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Returns

We want satisfied customers so glance over these instructions for an easy and smooth return.

1. TIMELINE

You may return unwanted items within 28 days of delivery for refund or exchange.
You should expect to receive your refund / exchange within four weeks of giving package to the return shipper, however, in many cases, when everything is ok, you shall receive a refund / exchange more quickly.
This time period includes

  • the transit time for us to receive your return from the shipper ( 8 to 12 business days),
  • the time it takes us to process your return once we receive it ( 3 to 5 business days),
  • the time it takes to our accounting to process the payment for the refund or to credit your account.
  • or the time it takes to our logistic department to ship the replacement back to you ( 7 to 9 business days).

2. RETURN SLIP FORM

Please download and complete the Return Slip Form here. If you do not have a printer, use a separate sheet of paper to specify the information needed (please refer to the Return Slip form to know the request information). Please make sure to fill and insert the Return Slip with the return item(s). Otherwise it will be impossible for us to assist you. In case you do not have some of the information required for the return, please send an email to info@orcafreediving.com and we will do our best to assist you with the return process.

3. RETURN ADDRESS

BIGCORP – ORCA FREEDIVE
Block F, 602, Wah Hing Industrial Building. 36 Tai Yau Street, San Po Kong
Kowloon, Hong Kong SAR
Tel : + 852 35162300

4. ELIGIBLE ITEM(S)

All non-custom orders purchased online can be returned if unworn, for exchange or refund. Any item returned to us has all labels intact and that the garment is folded, most new, unworn (other than being tried on for size), unused, unwashed and undamaged, so that it can be resold. 
We accept return for intimate items as long as they have been tried above customer underwear. 
For discounted item(s), we can only offer you to exchange it. Or you can use the amount to buy another product in our Orca Freedive webshop., in that case ee will email you a voucher code equivalent to the amount of the item(s) returned. This voucher will be valid for 90 days starting from the receive date of the returned item. 
Please note, where an item(s) is returned to us in a condition that prevents us from re-selling it, we do reserve the right to not refund or exchange it. Only order purchased directly from ORCA FREEDIVE.com are eligible for exchange or refund thru this channel. 

5. NON ELIGIBLE ITEM(S)

Unfortunately customised orders with added logos, or graphics, cannot be returned. Please make sure you confirm your design and sizing before placing your order. If you have any questions, feel free to contact as and we will be happy to help.

6. RETURN SHIPPING FEES AND CARRIER

We are not liable for the loss or delay of the returned packages. We strongly recommend you to use tracked postal service. The cost of returning an item(s) for a refund / exchange is your responsibility.
However, If you have paid with PayPal, you can request PayPal the refund of the returning fees (up to 20US$), for more informations please read this page: https://www.paypal.com/us/webapps/mpp/returns

7. REFUND AMOUNT

We will refund the cost of the returned item(s) (shipping charges, customs taxes – are not refundable). The refund amount will be credited back to your original payment method.

8. EXCHANGE ITEM(S)

The same item can be exchanged if the color and/or size is not what you wanted. We will ship the replacement to the address registered under the order number, unless specify. Product exchanges are subject to inventory availability at the time of return. If you are returning an item for exchange, to ensure that you get what you want consider purchasing the replacement item today then allowing the return credit to offset this subsequent purchase amount. If we can not proceed the exchange with the item(s) you wanted, we will send you an email for refund option. Orca Freedive, will pay to freight the re-order or replacement, but not the customs taxes at destination.

9. DAMAGED GOOD(S)

Everything leaves Orca Freedive in good condition. If you receive a damaged item report it to the appropriate carrier straight away, and let us know (info@orcafreediving.com) within 3 days after delivery.