Refund policy

Returns and refunds policy

This policy applies to every order, whatever the delivery country. What changes for orders shipped outside the European Union is set out in its own section.

30-day returns

You have 30 days from receiving your order to request a return of any non-personalised product. The item must be unused, in the condition you received it and in its original packaging. Sale items can be returned like any other.

To start a return, email refunds@divenerds.com with your order number. We will send you the instructions; parcels returned without a prior request are not accepted. The return address is: Carrer Sant Isidre 25, 17410 Les Mallorquines (Sils), Girona, Spain.

14-day right of withdrawal

In addition, as a consumer you may withdraw from the purchase within 14 calendar days of receiving it, without giving a reason. The model withdrawal form is in the Terms and conditions. If you return the whole order within this period, we also refund the original shipping up to the cost of the standard rate.

Personalised products

Products with your text are made to your specifications. Under Directive (EU) 2011/83 and article 103(c) of the Spanish Consumer Protection Act, they are excluded from the right of withdrawal and cannot be returned for a change of mind, except in case of a manufacturing defect. Each personalised product page says so clearly.

Return shipping

Return shipping is at your cost, unless the item is defective or not what you ordered. We recommend a tracked service: until we receive the parcel, it remains the sender's responsibility.

Damage, defects and legal guarantee

Check your order on arrival and email refunds@divenerds.com with photos if anything is damaged, defective or wrong. Every product, personalised or not, carries a 3-year legal guarantee of conformity from delivery: you are entitled to repair or replacement and, where that is not possible, to a price reduction or a refund, at no cost to you. This guarantee is separate from returns and is not limited by this policy.

Refunds

Once we have received and checked your return, we will confirm the refund. It is made to your original payment method, in the currency you paid in, within 14 days of receiving the item. Your bank may take a few more days to show it. If you do not see it within 15 working days of our confirmation, email us.

Orders outside the European Union (Switzerland, Norway and Mexico)

  • The same 30-day and 14-day periods described above apply.
  • Return shipping is at your cost. On the customs declaration, state that the parcel is returned goods, so it is not charged import taxes on arrival in Spain.
  • Import taxes, duties and fees you paid on delivery are collected by your country's customs, not by DiveNerds, so we cannot refund them. In some countries you can reclaim them from customs.
  • If an item arrives defective, damaged or wrong, send us photos: we send a new one or refund you without you having to send it back.
  • Refunds are made in the currency you paid in; exchange differences applied by your bank are outside our control.

Exceptions

Gift cards cannot be returned.

Exchanges

The quickest way to exchange an item is to return it and place a new order for the one you want.

Contact

For any question about returns, email refunds@divenerds.com.