Customer Service

• Shipping & Delivery
• Privacy & Security
• Change of Mind Policy
• Refunds and Faulty Items
• Warranty Terms and Conditions
• Dive Course and Trip Policies
• Return Procedure
• Updating Account Information

Shipping & Delivery

Buy online and pick up at our store in Canberra, use "Click and Collect" - it's free. We currently provide $10 flat rate shipping across Australia for all non bulky items. Bulky items are charged based on the volum, weight and destination. You can use the "get a quote" feature in the shopping cart to estimate shipping on these items before making a purchase. Items are shipped via courier service, and due to this we require a residential or business address for delivery. Please note in most cases a signature is required upon delivery. All items will be shipped from our warehouse promptly. We strive to ensure fast delivery of your purchase however please note Straight line holds no responsibility for the period of time it takes for your parcel to reach you once it has left our building. Wherever possible we will update your order with the courier tracking number enabling you to track your purchases to your door. Not all transactions will have this option. If you live outside Australia you will need to contact us for a shipping quote – we look forward to hearing from you.

Privacy & Security

You can read our full Privacy Policy here.

Change of Mind Policy

If within 14 days you change your mind and wish to return your purchase, Straight line will offer you an exchange or credit voucher ONLY provided the following conditions are met:

• The item is returned within 14 days of purchase
• The item is returned via registered post, courier or in person in our store
• You provide the original receipt as proof of purchase
• The item has not been used or worn in any way
• The item is in original condition, including all swing tags, labels and packaging
• The packaging has not been marked stained or destroyed in any way
• Shipping costs will not be refunded if you change your mind

If these conditions are not satisfied, Straight line reserves the right NOT to offer an exchange or credit voucher. When returning boxed or packaged goods, please ensure these are placed within a shipping satchel for delivery. Please do not attach anything to the outside of the original packaging. Straight line will not accept returns of:

• Gift vouchers under any circumstances
• Mounted skis (excludes skis that come manufactured with integrated bindings)
• Ski and snowboard boots that have been heat molded or custom fitted

Refunds and Faulty Items

If you have ordered incorrectly, please refer to our above Change of Mind Policy. Straight line will offer refunds for the following purposes.

• If your item arrives in faulty condition
• Your item becomes unavailable during the ordering process
• The item does not match the sample, photo or description provided
• The item does not function in the job or activity it was designed or advertised to do

If the product is faulty once used see Warranty Terms and Conditions. All refunds and faulty items are at the discretion of the Straight line team. We reserve the right to replace faulty goods in lieu of a refund.

Warranty Terms and Conditions

Be sensible! If you damage the item while in use your goods won’t get replaced. Warranties cover manufacturing faults only.

All new products sold by Straight Line are covered by the manufacturers’ warranty. Please check the applicable manufacturer’s website for information regarding their specific warranty policies.

Straight line reserves the right NOT to offer a repair, refund or exchange when the item fault is as a result of misuse or neglect.

Straight line will assess the faulty item in store to determine a course of action. In most cases a warranty will need to be returned to the manufacturer or their local agent for assessment. It is the manufacturers discretion if the item is under warranty, and if they will repair or replace. For minor faults the manufacturer will decide which action is to take place.

If we need to return an item to the supplier, the turnaround time should not, but may take up to 6-8 weeks. Whilst we strive for a quick outcome Straight line is not responsible for periods exceeding this time. We will keep you informed throughout the process.

Any items returned outside the warranty period will generally incur a charge for repair (if repair is possible).

Dive Course and Trip Policies

Boat Dives

• For confirmation of spot full price must be paid (no deposits)
• Customer cancellation before 14 days of the trip date - full credit or 80% refund
• Customer cancellation within 14 days of trip date - no refund, 75% credit
• Customer cancellation within 7 days of trip date – no refund, no credit. Note: exceptional circumstances will be dealt on case by case scenario
• Store cancellation - Full refund or credit. Note: Due to weather/sick staff/accommodation/poor attendance, it is sometimes necessary to cancel trips we apologise for any inconvenience.

Dive Courses

• Customer cancellation before 21 days of the course date will be given a 100% refund. Note: If online learning has been issued you will be charged the access fee.
• Customer cancellation within 21 days of course date - no refund, 75% credit. Note: exceptional circumstances will be dealt on case by case scenario.
• Transfer of course to another person before commencement of course a $50 transfer fee will apply if the transfer is done after the commencement of the course a $200 transfer fee will apply for open water or a 50% of course value for all other courses
• If the instructor deems you unfit for course completion before the coast trip you may be added onto a future available course for up to 6 months at no cost, no refund. Note: recommended purchase one on one pool time with an instructor at the rate of $140 per session.
• Once the course has begun non-completion of course due to student’s decision, no refund. You can be added onto a future available course for up to 6 months at a cost of $75 for instructor and admin fees.
• Store cancellation - full refund or credit. Note: due to weather/staff/accommodation/poor attendance it is sometimes necessary to cancel courses, in this scenario we will do our best to accommodate you onto our next available course if you require.

Local and International trips

• For confirmation of spot non-refundable deposit must be paid. Note: deposit amount changes from trip to trips
• Full payment must be made within designated time as per trip
• Customer cancellation within 14 days of trip date - no refund unless your spot could be filled. Note: deposit will still be lost due to admin fees.
• Store cancellation - full refund or credit. Note: due to weather/sick staff/accommodation/poor attendance it is sometimes necessary to cancel trips we apologise for any inconvenience.
• For international trips please refer to Dive Adventures' policies which can be found at Dive Adventures Booking Conditions.

Return Procedure

If you have a faulty/warranty item or have changed your mind regarding your purchase, please refer to the above conditions.To process your return please contact us at [email protected] to arrange a return authorization number.Please note return postage is at your own expense and the original postage will not be refunded or credited. Items will remain your responsibility until they reach our store. Straight line recommends you use a postal service that insures you for the value of the goods you are returning and/or obtain proof of posting.Once we have received the goods we will process your return. Please note during peak times there may be a delay in processing your request. If you are exchanging goods we recommend you contact us promptly to ensure your size/colour request can be met. We are not responsible for stock selling out or becoming unavailable during an exchange period.Updating Account Information. It is your responsibility to keep your account information up to date. With an account you can review your order history, submit returns and repeat previous orders.