Warranty, Returns, & Refunds
The chances are extraordinarily good that you'll be thoroughly satisfied with your purchase from us. It's a good idea for everyone, though, to have guidelines in place in case something happens. Please read through the policies below before placing your online orders and feel free to contact us if you have any concerns.
Warranty and Consumer Guarantees
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Products may come with manufacturers expressed or implied guarantees and warranties that cannot be excluded under Australian Consumer Law.
Totally Immersed Watersports will facilitate any warranty claims for products purchased as obligated under Australian Consumer Law and/or any other applicable state legislation, in conjunction with but not limited to, the manufacturers guidelines and warranties for such products transacted.
Raising a Warranty IssueSubmitting a warranty claim is easy and we will do everything we can to ensure your warranty is processed smoothly. We have great relationships with all our suppliers, and will work directly with you to ensure any warranty issues are rectified in a timely manner.
Please contact us immediately if you experience any issues with a product that may be covered under warranty or consumer guarantees. You may be asked to provide more details such as photo’s or to assist in returning the item for further inspection or repair. Totally Immersed Watersports will reimburse or cover the cost of freight on warranty returns & replacements where reasonable to do so in accordance with its obligations as a seller under Australian Consumer Law.
All warranty claims will be responded to within 7 days.
Goods Damaged or Lost in Transit
Goods are shipped via common carriers and are uninsured. Totally Immersed Watersports is not responsible for damage or loss in transit however we will assist to follow up with any claims.
Please inspect your order upon receipt and contact us immediately if the item has been damaged or lost in transit.
Goods Incorrectly Supplied
Please inspect your order upon receipt and contact us immediately via email to report an item that has been incorrectly supplied or is missing. We will assess and respond to your claim within 7 days.
Change of Mind or Incorrectly Ordered Goods
Should you receive a product and discover you’ve ordered the wrong item or you’ve simply changed your mind and don't wish to keep it, please contact us firstly to receive approval to return the item for exchange or refund. The cost of freight for Items returned under these circumstances is the responsibility of the customer. Should you opt for a refund only, the value refunded will be the cost of the item less any freight charges from the original order. If the item was originally shipped free freight, a nominal $20 freight fee may be deducted from the final refund. All goods returned for refund or exchange must be done within 14 days in “as new” condition and in original undamaged packaging. Please include written documentation with your return which states your name and the original order/invoice number relating to the item being returned.
Unfortunately, we cannot accept returns on sale items, gift cards or custom orders.
We will notify you once we’ve received and inspected your return, and let you know if the refund request is approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take additional time for your bank or credit card company to process the refund at their end.
The fastest way to ensure you get what you want is to reorder the correct item after speaking with a member of the team at Totally Immersed Watersports. If you would like to wait until your refund is processed that’s fine, once the returned item is inspected and approved, a refund will be issued and you can then make a separate purchase for the new item.