REFUND & RETURNS
Rob Torelli Diving - REFUNDS AND RETURNS
Thank you for supporting Rob Torelli Diving! We are here to assist you, so if you have any questions not addressed on this page, please feel free to reach out to us via email at hello@robtorellidiving.com.
Our Refund, Return, and Exchange Policy adhere to the guidelines set forth by Australian Consumer Law.
WHEN CAN I RECEIVE A REFUND FOR MY ORDER?
When you shop with Rob Torelli Diving, you can have peace of mind knowing that our products are covered by a 99-Day Returns Policy. If, for any reason at all, you are not satisfied with your purchase, you can return it in its original condition, and we will issue a refund for your order.
In case you encounter any problems with your product, please contact us, and we'll be glad to provide a replacement.
For all return and refund requests paid via PayPal or AfterPay, there will be an additional fee based on the payment processing service used for your order, as outlined below:
Paypal - 2.6% of sale + $0.30 Transaction Fee
Afterpay - 6.8% of sale + $0.30 Transaction Fee
Please note that the customer is responsible for covering the shipping fee for returns and refunds. We accept returns only by mail.
REFUNDS & EXCHANGES FOR DAMAGED ITEMS
To qualify for a refund or exchange due to damage, you must first email us at hello@robtorellidiving.com within 30 days of receiving your order. Please include pictures and video evidence of the damaged items in your email. Once we receive the necessary information, we will send out a replacement if available. If a replacement is not available, we will issue a full refund.
To be eligible for the refund or replacement, we require a video that supports the reported issue. Our defective order department will review the video, and we'll proceed with the replacement or refund.
In the unlikely event that your item was received damaged or faulty, please email us at hello@robtorellidiving.com with the following details:
Original email/name used when purchasing
Proof of purchase (order number)
Detailed description of the "fault" and "damage" of the item
Video evidence of the fault/defect of the product
RETURNS
Every Rob Torelli Diving product (except those purchased during limited-time sales events) is covered by our 99-Day Returns Policy. If you are not satisfied with your purchase for any reason, you can return it in its original condition, and we will issue a refund for your order.
To be eligible for a return, the product(s) must be in their original packaging, along with all included accessories, in new condition, and must not be damaged in any way during the time that the item is in the customer's possession.
Additional non-returnable items:
Gift cards
All products purchased via limited-time sales events (birthday sale, etc.) are considered final and are not eligible for returns or exchanges.
REFUNDS
Once we receive and inspect your returned item, we will send you an email to notify you of its receipt and the approval or rejection of your refund.
If your refund is approved, it will be processed, and a credit will be applied to your credit card or original method of payment within a certain amount of days.
NEED TO RETURN A DAMAGED OR FAULTY ITEM?
We take great pride and care in packing our products to ensure they arrive in pristine condition. However, in the rare event of receiving an incorrect or damaged item, we apologize for any inconvenience caused. If this occurs, your item will be replaced or refunded upon receipt of the returned damaged goods.
Before returning any damaged or faulty items, please email hello@robtorellidiving.com with the following information:
Your full name
Details of the fault accompanied by an image of the damage or fault
Your order number
We will respond to your email as soon as possible with instructions, including the return address, on how to proceed.
All Exchanges/Refunds will be processed within 1-2 working days of receiving your returned item. For refunds, they will be made via the original purchase method once the item is received, inspected, and approved.
OTHER RETURN/EXCHANGE REQUESTS
If you have another reason for returning your item, please email hello@robtorellidiving.com and arrange to send the item within thirty (30) days of receiving your delivery, including the following information:
Your full name
Your order number
The reason for the return/exchange
Please note:
We do not offer returns or exchanges on SALE items. All sales are final.
Replacements are at the discretion of Rob Torelli Diving and will be considered on a case-by-case basis.
All returns and exchanges must be sent within 30 days of receiving the delivery.
If the refund is approved, all items must be returned unused, in their original packaging, in the same condition they were received, and with no visible signs of wear or use.
We will respond to your email within 1-2 business days.
Refunds are issued to your original purchase method only. Depending on your bank and original payment method, the actual refund may take up to ten (10) working days.
AfterPay applies their refund to the fourth instalment.
For exchanges, we will issue an online store credit for the value of the original purchase price of the returned item(s), excluding delivery charges.
Shipping costs to return your item(s) are your responsibility.
Paypal and Afterpay fees will be deducted from your refund total. Unfortunately, we are charged non-refundable fees from these merchant providers. The fees are as follows: Paypal - 2.6% of sale + $0.30 Transaction Fee; and Afterpay - 6.8% of sale + $0.30 Transaction Fee.
RETURN SHIPPING COST
In the event of faulty items, Rob Torelli Diving will refund your return shipping charges. Please email a photo of the Australia Post receipt containing the tracking number.
Please understand that if the package does not reach us, we will not be able to process the refund. Therefore, we recommend using standard pre-paid traceable satchels by Australia Post for guarantee. Please retain proof of postage until you have received confirmation that your return has been received. ***Please note that we only refund standard shipping charges; please do not return faulty items via alternative shipping methods or Express satchels.
LOST IN TRANSIT PARCELS?
In the unfortunate event that an item is lost in transit, please email us at hello@robtorellidiving.com, and we will investigate the circumstances. Once confirmed, a replacement item will be arranged.