Customer Service

Return and Exchange Policy

Returns and Exchanges

We want you to be thrilled with all Apeks products purchased directly from Aqua Lung/Apeks and its authorized retailers. So, if you're not satisfied with your purchase for any reason, simply return the unused product within 30-days for a full refund or you can exchange a used product under our 30-Day Satisfaction Guarantee1.

30-Day Satisfaction Guarantee1

If you are not 100% satisfied with the use and enjoyment of your purchase, you may exchange it for an item of like product within thirty (30) days of the purchase date...

Returning a product ...

If you purchased your product through an authorized Aqua Lung/Apeks dealer, please return it there. Aqua Lung/Apeks stores cannot, unfortunately, accept returns of products purchased from apeksdiving.com or by phone. Also, Aqua Lung/Apeks does not accept returns of Apeks products purchased from unauthorized retailers.

If you purchased a product on apeksdiving.com and feel that it just isn't right for you:

  1. Call 1-800-757-1172 to obtain a Return Material Authorization (RMA) number. This number helps us quickly track the status of your return
  2. Simply return the unused product in its original packaging. If you do not have the original box, mention this to the customer service representative when you call
  3. Write the RMA number clearly on the outside of the shipping box
  4. Be sure to use a package-shipping service such as United Parcel Service, Federal Express or the United States Postal Service that is able to track shipments. Ship the package to:
  5. Aqua Lung
    Returns and Exchanges, RMA # __________
    2340 Cousteau Court
    Vista, CA 92081
  6. When we receive your return, we will credit the payment method used to make the purchase, excluding the cost of shipping. Aqua Lung/Apeks refund policy does not include the cost of shipping your purchase back to Aqua Lung/Apeks. Please allow several days for the refund to be processed.

Exchanging a product ...

If you purchased your product at apeksdiving.com and you need exchange it, you may do so within 30 days by following the instructions above. Aqua Lung/Apeks Authorized dealers cannot, unfortunately, accept exchanges of products purchased directly from apeksdiving.com or by phone. Also, Aqua Lung/Apeks does not accept returns of Apeks products purchased from unauthorized retailers.

If you are experiencing any issues with a product purchased on apeksdiving.com, you can either contact one of our local authorized Aqua Lung/Apeks Retailers by visiting apeksdiving.com or give us a call at 1-800-757-1172 and we will be glad to assist you.

Returning or exchanging a holiday gift ...

If you receive a holiday gift purchased directly from apeksdiving.com between November 1 and December 31, you have until the following January 31 to return or exchange it. Please follow the instructions above.

Unauthorised Dealer Warning

Unauthorised Dealer Warning

If you obtain Apeks products from an unauthorised dealer, your warranty will not be valid, and we cannot offer you the assurances of quality and satisfaction afforded by the Aqua Lung/Apeks Warranty Program. To verify whether or not a retailer is an authorised Aqua Lung/Apeks Dealer, please check our dealer locator which you will find please check our dealer locator, which you will find under the Support tab at the top of this page.

Warranty Information

Product Warranties

(covers those products labelled Apeks)

When a consumer buys Apeks products from an Authorised Aqua Lung/Apeks dealer, they are buying from trained professionals who can instruct them on the proper and safe use of the equipment.

WARNING:
It is dangerous for untrained and uncertified persons to use the equipment covered by these warranties. Therefore, use of these products by an untrained person renders any and all warranties null and void. Use of scuba equipment by anyone who is not a certified diver, or receiving training through a recognised certification agency, shall render void all warranties, expressed or implied.

Registering your product(s) with Aqua Lung America

As Technology improves, registering product online has become the most effective way to capture and maintain warranty registrations. Online registration allows Aqua Lung to maintain an accurate customer data base while remaining environmentally responsible. In addition, it allows us to monitor for unauthorized dealer sales and communicate important information. By registering your purchases online, you are helping us to provide better support to you.

When you purchase a regulator, alternate air source, buoyancy compensator from an Authorized Aqua Lung/Apeks Dealer, please ask your dealer to register your product online or visit the Product Registration page.

Ask your Authorized Aqua Lung Dealer about our Online Warranty Registration Bonus Offers

Warranty Programmes

Warranty Types:

30-Day Satisfaction Guarantee1

Buy with confidence! If your Aqua Lung/Apeks product falls short of your expectations, simply return to your Authorized Aqua Lung/Apeks retailer within 30-days of purchase along with the original receipt and exchange it for another Aqua Lung/Apeks product.

Limited Warranty

Aqua Lung/Apeks warrants to the original purchaser for a period of time (specified below for each product) from the date of purchase, that the product will be free from defects in materials and workmanship, provided that it receives normal use, proper care and prescribed dealer service subject to the limitations listed below. The limited warranty is extended only to the original purchaser for purchases made from an Authorised Aqua Lung/Apeks Dealer and is not transferable. This warranty is limited to repair or replacement only at the discretion of Aqua Lung/Apeks. Warranty coverage does not extend to damages caused by improper use, improper maintenance, neglect, unauthorised repairs, modifications, accidents, fire, casualty or normal wear and aging. Cosmetic damage(s), such as scratches, nicks and fraying are not covered under warranty except when the product is new, out of the original packaging. This warranty does not extend to equipment used for commercial or military purposes.

Warranty by Product Category

Regulators:

Limited Lifetime Warranty
This warranty will cover the original owner of the regulator against defects in parts or workmanship for the lifetime of the regulator if the regulator is:

  1. Purchased from an Authorized Aqua Lung America Dealer
  2. Inspected or serviced annually by an Authorized Aqua Lung America Dealer as outlined in the "Free Parts for Life" Program.

BCs, Donuts and Wings:

Limited Lifetime Warranty – See your Aqua Lung retailer or refer to your owners manual for more.

Buoyancy Compensator Replacement on a Pro-Rated Basis

Buoyancy Compensator under the Limited Lifetime Warranty that malfunction due to material or manufacturer defects that have also had a significant amount of use will be replaced on a pro-rated basis. Prorating will be determined by a percentage factor based on the condition of the product and how long the product was used prior to the warranty claim. This can be useful to evaluate Limited Lifetime Warranty claims since the warranty period is for the "useful life of the product" and not a set length of time. The following guidelines should be used in determining what pro-rated percentage will be used.

Pro-Rated Values for products sold at retail

Pro-Rated Values for products sold at retail Aqua Lung/Apeks Pays Customer Pays
Like new and less than 2 years old 100% 0%
Slightly used and less than 5 years old 75% 25%
Very used and more than 5 years old 50% 50%
Worn out 0% 100%

Analog Gauges and Compasses:

Two-Year Limited Warranty

Fins:

Two-Year Limited Warranty

Bags:

Traveler Bags: Lifetime Warranty, Tour (Change Tour to “Explorer”) Series Bags: Two-Year Limited Warranty

Boots:

Lifetime Warranty against sole separation from upper, and 1 year Limited Warranty

Gloves:

One-Year Limited Warranty

Drywear:

  • Seams and Materials: Three-Year warranty on defects related to workmanship, materials and Seams
  • Zippers and Valves: One-Year warranty from defects in materials and workmanship
  • Seals: Three-Month warranty from defects in material and workmanship

Making a Warranty Claim

Warranty Claims

(covers those products labelled Apeks)

If you are the original owner of an Apeks product that is determined to be defective in any way, please return it to your local Authorized Aqua Lung/Apeks Dealership. Please provide your dealer with photocopies of your original sales receipt along with any service records you may have. If your local dealer determines that you have a valid warranty issue and they are unable to take care of it in their place of business, they will send it back to Aqua Lung/Apeks for evaluation.

If you need assistance locating an Authorized Aqua Lung America Dealer in your neighborhood, please use the Dealer Locator.

Serial Number Locations

Serial numbers DO NOT contain the letters "EN" or "CE". These numbers refer to a European Standard for that product. If you cannot locate your serial number, please refer to the following information for assistance.

Regulator

Serial number location
  • 1st stage - The serial number is readily visible on the first stage. The serial number is a 4 digit number followed by a space and then a 4 digit number (Example: 1305 1449). It is NOT "EN250" or "CE 0098."
  • 2nd stage - On current models, it is located on the bottom of the second stage towards the front cover.
  • On earlier models, the serial number is located on top of the mouthpiece tube. With your thumb, lift the top leading edge of the mouthpiece, near the tie wrap. You should be able to read the serial number without completely removing the mouthpiece.

Buoyancy Compensator

Serial number location
  • The serial number is under the back pad of the BC. It can also be located inside the BC pocket.
  • WARNING tag - The tag is sewn inside the pocket.

Free Parts for Life Program

Free Parts for Life Program (Regulator Service Agreement)

The Free Parts for Life Program allows the customer to receive free parts when the regulator is due for overhaul. Free parts consist of the normal replacement items as found in the Regulator 1st & 2nd Stage Service Kits. Labor charges are not covered. Assuming the program guidelines are followed, the Free Parts for Life Program will apply to the life of the regulator and will significantly reduce the cost of ownership. This program is in addition to the standard product warranties outlined in the owner’s manual.

The Free Parts for Life Program is a commitment by you (the Regulator owner), your Aqua Lung/Apeks Dealer and Aqua Lung/Apeks. To participate, you must be the original owner and have purchased the regulator from an Authorized Aqua Lung/Apeks America Dealer. The regulator must be brought to an Authorized Dealer at least once a year for inspection or overhaul according to the below schedule:

  • Year #1: Inspection
  • Year #2: Overhaul
  • Year #3: Inspection
  • Year #4: Overhaul
  • Etc.

To keep the Free Parts for Life Program active, both inspections and overhauls need to be documented in the Annual Service & Inspection Records included in the Owner’s Manual CD or can be found online here. If an inspection or overhaul is missed, the regulator no longer qualifies for the Free Parts for Life program.

Visit your local Aqua Lung Dealer for more information.

Recall Notice

Novemer 2014 - Recall Notice - Apeks Black Ice

  • November 2014 - Recall Notice – SureLock™II Weight Pocket Handle
  •