At NEX Underwater Products, we are committed to providing you with the highest quality scuba diving equipment and ensuring your satisfaction. We understand that sometimes a product may not be exactly what you expected, or you may need a different size. Please read our return policy carefully to understand the terms and conditions.

General Return Period:

You may return most new, unused items in their original packaging within 30 days of the original purchase date for a full refund or exchange. Please note that there is a 5% restocking fee.

How to Initiate a Return:

1. For Online Purchases (from NEXdive.com):
   • Please contact our Customer Service team at sales@nexdive.com or 831-747-1606 to request an RMA.
   • Once your RMA is approved, you will receive instructions on how and where to send your return. Clearly write the RMA number on the outside of the package.
   • You are responsible for return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance.

1. For In-Store Purchases:

• Please bring the item(s) you wish to return, along with your original receipt to the authorized dealer during business hours.
• The staff will assist you with the return or exchange process.

Conditions for Return & Exchange:

To be eligible for a refund or exchange, items must meet the following conditions:

• New & Unused Condition: The item(s) must be in pristine, resellable condition, free from any signs of wear, use, dirt, or damage.
• Original Packaging: All original product packaging, including boxes, bags, tags, manuals, and accessories, must be intact and included.
• Proof of Purchase: A valid receipt or order confirmation is required for all returns and exchanges.

Non-Returnable Items & Exceptions:

Certain items are excluded from our general return policy due to hygiene, safety, or their nature:

• Custom-Ordered or Personalized Items: Products that have been custom-ordered, engraved, or personalized cannot be returned unless there is a manufacturing error. We would prefer to fix any issue rather than have a return.
• Final Sale / Clearance Items: Items marked as “Final Sale,” “Clearance,” or similar cannot be returned or exchanged unless defective.

Defective or Incorrect Items:

If you received a defective product, an incorrect item, or if an item was damaged during shipping:

• Please contact our Customer Service team immediately at sales@nexdive.com or 831-747-1606 within 7 days of receiving the item.
• Provide your order number, a description of the issue, and, if possible, clear photos of the defect or damage.
• We will provide instructions for returning the item and will cover the return shipping costs for confirmed defects or errors on our part.
• Once the defective or incorrect item is received and inspected, we will promptly send a replacement or issue a full refund, including original shipping costs if applicable.

Refund Processing:

• Once your return is received and inspected, we will send you an email notification confirming the status of your refund.
• If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days, depending on your bank or credit card company’s processing times.
• Original shipping charges are non-refundable unless the return is due to our error.

Exchanges:

• If you wish to exchange an item for a different size, color, or model, please follow the return process to send back the original item for a refund, and then place a new order for the desired item. This ensures the fastest processing of your exchange.
• For in-store exchanges, simply bring the item and receipt to our store.

Warranty Claims:

• This return policy covers standard returns and exchanges. For issues related to manufacturing defects that appear after use or outside the return window, please refer to our Warranty Policy in the Owner’s Manual.

Questions?

If you have any questions about our return policy or need assistance with a return, please do not hesitate to contact our friendly Customer Service team:

• Email: sales@nexdive.com
• Phone: 831-747-1606
• Business Hours: Monday – Friday, 9:00 AM – 6:00 PM PDT

Thank you for choosing NEX Underwater Products for your scuba diving equipment needs!