Returns, Refunds and Exchanges Policies

These are Policies, Terms and Conditions for Returns, Refunds & Exchanges on items purchased from Total Diving. They are part of the Terms and Conditions of Sale.


Total Diving Returns, Refunds & Exchanges Policies

Equipment Sales

Services

 

All refunds, returns and exchanges must be approved by a Total Diving manager.  If a refund is granted, it must be issued using the same (identical) payment method (a specific credit card, for instance) as was used for the purchase. In this case, please allow 1 to 2 statement cycles for the refund to appear on your credit card.

If you are eligible for a credit on your account instead of a refund, you will see your credit balance in "My Account".

 
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Our Goal

Our goal is two-fold.

First, we realize that despite all of your and our best intentions, you might buy gear, like a BCD, that just doesn't fit you. Since we want you to enjoy your water sport adventures to the max, we’ll do our best to get you equipped with gear that is both safe and comfortable. Our return policy lets you return and exchange gear until we get the right fit for you.

Second, you might be new to the sport of scuba diving, snorkeling or whatever water sport you’ve decided to pursue. You want to start enjoying your sport with your own gear but you don’t yet really know much about it. Although we can put our years of experience to good use helping you choose the right gear, there’s still a risk that what you think is the best choice today turns out not to be in a few months. For instance, as a scuba diver, after you've made your purchase, you might figure out more precisely what type of diving you really want to do or change your assessment of your own physical abilities, and then realize that you need a higher performance regulator or pair of fins.

At Total Diving, we’ve designed a return and exchange policy second to none in the industry: it grows with you!

 
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The First 60 Days

Inspect the equipment when it arrives. If you’re not fully satisfied, you can return it for a credit, less shipping charges.

If the returned item arrives back in our hands in “new condition” (as defined below), we'll issue a credit on your account for an amount equal to 100% of what you paid us for the item, less shipping charges. You can use that credit for any future purchases at Total Diving.

If the item is not in new condition but is almost in new condition, we’ll offer you up to a 75% credit, less shipping charges, that you can use for any other purchases at Total Diving.

Otherwise, if the returned item is not either in new condition or almost new condition, your return may be covered either as a "damaged in shipment" situation or under the "trade in" program.

 
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60-360 Days

After 60 days, you’ve most likely used your gear. Suppose you’ve gained experience and, now, you realize that you need or want something else… No problem! We’ve been through that process ourselves when we started scuba diving and we’ll help you with our "trade in / trade up" program.

 
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Definition of "New Condition"

For an item to be considered to be in "new condition" for the purposes of a return, refund or exchange, you must never have used it – not even in your shower!

You also need to ship the item back to us together with all of the original manufacturer's packaging and all components, accessories and manuals as well as the blank warranty card.

These are important elements. For instance, once a warranty card has been filled in, we no longer can use it for another client. In that case, the item can only be sold as second-hand without the manufacturer's warranty coverage extended to new items.

 
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Definition of "Less Shipping Charges"

We never refund shipping charges, only the amount you paid to Total Diving for the purchase price of the item itself. "Less shipping charges" means that any shipping charges you originally paid will be excluded from the amount of your refund or credit.
                                                                                           
Furthermore, if an order which was originally shipped under our free shipping offer is returned, or an item within that order is returned, the amount of the standard shipping charge that, but for the free shipping offer, would have been applicable to the original order will be deducted from the refunded or credited amount.

 
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Items That Cannot Be Returned

Unfortunately, yes, we have to insist on this limitation!

Books, CDs, DVDs and video tapes may not be returned due to copyright laws and how easy it is nowadays to make illegal copies in less time than it takes me to get out of my wetsuit.

Bathing suits, drysuit underwear, wetsuits and dry suits are items of personal hygiene, and Total Diving's policy is that it will not accept returns or exchanges on these items.

Items that we don't usually keep in stock and that we order specifically for you (we call these "Customer Special Orders" or "CSOs") are final, non-cancelable and non-refundable sales; and, therefore, cannot be returned.

 
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The Process

First, open a new request product return ticket directly from within your My Account, and include the following information:

  • Name of the item you want to send back to us (e.g. regulator Legend LX Supreme);
  • The SKU number of that item (you’ll find that information in your past invoices from within your My Account);
  • The invoice number for your purchase;
  • A general description of the condition the item is in;
  • The reason for the return (we are just curious and always want to improve our product offering);
  • What other item(s) you want to purchase in exchange (or whether you want a credit on your account).

We will contact you and, if the return or exchange is approved, we'll provide you with a return merchandise authorization (RMA) number. Once you have received the RMA number from us, you must:

  • Pack the item(s) securely, making sure to include with the item all available original manufacturer packaging with all components, accessories, manuals and warranty card.
  • Send the package to: Total Diving, RMA # _____ , 6356 Sherbrooke St. West, Montreal, QC, Canada H4B 1M9
  • Ensure that you refer to your RMA number as indicated above.
  • Send your package by Canada Post or UPS, with insurance and tracking number (and keep a record of this information for yourself).
  • Then, go into your My Account and update your return ticket to let us know the tracking number of the package you've shipped to us.

You are responsible for proof of delivery on all returns. We recommend that you use UPS with insurance. Please understand that you are responsible for the cost of shipping the merchandise back to us.

For shipments sent from outside Canada, you must clearly indicate on the packaging that it is merchandise being returned to sender and that you are responsible for all shipping, duties and custom brokerage costs.

 
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Training Courses

Up to 14 days before the start of your course, you can reschedule at no charge, or obtain a refund less an administrative fee of $95 plus applicable taxes.

During the last 14 days before the start of your course, you can reschedule or cancel your registration, but, in both cases, you will be charged an administrative fee of $95 plus applicable taxes.

However, if you ask for a refund in the last 48 hours before the start of the course, or if you are registered for a course and do not show up for it (you are a "no show"), you will not be entitled to a refund.

No refund is available on any course obtained using a gift certificate.

 
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Local "Drive To" Dive Adventures

100% refundable up to 30 days before the dive outing.

Otherwise, you will be entitled to a refund, or possibly a partial refund, only if we succeed in re-selling your spot to somebody else after we've sold all other spots still available on that event.

 
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Exotic "Fly Away" Dive Adventures

The initial minimum deposit which is considered a scuba diving consulting fee is non-refundable.

Amounts paid in addition to the minimum deposit are refundable up to the final payment date. No refund is available after the final payment due date.

However, if you cancel after the final payment due date, you will be entitled to a total or partial refund, as the case may be, if a change of name is allowed and we succeed in re-selling your spot to somebody else after we've sold all other spots still available on that dive event.

Please purchase travel insurance covering travel cancellation from the travel agent actually selling the trip. The name of the travel agent is listed on the dive adventure information flyer.

 
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Rental Gear

Rental gear reservation deposits are refundable up to 14 days before the scheduled pick-up date. Between 14 and 7 days before the scheduled pick-up date, a refund can be issued by a Total Diving manager, less a $95 administrative fee plus taxes. No refund in the last 7 days.

No refund is available for unused rental gear, not even in the case of unused cylinders which are returned to us full of air.

 
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