATED ON: 23 MAY 2022