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Return & Exchange Policy

Your satisfaction is our number one priority so we are here to help.

Damaged or faulty item

If you receive products that are damaged or faulty, please let us know within 7 calendar days from the day you received your product and we will organise a replacement for you once we receive the faulty return at our cost (subject to availability). We reserve the right to determine if a product is actually faulty. Please ensure that all original items including packaging and manual, etc are returned. It is your responsibility to ensure that goods are well packed so it doesn’t get damaged upon return transit.

Order Changes and Cancellations

Order changes or cancellations can only be accepted if your order has not already been dispatched. You may cancel or make changes to your order by email order@aquagear.com.au.

We as a seller may decline or cancel any orders that are caused by errors on our website, even if the order has been confirmed and a credit card has been charged. If your credit card is charged for the purchase and we cancel the order, we will notify you and refund the full amount paid by you.

Return on a change of mind

You have 7 calendar days to return an item from the day you received it. Return on a change of mind will incur a restocking fee of 25%. To be eligible for a return, your item must be in below conditions:

  • Must be unwashed, unused and in its original condition/packaging.
  • For AquaMask, clearing film on the mask must not be removed.
  • Your item must be returned with the receipt or proof of purchase and a manual, etc.

You will be responsible for paying for your shipping costs for returning your item. Initial shipping costs are non-refundable so the refund amount = total amount paid – (initial shipping fee + a restocking fee of 25%).

Once we receive your item, we will inspect it and notify you that we have received your returned item. If your return is approved, we will process the refund using the original tender type. EFTPOS/Credit Card refunds must be processed against the original card details (the exact card used to make the original purchase).

Exchange

In case a product doesn’t fit, you have 7 calendar days from the day you received the product to request for an exchange. To be eligible for an exchange, your item must be in below conditions:

  • Must be unwashed, unused and in its original condition/packaging.
  • For AquaMask, clearing film on the mask must not be removed.
  • Your item must be returned with the receipt or proof of purchase and a manual, etc.

You will be responsible for paying your shipping costs for sending your item back to us and for us to resend the item back to you so we recommend you to check and confirm your size from our size chart before making a purchase.

If your exchange is approved, we will dispatch the item as soon as we can for you.

Shipping

AquaGear Australia is not liable for the loss and damage of an item being returned so we recommend that the return product is well packed and you use a registered mail.

Contact Us

For any further assistance regarding any of the issues above, please contact order@aquagear.com.au.

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