A purchase is considered a Consumer purchase when an individual buys products for personal purposes rather than as part of a commercial or professional activity. The classification therefore depends on the nature of the purchase and not simply on the type of product being purchased.

Yes. Prices intended for Consumer customers are shown inclusive of VAT. If, due to a particular configuration or type of product, the displayed price requires additional tax clarification, this information will be clearly provided before purchase.

Where the right of withdrawal under applicable EU distance-selling rules applies, Consumers may notify us of their decision to withdraw within 14 days of delivery, subject to the exceptions provided by law. Before returning a product, you must follow the procedure set out in our Returns & Refunds policy and request return authorization where required.

No. The right of withdrawal is subject to certain legal exceptions. For example, restrictions may apply to products made or ordered to the customer’s specifications and to other categories excluded under applicable law. Full conditions are available in our Returns & Refunds policy.

Submit a ticket through the Customer Support Hub and select Return Authorization Request. Provide your order number, the product concerned and the reason for your request. We will provide the information you need to proceed correctly.

It depends on the reason for the return. Where you are simply exercising your right of withdrawal, the direct cost of returning the goods may be your responsibility, as explained in our applicable terms. If the product is incorrect, damaged or non-conforming, return costs will be handled according to the nature of the issue and your rights under applicable law.

Contact us through the Customer Support Hub as soon as possible, provide your order number and describe the issue. Where useful, include photographs of the product and its packaging. This helps us assess what happened more quickly and advise you on how to proceed.

Submit a support request with your order number and details of the product you received. Once we have reviewed the situation, we will provide the appropriate return instructions and arrange a replacement or other applicable solution, without affecting your statutory Consumer rights.

Do not continue using the product if the defect could affect its safety. Contact Pitstop Divers through the Customer Support Hub and provide your order number, a description of the problem and, where possible, photographs or other useful information. We will assess the request based on the product, the nature of the issue and the applicable warranty and Consumer rights.

Yes, where applicable. Purchases made by Consumers within the European Union benefit from the protections provided by applicable law concerning the conformity of goods. Any commercial warranty offered by the manufacturer is additional to your statutory rights and does not replace them.

No. A warranty does not provide cover against every type of damage. Issues resulting, for example, from normal wear and tear, improper use, accidents, incorrect maintenance or inappropriate servicing may be treated differently from a lack of conformity. Each request is assessed according to the circumstances and the rights available under applicable law.

It depends on the circumstances. Installing or using a spare part may affect your ability to return it, particularly where the product shows signs of use or has been altered. This does not remove any Consumer rights that may apply if the product is defective or non-conforming. If you are unsure about compatibility, we recommend contacting us before installation.

Refunds are processed according to the procedure and time limits applicable to the type of return. In the case of withdrawal, refunds are made within the time limits required by applicable law; where permitted, the refund may be withheld until the returned goods are received or until the Consumer provides evidence that they have been sent back. For specific enquiries, you can use the Refund Support category in the Customer Support Hub.

Refunds are normally issued using the same payment method used for the original transaction, unless otherwise agreed or where this is not technically possible. For payments made by bank transfer, we may require the information necessary to process the refund.

Contact us through the Customer Support Hub and provide your order number and details of the items you believe are missing. Before submitting a ticket, please check any communications you have received from us, as an order may sometimes be divided into multiple shipments.

Where possible, report the visible damage to the carrier at the time of delivery and keep the packaging. Take photographs of the parcel before opening it and, if the contents are also damaged, document the condition of the product. Then contact Pitstop Divers through the Customer Support Hub and provide your order number and the available information.

Yes. The Customer Support Hub can also be used after delivery for enquiries relating to returns, refunds, products, warranties, repairs or other after-sales issues. Selecting the appropriate support category helps us handle your request more efficiently.