Refund Policy

Last Updated: January 2025

At Japan Snorkeling Paradise, we are committed to your satisfaction with our premium snorkeling equipment. This Refund Policy outlines our procedures for returns, exchanges, and refunds.

1. Return Eligibility

1.1 Standard Return Period

We accept returns within 30 days of the delivery date for most products, provided they meet our return conditions.

1.2 Conditions for Returns

To be eligible for a return, items must:

• Be in original, unused condition
• Include all original packaging, tags, and accessories
• Not show any signs of wear or use
• Include proof of purchase (receipt or order confirmation)
• Be returned in a resalable condition

1.3 Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

• Snorkel masks and mouthpieces that have been used or opened
• Swimwear and wetsuits (unless defective)
• Books and guides that have been removed from packaging
• Sale or clearance items marked as "final sale"
• Custom or personalized products
• Digital products or downloads

2. How to Initiate a Return

2.1 Return Request Process

To initiate a return, please follow these steps:

1. Contact our customer service team within 30 days of delivery
2. Email: info@derekstoolsrepair.com or call: +423354228489
3. Provide your order number and reason for return
4. Wait for return authorization and instructions
5. Ship the item back according to provided instructions

2.2 Return Shipping

• Customers are responsible for return shipping costs unless the item is defective or we made an error
• We recommend using a trackable shipping method
• Japan Snorkeling Paradise is not responsible for items lost during return shipment
• Return shipping address will be provided upon approval

2.3 Return Shipping Address

Please do not return items without authorization. The return address will be provided in your return authorization email.

3. Refund Processing

3.1 Inspection and Approval

Upon receiving your return:

• We will inspect the item within 3-5 business days
• You will receive an email confirming receipt and inspection results
• Approved returns will be refunded to the original payment method
• Rejected returns will be returned to you at your expense

3.2 Refund Timeline

• Refunds are processed within 5-7 business days after approval
• Credit card refunds may take 5-10 business days to appear on your statement
• You will receive email confirmation when the refund is processed

3.3 Refund Amount

Refunds include:

• Product purchase price
• Original shipping costs (if item is defective or we made an error)

Refunds do NOT include:

• Return shipping costs (unless item is defective)
• Original shipping costs (for customer convenience returns)
• Customs duties or import taxes (for international orders)

4. Exchanges

4.1 Exchange Policy

We accept exchanges for:

• Different sizes of the same product
• Different colors of the same product
• Alternative products of equal or greater value

4.2 Exchange Process

To request an exchange:

1. Contact customer service to initiate exchange request
2. Return the original item following our return process
3. Place a new order for the desired item
4. Upon receiving and approving your return, we will refund the original purchase

4.3 Price Differences

• If exchanging for a more expensive item, you will be charged the difference
• If exchanging for a less expensive item, you will be refunded the difference

5. Defective or Damaged Products

5.1 Reporting Defects

If you receive a defective or damaged product:

• Contact us within 7 days of delivery
• Provide photos of the defect or damage
• Include your order number and description of the issue

5.2 Resolution Options

For defective or damaged items, we will:

• Provide a full refund including shipping costs
• Send a replacement product at no additional cost
• Offer a partial refund if you wish to keep the item

5.3 Manufacturing Defects

Products with manufacturing defects discovered within the warranty period are covered by manufacturer warranties. Please contact us for warranty claim assistance.

6. Incorrect Orders

6.1 Our Error

If we send you the wrong item:

• Contact us immediately upon receipt
• We will provide a prepaid return label
• The correct item will be shipped at no additional cost
• Full refund available if correct item is unavailable

6.2 Customer Error

If you ordered the wrong item:

• Standard return policy applies
• Item must be unused and in original condition
• Customer responsible for return shipping costs

7. Cancellations

7.1 Order Cancellation

You may cancel your order:

• Within 24 hours of placing the order for a full refund
• Before shipment - contact customer service immediately
• After shipment - standard return policy applies

7.2 Cancellation Process

To cancel an order:

1. Email info@derekstoolsrepair.com with your order number
2. Include "CANCELLATION REQUEST" in the subject line
3. We will confirm cancellation and process refund within 3-5 business days

8. Partial Returns

For orders containing multiple items:

• You may return individual items from your order
• Each item must meet return eligibility requirements
• Partial refunds will be processed for returned items only
• Shipping costs will be prorated if applicable

9. International Returns

9.1 International Shipping

For international orders:

• Same return eligibility period applies (30 days)
• Customer responsible for return shipping costs
• Customer responsible for any customs fees on returns
• We recommend insured, trackable shipping methods

9.2 Customs and Duties

• Customs duties and import taxes are non-refundable
• Contact your customs office for information about duty refunds
• Japan Snorkeling Paradise cannot refund international customs charges

10. Gift Returns

10.1 Gift Return Policy

Items purchased as gifts can be returned by the gift recipient:

• Gift receipt or order information required
• Refund issued as store credit or to original purchaser
• Same return conditions apply

10.2 Gift Exchanges

Gift recipients may exchange items for:

• Different size or color
• Alternative product of equal value
• Store credit for future purchases

11. Restocking Fees

We generally do not charge restocking fees. However, the following situations may incur a 15% restocking fee:

• Items returned outside the 30-day window (at our discretion)
• Items showing signs of use beyond inspection
• Items missing original packaging or accessories
• Large or special order items

12. Refund to Store Credit

As an alternative to a refund to your original payment method, we can offer:

• Store credit for 110% of the return value
• Valid for 12 months from issue date
• Transferable to another person
• Can be combined with other promotions

13. Late or Missing Refunds

If you haven't received your refund:

• Check your bank account again (processing can take time)
• Contact your credit card company (posting may take additional time)
• Contact your bank (processing delays may occur)
• If you've done all of this and still haven't received your refund, contact us at info@derekstoolsrepair.com

14. Safety Equipment Policy

Due to safety considerations:

• Snorkel masks and breathing equipment cannot be returned once opened
• Safety equipment showing any signs of use cannot be returned
• Defective safety equipment will be replaced immediately
• We prioritize your safety above all else

15. Contact Us About Returns

Our customer service team is here to help with any return questions or concerns:

Japan Snorkeling Paradise
Address: 981 Citlalli Crossway, Orinborough, TAS 5418, Japan
Phone: +423354228489
Email: info@derekstoolsrepair.com
Hours: Monday-Friday, 9:00 AM - 6:00 PM JST
Registration Number: 43234734

16. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our website and purchase of products after changes constitutes acceptance of the modified policy.