Returns & Refunds
Pitstop Divers manages diving equipment returns and refund requests through a prior authorization procedure designed to ensure that every request is handled clearly and efficiently.
Conditions may vary depending on the type of customer, the reason for the return and the nature of the product purchased. Consumer rights established under applicable European and national legislation remain unaffected.
Return Authorization Required
All returns, whether from consumers or professional B2B customers, must be authorized in advance by Pitstop Divers.
Before returning any product, the customer must contact Pitstop Divers and provide the order number, details of the product concerned and the reason for the return.
Once the return has been approved, Pitstop Divers will provide a Return Authorization Number.
The Return Authorization Number must be clearly displayed on the outside of the package used for the return.
Products must not be returned without first receiving authorization and the relevant return instructions from Pitstop Divers.
Assessment of Your Request
Before authorizing a return, Pitstop Divers may request additional information or documentation to assess the request.
For defective, damaged or non-functioning products, we may request photographs, videos, serial numbers, product references or other information necessary to identify and evaluate the issue.
This preliminary assessment helps us understand the nature of the problem and determine the most appropriate procedure.
Consumer Right of Withdrawal
Where provided by consumer protection legislation, consumers purchasing products online may exercise their right of withdrawal within the period established by law.
To exercise this right, the consumer must inform Pitstop Divers of the decision to withdraw within the applicable period.
The withdrawal period is determined according to current European and national legislation, taking into account the type of order and the method of delivery.
Consumers exercising their right of withdrawal must contact Pitstop Divers before returning the product in order to receive a Return Authorization Number and the relevant return instructions.
Any exceptions or exclusions from the right of withdrawal apply only where permitted by law.
Returns Due to Change of Mind
When a consumer exercises the right of withdrawal due to a change of mind, the direct cost of returning the product is borne by the consumer where permitted by law.
The product must be properly packaged and returned according to the instructions provided by Pitstop Divers.
Whenever possible, we recommend using the original packaging and including all accessories, manuals and other items originally supplied with the product.
Pitstop Divers Voucher as an Alternative to a Refund
In the case of a return due to a change of mind, the consumer may choose, when this option is offered by Pitstop Divers, to receive a voucher instead of a monetary refund.
The voucher will have a value corresponding to the amount recognized for the returned product.
When the consumer chooses a voucher, Pitstop Divers will also credit the cost of the authorized return shipment to the voucher, provided that appropriate proof of the shipping expense is supplied.
The voucher can be used for future purchases from Pitstop Divers and is valid for 12 months from the date of issue.
Choosing a voucher is optional and does not replace any statutory rights available to the consumer.
Defective, Damaged or Non-Conforming Products
If you receive a defective, damaged, incorrect or non-conforming product, contact Pitstop Divers before arranging any return shipment.
Provide your order number and a detailed description of the problem.
Before authorizing the return, Pitstop Divers may request photographs, videos or other supporting evidence to verify the defect or malfunction.
When the issue concerns a product that was originally defective, damaged or non-conforming and Pitstop Divers accepts responsibility for the return, the necessary return shipping costs will be covered by Pitstop Divers according to the instructions provided to the customer.
Do not independently arrange a shipment at the expense of Pitstop Divers without prior authorization.
Damage Caused by Misuse or Unauthorized Intervention
When a product shows damage resulting from misuse, negligence, incidents attributable to the customer, unauthorized modifications, improper installation or servicing, or use contrary to the manufacturer’s instructions, Pitstop Divers will assess the request according to the nature and origin of the problem.
Such damage is not automatically considered an original defect or a product non-conformity attributable to Pitstop Divers.
When necessary, the returned product may undergo a technical inspection to determine the cause of the damage or malfunction.
If the inspection determines that the issue resulted from misuse, negligence, unauthorized modification or another cause attributable to the customer, the request may not qualify for a refund, replacement or other remedy at the expense of Pitstop Divers, to the extent permitted by law.
Any mandatory statutory rights relating to products that were originally defective or non-conforming remain unaffected.
Inspection of Returned Products
After receiving a return, Pitstop Divers may inspect the product and the accompanying documentation before completing the procedure.
The inspection may include the condition of the product, accessories, signs of damage or use and, where relevant, the nature of the reported defect.
In the case of a consumer withdrawal, any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product will be handled in accordance with the law.
Refund Method and Processing Time
When a refund is due and approved, Pitstop Divers will issue it exclusively through the same payment method used for the original purchase.
Alternative payment methods will not be used to issue the refund.
Once the returned products have been received and the necessary checks completed, Pitstop Divers will issue the refund within a maximum of 10 days from receipt of the returned goods, subject to any mandatory statutory requirements.
The time required for the refunded amount to appear in the customer’s account may also depend on the bank, financial institution or payment service provider involved.
Heavy, Bulky or Palletized Products
Compressors, mechanical components, large quantities of equipment, diving weights and other products requiring dedicated transportation must follow a specific procedure when returned.
Customers must not independently arrange the return of these products.
After assessing and authorizing the request, Pitstop Divers will provide instructions regarding the appropriate transportation method.
Responsibility for the associated transportation costs will depend on the reason for the return and the conditions applicable to the specific request.
Returns for Professional B2B Customers
Returns relating to purchases made for commercial or professional purposes must always be authorized in advance by Pitstop Divers.
B2B orders do not automatically benefit from withdrawal rights specifically granted to consumers.
Commercial return requests are assessed according to the nature of the order, the products concerned, the reason for the request and the agreed commercial conditions.
Any rights relating to defective or non-conforming products provided by law and the applicable terms of sale remain unaffected.
B2B customers must not return any product without the Return Authorization Number provided by Pitstop Divers.
How to Request a Return
To request a return, contact Pitstop Divers before shipping any product.
Provide your order number, details of the product concerned, the reason for the request and a clear description of any issue.
When requested, provide photographs, videos, serial numbers or other documentation that may assist with the assessment.
Once your request has been approved, you will receive a Return Authorization Number together with the relevant return instructions.
The Return Authorization Number must be clearly displayed on the outside of the package before shipment.
