Effective Date: 1 January 2024
At Underwater Australasia Pty Ltd we are committed to ensuring your satisfaction with our products and services. This policy outlines your rights and our obligations regarding returns, refunds, and exchanges under Australian Consumer Law (ACL).
1. Your Rights Under Australian Consumer Law
Under the ACL, you are entitled to a refund, replacement, or repair if a product:
- Has a major fault or defect.
- Does not match its description or advertised features.
- Is unfit for its intended purpose.
These rights apply in addition to any manufacturer warranties.
2. Change of Mind Policy
We do not offer refunds or exchanges for change of mind purchases. Please choose carefully before completing your order.
3. Conditions for Returns
To be eligible for a return, the product must:
- Be in its original condition, with all accessories, manuals, and packaging intact.
- Be accompanied by proof of purchase (e.g., receipt or order confirmation).
Please note: Products damaged due to misuse or unauthorized repairs are not eligible for return.
4. Return Process
If you believe you are eligible for a return or refund, please follow these steps:
- 4.1. Contact Us: Email us at info@underwater.com.au with the following details:
- Your name and contact information.
- Order number and proof of purchase.
- Description of the issue and supporting evidence (photos or videos).
- 4.2. Assessment: Our team will assess your claim within 5 business days and provide instructions for returning the product, if applicable.
- 4.3. Return Shipping:
- If the product has a major fault, we will cover return shipping costs.
- For non-faulty returns (if accepted), you are responsible for shipping costs.
5. Refunds
Refunds will be processed using the original payment method within 5 business days of approval. Please allow additional time for your financial institution to process the refund.
6. Repairs and Replacements
If the issue is minor and repairable, we may offer a repair or replacement rather than a refund.
- Replacements are subject to stock availability.
- Repairs will be completed within a reasonable timeframe as per ACL guidelines.
7. Exclusions
The following items are not eligible for return or refund unless they have a major fault:
- Products damaged by misuse or improper handling.
- Products that have been altered or repaired by unauthorized parties.
- Clearance or sale items explicitly marked as "non-refundable."
8. Contact Information
If you have questions or wish to initiate a return or refund, please contact us:
- Email: info@underwater.com.au
- Phone: 02-66809410
- Postal Address: 10 Centennial Circuit, Byron Bay, NSW 2481