scubadivingshop.co.uk customer service guarantee
The Professional Staff and Management of scubadivingshop.co.uk are committed to providing every Customer with the very finest Dive Equipment, Dive Education, and Dive Travel, all with unequalled personal service!
We are here to help you make informed decisions that enable you to attain your personal diving goals while meeting your personal financial needs. We have safe, high quality diving equipment in all price ranges. We guarantee our service, our equipment, and our prices. You can shop with confidence at scubadivingshop.co.uk!
Your Satisfaction is guaranteed!!!
Price match offer
We won’t be beaten on price with our price match offer!
(Terms and conditions)
- You must provide information about the website making the offer.
- They must be an authorised dealer and have the item/s in stock.
- We match the delivered price, like for like and size for size.
- They must be a UK based company.
- We cannot price match retrospectively.
- Cylinders are excluded from our price match offer.
E-mail us information on where you saw any product cheaper! we will then update our price within the hour and all with the same unbeatable sevice we offer every customer!
Returns policy
scubadivingshop.co.uk 30/60/90 Day Return Program
The "Best Return Program" in the UK! (until copied by others)
scubadivingshop.co.uk has done it again! We listened to our customers and understand how important it is for you to be completely satisfied with your purchase. Therefore, we are offering the most comprehensive return program in the UK! Check it out below and let us know how we can keep you happy! Remember, all returns must include an RMA Form (Return Merchandise Authorisation Form) which can be obtained by contacting customercare@diveline.co.uk or can be downloaded here RMA Form.
30 Day New Returns
scubadivingshop.co.uk will accept merchandise for a full refund, exchange or credit note (less postage charges) if returned prior to use and in brand new, unused and re-saleable condition within 30 days of the original sale.
60 Day New Returns
scubadivingshop.co.uk will gladly issue a credit note or exchange goods for your brand new, unused and re-saleable merchandise for another colour, size, style within 60 days of the original sale (Be sure to contact us for the exchange product availability). Please be sure to note clearly colour, size, or product exchange details. (scubadivingshop.co.uk hasn't yet mastered mind reading!) a 20% handling fee will apply.
90 Day New Returns
Did you miss scubadivingshop.co.uk 30 and 60 Day deadline? No problem – scubadivingshop.co.uk is still willing to work with you. We will offer a credit note or exchanges for merchandise returned in brand new, unused and re-saleable condition within 90 days of the original sale. A 30% handling fee will apply.
90 Day Used Returns
If your merchandise has been used or is otherwise not in new re-saleable condition, scubadivingshop.co.uk will still accept your merchandise for up to 90 Days for exchange or a credit note. (Wow this is unheard of!!!) Once your merchandise arrives at our returns centre, will inspect it and offer you a credit note value from 0% to 75% of the original purchase price based on saleable condition.
All new returns and exchanges MUST adhere to the following rules:
- All original manufacturer packaging must be included.
- Merchandise must be received in NEW and UNUSED condition.
- Merchandise must be received at the address specified on the RMA Form within the 30/60/90 days as specified above.
A 30% minimum restocking fee will be incurred on new return items that meet one or more of the following conditions:
- Product is not re-saleable as new
- Original packaging and/or warranty information missing.
- RMA Form not included with returned merchandise.
- Products damaged due to poor packaging.
- Orders returned as undeliverable, refused or unclaimed.
- Items designated as special order.
E-mail customercare@diveline.co.uk your return request and we will reply with an RMA Form which has the return merchandise address on it or download it here RMA Form.
Postage fees for returns
scubadivingshop.co.uk has a very straight forward plan here; you pay the shipping to us and back to you. scubadivingshop.co.uk at its discretion may pay to return your merchandise back to you. (International and Rush requests are available and WILL incur additional charges and will only be shipped using a signed for service).
Please note that postage charges cannot be refunded in any circumstance. scubadivingshop.co.uk understands that it is hard to just "lose" the money you spent for shipping and that some of his customers will be angry about this program. scubadivingshop.co.uk asks that you consider the process of shopping traditionally in your local shop’s for a moment. Now we all know that our time is valuable, petrol is expensive, and miles on your car aren't free! Now think about the validity and the response you would get if you were to exchange or return merchandise at any one of your local shops and you asked that your time, mileage, and your petrol expense be refunded too. In the e-commerce world, the postage expenses that you pay are far less than the value of your time running around trying to find what you want, much less, the mileage and petrol expense you incur. In addition, most of the time you are getting the merchandise at a much better price than you can locally and your selection is larger.
Credit notes will expire after six months (based on the day your return is processed in our system). Our system will notify you by E-mail stating the date of return (make sure you check your spam/bulk mail for our communications as we are sometimes blocked!!)
There are no returns on items designated "sale items” or on items ordered as a “special order”
If you have a special circumstance, scubadivingshop.co.uk are always willing to work with you.
Please E-mail us with any concerns not covered above at: customercare@diveline.co.uk
“This does not affect your statutory rights”
Affiliate sales
All sales on this site when web linked from any of our affiliates are sold under the terms and conditions of scubadivingshop.co.uk, we are the vendor of your purchase and all manufacturer guarantee are deemed to be with us and not the affiliate company.
This in no way infers that the affiliate is an authorised dealer for your product.
We are authorised dealers for all products sold on our site.
Our delivery costs
The delivery charge is automatically added to your order and you will see the total amount you have to pay before you confirm the order. Unfortunately we have to charge carriage on most items but we attempt to keep it to a minimum and believe our charges are some of the lowest in the industry.
You also have the option to select Guaranteed next day delivery (not weekends) for an additional £5.00, all orders for next day delivery must be placed before 3pm or they will be dispatched the next working day (Subject to change by FedEx which is beyond our control).
Alternative delivery address
If you wish to use an alternative delivery address which is not the card holders address you must notify your bank before we send the items, this is so the address is authorised for the delivery by your bank, failure to do this will mean we will ship to the verified card holders address only, this may also incur an additional £3 fee due to the address verification check.
Non EU destinations
A charge of £30.00 per consignment will be levied for Non EU Destinations by our carriers, this will appear on your invoice as an additional item.
Please note: we are unable to ship Apeks equipment outside the EU.
Damaged packaging
If your order arrives with damaged packaging you should note this on the drivers paperwork when signing for the delivery, failure to do so will leave you with no way to receive compensation for any damage to the contents of the package from us or the delivery company.
Shortages in your order or damaged goods
If you find that your order has any items missing or damaged you must notify us the same day so that we can persue this with the carriers, failure to do so will absolve us of any liability whatsoever.
Tax charges (VAT)
All the prices shown in our store include VAT.
If you are ordering from outside the EU you do not have to pay VAT. This will be subtracted automatically at the checkout.
Please note that if the delivery address given on an order is outside of the EU an import tax may be payable upon receipt of the goods. The amount payable depends on the destination and may be subject to change. These payments are the responsibility of the customer and we accept no liability for any payments which may be due.
What forms of payment do you accept?
We accept all major forms of payment: Personal Cheques (with card), Visa, Master card, American Express, solo, maestro. (Orders paid by Cheque will be held for 10 business days for clearing)
We will not charge your card for any goods until they are ready for despatch unless they are designated as special order items or we have told you in the product discription that we will charge you in advance.
Credit card security
We have never had a case of credit card fraud using our shopping system. All credit card numbers are encrypted when the order is placed using 128 bit encryption and they are only decrypted after they reach us.
What if my credit card is declined?
If your credit or debit card is declined we will make every effort to contact you to resolve the problem, however we will charge a £5.00 admin fee for this service. If we cannot contact you we will have to cancel the order on our system, you will then have to reorder the products again at the current prices (please check your card details are correct before completing checkout.
Credit card security checks
From time to time we have to check that credit card details match with your name and address, this only happens on a small percentage of orders! but as with everything the banks do there is a charge, this is currently £3.00 which unfortunatly will be added to those orders requiring such a check.
We are sorry for this if it affects you but we try to offer the best prices and can only do so by passing certain costs to you the customer.
Cancelling orders
If you wish to cancel an order you have placed on our ordering system you must notify us in writing by email via customercare@diveline.co.uk prior to dispatch, once the order has been dispatched you will need to return the order using our returns policy listed above.
(Please read the full returns policy prior to sending)
Does everything you sell come with a full manufacturer guarantee?
Yes they do! As an authorised dealer we offer a full manufacturers guarantee on all products we sell. Beware: Some online discount shops can’t offer a full manufacturers warranty on some brands of equipment because they are not authorised dealers.
We do not sell grey imports!
What if an item develops a fault within the guarantee period?
Please return the item to us using an RMA form stating that it is a guarantee claim and put your order number as the RMA number, or alternitively if you are in a hurry to use your product again you can return it directly to the manufacturer who will repair or replace it for you.
Please see "Postage Fees for Returns" above for further information
I’m looking for a particular item.
I see that you have some of the manufacturer’s stuff. Why don’t you carry all of the products of a certain manufacturer?
Good Question! And one that sets us apart from other sellers. But I’ve got a question for you to consider: Do you think every product a scuba manufacturer makes is a great product? The answer is simple: No. Think about this, do you think every car that Ford or Mitsubishi makes is a great car? Of course not. So we take quite a different approach at scubadivingshop.co.uk: Carry the products that offer the most for the money and don’t carry the junk!
Colours and pictures
All pictures of products on the site are for illustration purposes only and may not be a true representation of the colour the product is available in, if in doubt you should read all of the description text or contact us prior to ordering.
What if I need to change my course date or cancel it?
We charge a 20% rebooking fee for all courses that you wish to reschedule or cancel, this is due to the fact that we stop taking bookings when a course is full and have to pay staff regardless of customers not turning up!
The sale of knives!
(Under the Offensive Weapons Act 1996 we cannot sell knives to anyone under the age of 16. In order to ensure compliance, we only deliver knives to the same address as the cardholder)
Note: Due to new security regulations we are no longer able to send knives overseas, this includes Northern Ireland, Channel Islands, and BFPO addresses.
We appreciate your friendship, loyalty and support and we also appreciate your business!
E&OE