Returns & Refunds

Returns & Refunds Policy – XR Explorers, LLC

We want you to love your gear. If something’s not right, we’ve got your back. Here's everything you need to know about returns, cancellations, and refunds.

📦 Cancelling an Order (Before Dispatch)

You can cancel any standard order placed through our website before it is dispatched for a full refund to your original payment method.

To cancel, email: support@xrexplorers.net

Note: Custom-made items or special orders (e.g. Seacraft products, dry suits, factory-configured gear) cannot be cancelled once submitted to the manufacturer.

🧊 Cooling-Off Period

We offer a 14-day goodwill return period from the delivery date for unused items in original packaging with tags intact.

Exclusions include:

  • Custom, made-to-order, or personalized products
  • Special Orders not held in regular stock
  • Unsealed or inseparably mixed items
  • Dive computers/electronics once activated
  • Digital goods, downloads, software keys

Please request a return authorization by emailing support@xrexplorers.net.

Return shipping is the customer’s responsibility. We recommend using a tracked and insured method. XR Explorers is not responsible for loss/damage during return transit.

💸 Refund Processing

  • Refunds are processed after inspection of returned items.
  • Items must be returned in “as new” condition.
  • Deductions may apply if goods are incomplete or show signs of use.
  • Refunds are issued to store credits which you can use for up to a year, otherwise 10% fee is applied to refund for the original payment method.
  • Shipping charges are non-refundable unless related to an error or defect.

🌍 International Returns

  • International customers must cover return shipping, customs, and duties.
  • Returns due to non-collection, incorrect address, or unpaid fees will result in deductions from the refund total.
  • Refunds are only issued after goods are returned in new, unused condition.

🔧 Faulty or Defective Items

If your product arrives damaged or develops a fault, contact us before returning:

Email: support@xrexplorers.net with your order number and photos of the issue.

  • We’ll assess the issue and advise next steps.
  • For confirmed faults, we’ll offer a refund, replacement, or repair.
  • We may reimburse or arrange return shipping for faulty goods.
  • Warranty issues after 14 days will be handled with the manufacturer.

🛠 Special Orders (e.g. Seacraft, SF-Tech)

  • Items marked as “Special Order” are non-returnable unless defective.
  • You can cancel or change your order only before submission to the factory.
  • Always contact us before ordering specialized items to ensure fit and compatibility.

📭 Damaged or Missing Items

If your parcel appears damaged or tampered with at delivery, do not accept it. Refuse the shipment and contact us immediately.

If you discover a missing or damaged item after delivery:

  • Report it within 48 hours of receipt.
  • Email us with your order number and clear photos.
  • We will investigate and offer a replacement, refund, or resend.

🔁 Exchanges

We do not offer automatic exchanges. If you need a different item:

  1. Return the original item for a refund.
  2. Place a new order for the item you want.

⏱ Reimbursement Timing

  • Refunds are processed within 2–3 business days of receiving returned goods.
  • All refunds are completed no later than 14 days after item receipt.
  • Funds are returned to store credit or via your original payment method (10% fee applies).

📨 Contact Us

If you have questions or need help with a return:

Email us at support@xrexplorers.net

We’re here to make sure your dive experience is seamless—above and below the surface.