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Returns and Refunds Policy

Last updated: November 18th, 2019

If you are not entirely satisfied with your purchase, we’re here to help.

Our products can be returned within 15 days of the original purchase of the product. A new product may be exchanged for another product or returned for a refund.

To be eligible for a return, please make sure that:

  • The product was purchased in the last 15 days

  • The product is in its original packaging

  • The product isn’t used or damaged

  • You have the receipt or proof of purchase

  • You obtained a Return Merchandise Number (RMN) from us

Products that do not meet these criteria will not be considered for return.

To obtain a Return Merchandise Number (RMN), contact us:

Send the product with its original packing and the receipt or proof of purchase and the RMN number, along with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund, to:

Jl. Suka Merta, Sanur, Bali, Indonesia


Diving and Snorkelling services

For all our diving and snorkelling services, returns and refunds are accepted. However, all refunds must comply with several requirements to be eligible for acceptance and execution. These guidelines are as follows:

Cancellation by guests

All cancellations from guests need to be made 48 hours or more before the activity date. Cancellations made less than 48 hours before the activity date will not be eligible for refund due to already set logistics.

Cancellations by the company

If under any circumstances a booking is cancelled by the company, a full refund will be issued within maximum 7 working days from the date the cancellation notification was sent.

Cancellations by the company can happen only in specific and extraordinary circumstances such as but not limited to: bad weather conditions, high waves not complying with the experience and interests of the guest, volcano eruptions, extreme weather conditions, double booking etc. At the same time, the company is holding the right to cancel bookings at it’s free will and with no reason provided with full refunds. 

The company can also cancel a booking if the guest’s behaviour is not proper, violent or in any way dangerous to the other guests either physical or emotional.

Reschedules by the guests

In case of reschedules by the guests and refunds – a minimum of 48 hours advance notice is necessary otherwise such refunds cannot and will not be eligible due to already set logistics and preparations.

Reschedules created by the guests can also carry flexible and unpredictable extra costs due to previously set logistics if reschedule request is communicated less than 48 hours before the activity date.

Reschedules by the company

In extraordinary circumstances, reschedules from the company can occur and primarily this can happen due to weather conditions and under the recommendation of the surf instructors. Diving is a water activity and considering its necessities for proper conditions, diving activities can be rescheduled from one day to another to ensure both safety, fun and customer service. However, if the reschedule does not fit the guest’s schedule, a full refund will be issued within 7 working days from the moment the company is issuing an official written notice.

Shipping charges

Shipping charges incurred in connection with the return of a product are non-refundable.

You are responsible for paying the costs of shipping and for the risk of loss of or damage to the product during shipping, both to and from Neptune Scuba Diving.

Damaged items

If you received a damaged product, please notify us immediately for assistance.

Sale items

Unfortunately, sale items cannot be refunded. Only regular price items can be refunded.

Digital products

We issue refunds for digital products within 15 days of the original purchase of the product.

We issue refunds for digital products only under the following conditions:

  • Product not delivered (if you haven’t received the delivery email from us)

  • Download issues (if you experience problems while downloading the product)

We recommend contacting us for assistance if you experience any issues receiving or downloading our products.

We do not guarantee that our products are fully compatible with any third-party software. We do not issue refunds if our products are incompatible with any third-party software, except for those that are specified on the page of each product.

Contact us

Call usNeptune Scuba Diving: ‭+62 3614 490 568‬
Find usNeptune Scuba Diving: Jl. Suka Merta, Sanur, Bali

If you have any questions about our Returns and Refunds Policy, please contact us:

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