On this page you will find information on:
- Our warranty policy
- Dealing with defects or faults
- Warranties applicable to torches & heating systems
- Restrictions
- By placing an order through our site, you accept that professional training and certification from a recognised diving agency is required to use most of our specialist products (all products specifically made to be used underwater) and that any scuba diving equipment you have purchased from DirDirect is done so with the understanding that you are trained and qualified to inspect, prepare, maintain and operate that equipment within your limits of training and experience, as well as the limits and purposes specified by the relevant manufacturer. (Terms & Conditions)
- All products we have available for supply conform to all relevant British and European standards.
- All products sold by Underwater Explorers Ltd./DirDirect are supplied with a manufacturer warranty, the details of which are available on request.
- A warranty is non-transferable and extends to the original purchaser only, together with a valid proof of purchase. A warranty shall be void if any equipment is tampered with by a person (or persons) not authorised to perform service or modifications on behalf of the manufacturer after purchase.
- Product warranty does not extend to damages caused by improper use, improper maintenance, neglect, unauthorised repairs or modifications, third party battery leaks (where batteries are not supplied by manufacturer), if proper care of diving products as described by manufacturer is not performed or if any of these lead to accidents, fire, or casualty.
- Product warranty does not extend to items manufactured for underwater use which have regular servicing requirements imposed by the manufacturer for safe use - where such servicing has not been carried out by an authorised engineer and recorded (i.e. regulators, cylinders, BCDs that are required to be serviced at intervals).
- Accidental damage, cosmetic damage such as scratches, chips, fraying and nicks, abrasions, punctures, cuts or tears, seam separation inclusive of damage due to prolonged exposure to chlorine or ultra violet rays are not covered by warranty.
- Damage, tears and/or leaks due to prolonged use, bending, kinking or folding, improper installation, strenous routing of Low Pressure, High Pressure, Regulator hoses and/or umblical torch cables are not covered by warranty unless the fault is established to be the direct result of a material or workmanship defect. Perishable rubber High and Low (Intermediate) pressure hoses cables are guaranteed for 30 days from date of delivery against a fault developing in either the materials, connections or workmanship during manufacture.
- Use of any purchased equipment from Underwater Explorers | DirDirect for rental, commercial, governmental or military purposes is not covered by warranty.
- Certain items, such as bulbs and batteries supplied by manufacturers as part of dive torches, transmitters, computer units etc. used underwater are only covered by time-limited conditional manufacturer warranties that commence on the date a customer receives the product. (Please also see Dive Torch Warranties underneath).
- As battery life depends on usage, charging methods and times, number of charges, ambient temperature and other factors including the type of battery being used, battery packs and batteries supplied with products (where applicable) are covered only by conditional limited warranties (often ranging from 3 to maximum 6 months depending on manufacturer).
- Floods, leaks, punctures, broken bulbs, battery leaks, battery drain/death due to erroneous use, charging, reverse polarisation, wrong charging port being used are not covered by warranty unless the problem is assessed as direct result of a material or workmanship defect. (See Dive Torch Warranties underneath).
- If there is a defect in any of the products you receive from us, we can repair or replace the defective product(s) at our discretion free of charge under our Faulty Goods/Errenous Items policy. Your statutory rights are unaffected.
- Any claim based on a defect in quality or condition of the goods (fault and/or suitability for use) received must be notified to us within 14 days of delivery in writing by our contact form, email, fax or post to reject an item ordered - after which you will be deemed to have accepted the products. If you believe a product developed a fault or defect for any reason after this period you need to contact us as soon as possible.
- We cannot accept any liability for the use of or damage caused by any scuba diving or relevant equipment purchased from Underwater Explorers by non-certified or untrained persons, or the use of equipment beyond its described depths or limits, or the use of equipment outside or beyond its intended purpose.
- Our detailed Warranty Terms covering defects and faults and extended manufacturer warranties for dive torches on this page is based on serving you in the best possible way while protecting you against the unlikely event of manufacturing defects.
FAULTS AND DEFECTS
We do our very best to ensure that products supplied by us are as described and fit for purpose. Despite these measures, there may be isolated incidents where a product could arrive to you damaged during transit, with a defect or fault. If you believe a product you have purchased from us is faulty or defective, contact us as soon as you can before doing anything else.
- You must contact us in writing before returning any faulty/defective goods. Failure to do so will void any right you have towards covering any return postage. Only pre-arranged/approved return costs can be covered if the product is found to be faulty or defective. You can contact us by using our online contact form, email, post or call us on +44 (0)1305824555. Details and further information are given on our Returns pages.
- If you purchase a product that turns out to be faulty or defective within 14 days after delivery, you can choose to reject it and return the product for inspection towards a replacement or refund.
- If any product returned to us in a reasonable time beyond the 14 day period after delivery is found to be faulty or defective, we will organise for a repair or replacement free of charge at our discretion. The provision of a repair/replacement is conditional on our service engineers, agents and/or the manufacturer.
- If any product(s) returned to us are not found to have a manufacturing fault or defect, all postage costs paid for on our part will be added to any repair authorised by you or charged to you separately should you not wish to proceed with a repair.
- You agree to take reasonable steps as requested by us to resolve the situation including, but not limited to, providing images of the said fault or defect, returning the item to us for assessment through a courier or postal service we authorise or ensuring its availability for collection.
- Please note that a fault developing during use, such as flooding or freeflows etc., will require goods to be returned to manufacturer for warranty confirmation.
- Any damage to purchased equipment already delivered to you during subsequent travel including but not limited to dive or travel bags is the responsibility of the transit company and not the manufacturer. If any such damage occurs we advise you to contact the transportation company directly.
- For manufacturer warranty, please remember that while your statutory rights are unaffected, we deal with manufacturers on your behalf if any warranty issue arises within the first 6 months after your purchase and thereafter at our discretion. Whether an issue is under warranty is ultimately up to the manufacturer (and authorised agents) of that specific product to be decided under the terms of their warranty and pending an inspection of the product. This does not affect your statutory rights.
- The time a manufacturer/distributor handles a warranty claim differs between manufacturer/distributor and can also be affected by their location. Regardless of location or manufacturer any warranty claim we receive will be considered and replied to within a maximum of thirty (30) days.
To send back a faulty/defective product follow the instructions in our Returns Policy
- Service or modifications by any person or persons other than an Authorized Service Technician of any underwater lighting and/or heating product voids any warranty.
- Manufacturers will not be responsible for recovery or replacement of the product in the event of loss or theft.
5. Punctures, (umblical) cable tear, breakage, rusting etc. due to accident or poor maintenance, results of using equipment in salt/chlorine water conditions and not rinsing with fresh water properly will not be covered by warranty unless it can be established that any of these are the direct result of a material or workmanship defect.
7. Flooding and leaking of canister or hand-held primary and backup torches beyond the 14 day rejection period is not under warranty unless it is established on inspection that these incidents are the direct result of a material or workmanship defect on part of the manufacturer. Warranty repair or replacement procedures are at the discretion of the manufacturer and the authorised dealer.
8. You have a legal right to receive a reply to any warranty claim within a reasonable period after a product believed to be defective/faulty is returned to an authorised dealer of that product, inspected by the dealer and/or manufacturer where required to assess whether there is a manufacturing defect. Products believed to be defective/faulty can be rejected by you in the first 14 days after receiving delivery, can be reported in for repair or replacement at discretion of supplier up to 6 months after sales and can be addressed to the manufacturer as a warranty claim thereon for a longer time (or through the authorised dealer at their discretion).
9. You are expected to read manufacturer warranty documents prior to a purchase or on delivery of products which you should consider before using an item within its unused return period. A number of manufacturers will cover their products against manufacturing and workmanship defects for over 6 months from the original date of purchase but will also state that if defects happen during that period, they will only be obliged to repair or replace the defective part or product at the manufacturerʼs sole discretion."
IMPORTANT
📌 The following restrictions apply to all warranty claims: Warranty does not extend to damages caused by improper use, improper maintenance, extended use on surface, neglect, unauthorized repairs, modifications, accidents, fire, or casualty. Cosmetic damage, such as scratches, fraying, and nicks are not covered by warranty. Warranty does not extend to equipment used for rental, commercial, governmental, or military purposes.
📌 Manufacturers and suppliers will expect you to know how to prepare, maintain and use an underwater torch. Inspect all o-rings, lubricate them as recommended, ensure any component of an underwater lighting system is sealed and tightened properly before a dive. Check charger and battery compatability/functionality as soon as possible (if applicable) and use only reputable original batteries if batteries are not supplied by manufacturer. Avoid rechargeable batteries unless approved and/or recommended by manufacturer. AVOID leaving any dive torch under direct sunlight on the surface, leaving them switched on while above water, leaving any o-rings exposed to elements, allowing o-rings to dry, storing dive lights that have been in salt/chlorine water without properly rinsing and cleaning them. Follow manufacturer instructions for maintenance, charging, safety and maximum depth.
* Non of the above affect your statutary/legal rights. Read our Full Terms and Conditions and Returns Policy for further information on how we can help deal with any problems.
Underwater Explorers Limited. Registered in England no. 05591766.
