Refunds & Return Policy

Refunds & Returns Policy

We want you to love your purchase. If something isn’t right, we’re here to help. This policy applies to all retail items purchased through the Dive Eden online shop.

Your Rights Under Australian Consumer Law (NSW)

Under the Australian Consumer Law, you are entitled to a refund, replacement or repair if a product is:

faulty
damaged
unsafe
significantly different from the description
not fit for purpose

These rights apply regardless of our change‑of‑mind policy.

If your item arrives damaged or faulty, please contact us within 7 days with your order number and photos so we can arrange a replacement or refund at no cost to you.

Change‑of‑Mind Returns

We accept change‑of‑mind returns on unused, unopened items in their original condition and packaging.

To be eligible:

the item must be unused and in original packaging
all tags and labels must be intact
the return request must be made within 14 days of receiving your order

After confirming that your item meets the eligibility criteria above, please email us at diveeden@gmail.com to initiate your return. We’ll provide the return address and instructions once your request is approved.

Return postage for change‑of‑mind returns is the responsibility of the customer.

Refunds

To request a refund, please first confirm that your item meets the criteria above, then email us at diveeden@gmail.com to initiate the return. We’ll provide the return address and instructions once your request is approved.

Refunds are issued once the returned item has been received and inspected.

Approved refunds are processed back to your original payment method.

Please allow 3–5 business days for your bank or payment provider to complete the refund.

Exchanges

After confirming eligibility, please email us at diveeden@gmail.com to initiate your exchange (e.g., for a different size). We’ll provide the return instructions and next steps.

Once we receive the original item in acceptable condition, we can ship the replacement.

Postage for exchanges is covered by the customer.

Items That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns on:

snorkels
mouthpieces
masks that have been used
any item showing signs of wear, water exposure, or damage

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