Refund policy
Right of Withdrawal
In accordance with European law, the Customer has a period of fourteen (14) calendar days from receipt of the product to exercise their right of withdrawal from Up'n'Dive, without having to justify any reason or pay any penalty, except, where applicable, for return shipping costs.
For an order comprising several products delivered separately, this period runs from receipt of the last product.
How to exercise this right
The Customer must inform Up'n'Dive of their decision to withdraw before the 14-day period expires, by means of an unambiguous statement, using one of the following two methods:
- the withdrawal button/form available directly on the website, in the footer, with no obligation to create an account or log in
- by email to contact@upndive.com, or by post, indicating the products to be returned
An acknowledgement of receipt of the withdrawal request will be sent to the Customer without delay on a durable medium (email).
Returning the product
The Customer has a period of fourteen (14) days from the date they communicate their decision to withdraw to return the product, unworn, unsoiled and unwashed, in its original packaging/pouch, together with all accessories and accompanying documents.
Return shipping costs: borne by the Customer.
Return address: 6 Avenue Jean Jaurès, 92240 MALAKOFF, FRANCE
The Customer is responsible for the shipment of the returned product until it is received by Up'n'Dive. It is strongly recommended that the product be shipped using a secure, insured shipping method, with proof of shipment retained, as the Customer remains liable for any damage to the product until it arrives at Up'n'Dive's premises.
The Customer is liable for any depreciation in the value of the product resulting from handling other than what is necessary to establish the nature, characteristics and proper functioning of the product. Up'n'Dive is entitled to charge the Customer for this depreciation on a pro-rata basis, after refunding the original purchase price.
Refund
Up'n'Dive will refund the full amount paid (including standard initial delivery costs), at no additional cost, within a maximum of fourteen (14) days from the date on which Up'n'Dive is informed of the Customer's decision to withdraw. This refund may be deferred until the goods have been received back.
The refund will be made by default using the same payment method used for the original order. The Customer may, if they wish, choose instead a store credit/voucher of equal value; in all cases, they retain the right to request a cash refund rather than the voucher.
Exceptions to the right of withdrawal
In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for:
- products made to the Customer's specifications or clearly personalized
- perishable products or products with a short shelf life
- products unsealed after delivery which, for hygiene or health protection reasons, cannot be returned (in particular mouthpieces, masks, or any equipment in direct contact with the face/skin delivered sealed and explicitly identified as such on the product page)
- downloadable digital products, including gift cards