Refund, Returns & Cancellations Policy

Cancellations & Refund Policy

Cancellations by us:

We hate cancelling any course or session but sometimes the weather can mean it is no longer safe or suitable for us to run your session or course. This is especially true for introductory or entry level activities. Scuba diving is a sport which comes with serious risks and the safety of you and our crew is the number one priority. If we have to cancel for any reason, we’ll always look to reschedule in the first instance, credit for another date or offer a refund (minus transaction and course material fees). Where cancellations are made for any reason Dive Arran Ltd will not be liable for any other associated costs you may have incurred such as but not limited to accommodation or travel. Our dive professional's decision is final, and we ask that you respect their experienced judgement in all circumstances. If you attend for an activity having provided false information, under the influence (of any substance or impairing medication) or in any other state which means you are not safe or suitable to dive then no refund will be given. Due to the risks posed by this activity we reserve the right to cancel or terminate any session without reason or warning if we deem your conduct puts yourself or others at risk. We recommend that like any activity you ensure you are suitably insured against cancellations.

Cancellations by you:

We understand that life can change at short notice, and you can cancel up to 24 hours in advance. We’ll always look to help you reschedule your activity but if we can’t then we’re always happy to refund you (minus transaction and course material fees). Please note where less that 24 hours’ notice is given by you then we reserve the right to retain your complete activity payment. Please understand that unlike many activities diving requires planning and equipment preparation that costs us both time and money. We recommend that like any activity you ensure you are suitably insured against cancellations.

Returns & Refunds

At Dive Arran we pride ourselves on providing you with the best quality products, courses and experiences but we know sometimes that things can go wrong, or you might change your mind. In the first instance you should always contact us via email, and we’ll look to resolve any issues you may have as quickly as possible.

For any order placed online you have the right to cancel the entire order under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 within 14 days of receiving your goods. To exercise this right, you must notify us in writing either by letter or WhatsApp within the same 14-day period with the products unused and in their original packaging for physical products or un-redeemed digital products.

After you have received your order, we will be happy to accept products for return for any of the following reasons:

  • If the product does not meet your requirements:

    • Physical Product - Please return the product to us at the address below, enclosing a copy of your receipt and note requesting a refund or exchange. In this case, the product must still be in pristine condition and in its original packaging. We would also request that the product is returned within 14 days of receiving the order. We will then issue a refund for the cost of the products ordered and any standard shipping cost paid (if applicable). Where goods are not defective, please note that you are responsible for paying any postage or shipping costs incurred when returning the product. We would recommend that you do so by recorded delivery as we will not issue any refund for products which are lost in transit.

    • Digital Product - we are happy to refund you for any un-redeemed digital products. Once redeemed these products cannot be refunded. We will aim to refund all digital products within 14 days. 

  • If we sent you a product you did not order (an "incorrect" product):

    • If you have received an incorrect product (physical or digital), please contact us either by phone or email, and we will arrange for the correct product to be sent to you as soon as possible. Digital products will be recalled, and the correct product re-assigned.

  • If the product has become defective:

    • In the first instance, please contact us by email hello@divearran.com with the problem you have experienced, quoting your original order number. For physical products please take a photo of the fault and attach it to the email so we are able to see the best way to continue with replacing/refunding the defective product as quickly as possible. With some products, this may mean sending it back to supplier for expert inspection or testing. If this is the case, we will endeavour to keep you informed at all stages. On some occasions we may not be able to replace the defective product. If this is the case, a full refund (including postage) will be processed into the account used on the original transaction.

  • If the physical product was damaged in transit:

    • Please contact us by email hello@divearran.com explaining the problem you have experienced, quoting your order number. Please take a photo of the damage and attach it to the email. We can then arrange for the damaged product to be returned to us, and a replacement product to be sent or a refund processed. Once your order has been delivered to the delivery address stated on your order, we cannot take responsibility for the damage caused either by you whilst you are unpacking the parcel or if you are having the parcel forwarded to another address.

  • Faulty, incorrect, or damaged product's:

    • Physical Products - We will supply you with a print at home returns label to allow you to return the product free of charge. Unfortunately, we are not able to arrange collection from your home address.

All physical items must be returned in a hygienic state. For cases where the product does not meet your requirements but is not faulty or damaged, items must be in immaculate condition with original tags and packaging intact.

Our returns address is:

 

Dive Arran

Arran Active
Shore Road
Brodick 
Isle of Arran 
KA27 8AJ

07713142214

hello@divearran.com