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Do You desire to make a Return?
Follow the steps below

1. Why do You wish to make a Return?

  • A - Return for Wrong Goods Shipment
  • B - Return for Goods Exchange
  • C - Return for Warranty
  • D - Return for Damaged Goods

NOTE:
If you want to ship a product for repair, send an email with attached photos of the damaged (or defective) product prior to ship the good to our warehouse, indicating the problem via assistance@planetmultistore.com and wait for confirmation of our warehouse before making the return procedure.

2. Take contact with our assistance

First of all take contact with our assistance: assistance@planetmultistore.com. They’ll provide a return form and a RMA code to authorize your return.
NOTE: Don’t take any action without the authorization of our assistance: packages shipped without any contact with our staff WILL NOT BE ACCEPTED.

3. Prepare the package

Prepare the package and be sure to send back the good in its original packaging or box.
In case of a pack or carton box remember not to spoil the box taking care not to apply adhesive tape - or other - over but put everything in another box or special packaging.
In case of return for wrong item or right of withdrawal remember that the product must not have been USED.
For return options “A” and “D” the shipment (and possible custom duties) is at our charge while for return options “B” and “C” the shipping costs (and possible custom duties) are at charge of the customer.
The warranty does not cover the costs of collection and delivery from the customer to our warehouse.

ATTENTION:
We reserve the right to reject any product that arrives in unsuitable conditions or without comprehensive return forms. These products will be returned to the sender without notice.

NOTE (VERY IMPORTANT):

CHANGE: In case you need to make a change because of our mistake, shipping costs won’t be at your charge; if not, You’ll have to pay round trip shipping costs (and possible custom duties). Also, If You make a change with a more expensive product, You’ll have to pay the difference once we receive your package at our warehouse. In case we receive a damaged item, You’ll have to pay every repair cost. If You refuse to pay them, We won’t make any action and You’ll have to pay new shipping costs for the return.

RIGHT OF WITHDRAWAL: Customized items (as for particular fins, masks with optical lenses, monofins...) are not part of right of withdrawal. Right of withdrawal can be applied ONLY within 14 days since the delivery. Return shipping costs (and possible custom duties) will be at charge of the buyer. Damaged and/or used products won’t be accepted for refund.

WARRANTY: In case of warranty, only the Proprietary Company of the product will decide if the damage is covered by warranty or not, and if the product itself must be repaired or replaced. If the company confirms that the damage is not covered by warranty, the customer will have to pay any repair cost. If the customer refuses to pay repair costs, the Proprietary Company won’t make any repair and the item will be shipped back as originally received. Round trip shipping costs (and possible custom duties) will be at charge of the buyer.

Defects not covered by warranty

The defects and other types of damages (in particular those listed below) are not covered by warranty:

  • Defects or damage caused by normal use and wear,
  • Defects or damage caused by intensive or incorrect use or in abnormal conditions (bumps, sprains, falls, blows, etc.),
  • Defects or damage caused by inadequate or improper maintenance or negligence,
  • Known or apparent defects or damage at the time of purchase,
  • Evident defects or damage tacitly accepted that did not prevent the product's functionality,
  • Scratches or damage to plastic surfaces, glasses and any other external part due to normal use of the product,
  • Defects or damage caused by cleaning products or other substances containing aggressive chemicals (solvents, surfactants, aggressive detergents, etc.),
  • Defects or damage caused by alterations or modifications to the product without permission,
  • Defects or damage caused by incorrect installation of components,
  • Defects or damage caused by failure to follow the product information,
  • Defects or damage caused by prolonged use of the product in chlorinated or polluted water,
  • Defects or damage caused by exposure of the product to excessive temperatures, fire or by its prolonged exposure to sunlight.

Components subject to normal wear (O-rings, filters, membranes, bulbs, batteries, rubber parts, silicone parts, latex, neoprene, hinges, etc.) are not covered by the warranty if it can’t be proven that it is a manufacturing defect.

This Conventional Warranty does not cover products intended for rental, commercial or military use.

European procedures of the Dispute Resolution

European legislation requires that all online stores include the following link to the online dispute resolution platform of the European Commission: http://ec.europa.eu/consumers/odr/. Planet Multi Store is not a member of any other alternative dispute resolution platform and refuses to use them to directly solve the problems with the customers (assistance@planetmultistore.com).