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.com

⚠️ Important Note: Custom-made items or special orders (e.g. Seacraft products, SF-Tech drysuits, 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/registered
  • Digital goods, downloads, software keys

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

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.

Refund Methods:
  • Store Credit: 100% of the product value (Valid for 1 year).
  • Original Payment Method: Subject to a 10% processing fee deduction.

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:

  1. Report it within 48 hours of receipt.
  2. Email us with your order number and clear photos.
  3. 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.

Need Help?

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

Contact Support