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Create an accountReturns & exchanges
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
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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 GoalOur 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 DaysInspect 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. |
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60-360 DaysAfter 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. |
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Items That Cannot Be ReturnedUnfortunately, 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 ProcessFirst, open a new request product return ticket directly from within your My Account, and include the following information:
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:
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 CoursesUp 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 Adventures100% 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 AdventuresThe 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 GearRental 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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