RETURN AND REFUND POLICY

Last updated: 8 September 2026

At Dive360, we want you to be happy with your purchase. This policy explains our change-of-mind returns process and your rights when a product is faulty, damaged, incorrectly supplied or otherwise does not meet New Zealand consumer guarantees.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 (CGA) or other applicable New Zealand consumer law.

Change-of-mind returns

Dive360 offers a 30-day change-of-mind return period.

You have 30 days from the date you receive your item to request a change-of-mind return.

To be eligible for a change-of-mind return, the item must generally be:

• unused and unworn;

• in the same condition in which you received it;

• complete with tags, manuals, accessories and other supplied components;

• in its original packaging where reasonably possible; and

• accompanied by proof of purchase.

To request a return, contact us at hello@dive360.co.nz before sending the item back.

Approved returns should be sent to:

Dive360
50 Cross Road
Tauranga 3110
New Zealand

Items returned without contacting us first may take longer to process.

Return freight for change-of-mind returns

The customer is responsible for the cost of returning an item where the return is because of a change of mind, incorrect size selection or another reason that is not the result of a fault or error by Dive360.

We recommend using a tracked delivery service when returning higher-value products. Dive360 is not responsible for a change-of-mind return that is lost before it reaches us.

This does not apply where the product is faulty, damaged, incorrectly supplied or otherwise does not comply with your rights under New Zealand consumer law.

Products not eligible for change-of-mind returns

For hygiene, safety or resale reasons, we may not accept a change-of-mind return for certain products once they have been opened, used, fitted or otherwise made unsuitable for resale.

This may include:

• mouthpieces and replacement mouthpieces;

• snorkels or products incorporating a mouthpiece that have been used;

• personal or hygiene-related products once opened or used;

• products that have been used in the water where their condition prevents resale as new;

• custom-made, personalised or specially ordered products;

• gift cards; and

• clearance or final-sale products where they were clearly identified as such before purchase.

These exclusions apply only to change-of-mind returns.

They do not limit your rights where a product is faulty, unsafe, incorrectly described, incorrectly supplied or otherwise fails to meet a guarantee under the Consumer Guarantees Act.

Sale and clearance products

Sale or clearance products may not be eligible for a change-of-mind return where this is clearly stated before purchase.

However, sale or clearance status does not remove your rights under the Consumer Guarantees Act.

Faulty, damaged or incorrect products

Please inspect your order when it arrives.

If an item is faulty, damaged in transit, incorrectly supplied or otherwise does not meet the guarantees applying under New Zealand consumer law, please contact us as soon as reasonably practicable at hello@dive360.co.nz.

Please include, where practical:

• your order number;

• a description of the problem; and

• photographs or video that may help us understand the issue.

Under the Consumer Guarantees Act, products must meet statutory guarantees including acceptable quality, safety, durability, fitness for purpose and correspondence with description where applicable.

Depending on the nature and seriousness of the problem, remedies may include repair, replacement, refund or compensation as provided by law.

Where a failure can be remedied, Dive360 may choose an appropriate remedy as permitted under the CGA.

Where a failure is substantial, or cannot be remedied within a reasonable time, you may have additional rights including the right to reject the product and request a replacement or refund as provided by the CGA.

A manufacturer's warranty is additional to, and does not replace, your rights against Dive360 under the Consumer Guarantees Act.

Returning faulty products

If a faulty product can reasonably be returned to us, we may ask you to return it so that we can assess the issue.

Where returning a faulty product would be particularly expensive or difficult because of the nature of the product or fault, Dive360 will meet its obligations under the Consumer Guarantees Act.

Reasonable return costs associated with a valid consumer guarantee claim will be handled in accordance with our legal obligations.

Exchanges

If you would like to exchange an item because you have changed your mind, please contact us.

Depending on stock availability, the simplest process may be to return the original product and place a new order for the replacement.

Your statutory rights for faulty or non-compliant goods are separate from our change-of-mind exchange process.

Refunds

Once we have received and assessed an approved return, we will let you know whether it qualifies for a refund under this policy or applicable law.

Approved refunds will normally be made to the original payment method.

We aim to process approved refunds promptly. Your bank or payment provider may require additional time before the refund appears in your account.

If more than 15 business days have passed since we confirmed that your refund has been processed, please contact us at hello@dive360.co.nz.

Cancelling an order

If you wish to cancel an order, please contact us as soon as possible.

We will try to accommodate cancellation requests but may not be able to cancel an order once it has been processed, packed or dispatched.

This does not affect any rights you may have under New Zealand consumer law.

Contact us

Tango Lima Limited, trading as Dive360
NZBN 9429046325273
50 Cross Road
Tauranga 3110
New Zealand

Email: hello@dive360.co.nz
Phone: +64 7 578 4050