Refund and Returns Policy
At Ocean Tribe, we want you to choose equipment that suits your diving. Please contact our team before ordering if you need advice on sizing, compatibility, features or suitability.
This policy applies to physical products purchased from Ocean Tribe Limited through our online shop. Dive trips, courses, accommodation and other services are subject to their separate booking and cancellation terms.
Change-of-Mind Returns
Please choose your products carefully. Ocean Tribe does not offer refunds or exchanges simply because you change your mind, no longer require an item, or select an incorrect size, colour or model.
This does not affect your statutory rights, including rights relating to faulty, damaged, incorrectly supplied or misdescribed goods, or any applicable legal right to cancel your purchase.
Faulty, Damaged or Incorrect Products
Please inspect your order when you receive or collect it. If a product appears faulty, arrives damaged, differs materially from its description or is not what you ordered, contact us as soon as reasonably possible.
Please provide:
- Your order number or other proof of purchase.
- The product name and a description of the problem.
- Photographs or a short video showing the issue, where practical.
- Photographs of the packaging if the item was damaged during delivery.
Keep the packaging where possible to assist with delivery damage investigations. Original packaging is not required to make a valid faulty-product claim, and a delay in reporting a problem does not automatically remove your statutory rights.
Do not dive with equipment you suspect is faulty. Stop using it and contact us for advice.
Assessment and Resolution
We may need to inspect or test the product before confirming the appropriate remedy. Where necessary, we may arrange an assessment by the manufacturer or an authorised service centre.
Depending on the circumstances and your applicable consumer rights, we will provide an appropriate repair, replacement or refund. A manufacturer’s assessment process does not replace or limit Ocean Tribe’s obligations under applicable law.
We will explain the next steps and keep you informed if an assessment or replacement requires additional time.
Requesting a Return
Contact Ocean Tribe before sending or bringing back a product so we can confirm the receiving location, return method and any handling instructions.
Please include your order number or other proof of purchase with the returned item. Include relevant accessories where they are needed to assess the problem.
Do not send products directly to a manufacturer unless we have agreed this with you.
Contacting us for return instructions is an administrative step and does not remove any statutory right to return or reject goods.
Return Delivery Costs
Where we supplied the wrong product, or a product is confirmed to be faulty or damaged on arrival, Ocean Tribe will arrange or reimburse reasonable return delivery costs.
Please agree the delivery method with us before paying for shipping so we can provide suitable instructions and avoid unnecessary costs.
Pack the product securely and retain proof of dispatch. If the return involves batteries, pressurised equipment or other items subject to transport restrictions, contact us before arranging delivery.
Any proposed inspection, transport or repair charge for a problem not covered by your consumer rights or warranty will be explained and agreed with you in advance.
Exchanges
We do not offer exchanges solely for a change of mind or an incorrect selection made by the customer.
Where a replacement is appropriate because an item is faulty, damaged, incorrectly supplied or misdescribed, we will arrange it in accordance with your applicable rights and product availability.
We will not require you to accept a different model or store credit instead of a refund where you are legally entitled to one.
Refunds
Where a refund is due, we will confirm the amount and process it promptly, normally within seven working days of confirming your entitlement, or sooner where required by law.
Refunds will be made using the original payment method wherever possible. If that is not possible, we will agree a suitable alternative with you.
Your bank, card provider or payment service may require additional time before the funds become available.
The refund will reflect the amount actually paid for the affected products, including any applicable discount. Delivery charges will be refunded where required by law or where appropriate because the return resulted from our error.
Cancelling an Order Before Dispatch
Please contact us immediately if you wish to cancel an order.
Outside any applicable statutory cancellation right, cancellation requests are considered individually and are not guaranteed. We will confirm whether we can stop the order and explain any proposed terms before you agree to them.
For personalised, engraved, custom-made or specially procured products, any specific cancellation restrictions or charges must have been disclosed before purchase.
If your order has already been dispatched, the relevant provisions of this policy apply. Nothing in this section limits a legal right to cancel because of delivery failures, non-compliance with online selling requirements or other circumstances covered by applicable law.
Manufacturer Warranties
Warranty terms and periods vary by manufacturer and product. Please retain your proof of purchase and follow the manufacturer’s instructions for use, care, storage and servicing.
If a problem develops, contact Ocean Tribe with your purchase details and a description of the issue. We will help you establish the appropriate assessment process.
Manufacturer warranties operate in addition to your statutory rights and do not replace them. Expiry of a manufacturer’s warranty does not, by itself, determine whether you have a valid statutory claim.
Wear, Accidental Damage and Misuse
Normal wear and tear, accidental damage and damage caused by misuse are not manufacturing defects.
Examples may include damage caused by impacts, incorrect assembly, incompatible accessories, improper storage, unauthorised modifications or failure to follow the manufacturer’s maintenance instructions.
Any decision will take account of the actual cause of the problem. Using a product in water does not, by itself, invalidate a claim where it was designed for that use and used within the manufacturer’s instructions.
Where a problem is not covered, we can advise on available repair or replacement options and any associated costs before work begins.
Your Consumer Rights
Nothing in this policy limits or excludes any rights or remedies available under applicable consumer law, including Kenya’s Consumer Protection Act and Sale of Goods Act.
Our restriction on change-of-mind returns does not override rights relating to faulty goods, incorrect descriptions, incorrectly supplied products, delivery failures or applicable statutory cancellation rights.
Contact Ocean Tribe
To report a problem or request a return, replacement or refund, contact us through our website or WhatsApp.
Ocean Tribe Limited
The 41 Beach Club, Diani Beach Road
Diani Beach, Kenya
WhatsApp: +254 700 934854
Contact page: https://oceantribe.co/contact/
Please include your order number and a brief explanation of the issue. Contact us before posting or delivering an item so we can confirm the correct receiving location and instructions.
