Customer Satisfaction & Policies

We’re confident you’ll be happy with your purchase from Totally Immersed Watersports.

Still, it’s important to know our policies in case something goes wrong. Please read the following before placing your order, and contact us if you have any questions.

Warranty & Consumer Guarantees

Under Australian Consumer Law, you are entitled to:

• A replacement or refund for a major failure, plus compensation for any other reasonably foreseeable loss or damage.

• A repair or replacement of goods that fail to meet acceptable quality standards and the failure is not major.

Products may also carry manufacturer guarantees or warranties that cannot be excluded under law.

We will facilitate any warranty claims for products purchased from us, in line with Australian Consumer Law, relevant state legislation, and manufacturer guidelines.

Making a Warranty Claim

We aim to make the warranty process smooth and hassle-free.

If you experience an issue that may be covered under warranty:

1. Contact us immediately.

2. Be prepared to provide details, such as photos, and assist in returning the item for inspection or repair.

We will reimburse or cover the cost of freight on warranty returns & replacements where it's reasonable to do so in accordance with our obligations as a seller under Australian Consumer Law.

All claims will be acknowledged within 7 days.

Goods Damaged or Lost in Transit

Orders are shipped via common carriers and are uninsured. While we are not responsible for loss or damage in transit, we will help you follow up with the carrier.

Please check your order on arrival and notify us immediately if it is damaged or missing.

Incorrectly Supplied Goods

If you receive the wrong item or an item is missing, please contact us via email immediately.

We will review and respond within 7 days.

Change of Mind or Incorrectly Ordered Goods

If you’ve ordered the wrong item or no longer want your purchase:

• Contact us first for return approval.

• Refunds will be for the item cost, less freight charges. If the original order had free freight, a $20 fee may be deducted.

• Returns must be made within 14 days, in “as new” condition, with original undamaged packaging.

• Include your name and original order/invoice number with the return.

We cannot accept returns for sale items, gift cards, or custom orders.

Refunds

Once we receive and inspect your return, we will notify you of approval. Approved refunds will be processed to your original payment method.

Please allow up to 30 days for processing (banks and card providers may take additional time).

If returning by mail, freight costs are your responsibility. We recommend insuring the item against damage or loss in transit.

Returns Procedure

1. Obtain Approval First

   • All returns must be approved by Totally Immersed Watersports before being sent back. Please contact us to obtain return authorisation and instructions.

2. Return Options

   • In-Store – Bring the approved item and proof of purchase to our retail store.

   • By Mail – Send the approved item to our nominated return address.

3. Freight Costs & Insurance

   • For mailed returns, freight costs are the customer’s responsibility (unless otherwise agreed under warranty or consumer guarantees).

   • We recommend insuring the item to protect against loss or damage in transit.

4. Condition of Returned Goods

   • Items must be in "as new" condition, in original packaging, and include all accessories or documentation supplied with the product.

   • Returns that do not meet these conditions may be refused or subject to a restocking fee.

5. Refunds & Exchanges

   • Refunds will be processed after the item is received and inspected.

   • Exchanges can be arranged in-store or via a new order after the return is approved.

Exchanges

To get the correct item quickly, we suggest placing a new order after speaking with our team.

If you prefer to wait for your refund, we will process it once the returned item is inspected and approved, and you can then reorder.