Brand and product type, the serial number, purchase date and proof of purchase, a short description of the issue and, if possible, photos or a brief video. These help us diagnose quickly and give you precise guidance.

Once we receive your report, support reviews it within one business day. If the case involves an in-warranty item or a partner shop, we usually respond even faster. You will be contacted by email or phone with the next step: either technical guidance, a return for inspection, or the dispatch of a spare part.

Not always. First we check whether the issue can be resolved remotely with usage instructions, a technical adjustment or a part replacement when a spare is available. Only if an on-site inspection is required will we ask you to send the product to our facilities; we will guide you step by step.

If the warranty has expired, we will inform you of any possible costs (spares or repair) before we proceed. You decide whether to approve the work; nothing moves forward without your consent.

Yes. If you are a shop, diving centre or partner, you may file the form on your customer’s behalf. Please add the owner’s details, accurate product info and purchase documents. Alternatively, you can guide your customer to submit the report directly.

Not always; and never without you knowing first. If the fault is covered by warranty, there is typically no charge. If not, we will outline any potential costs (spare parts, transport, labour) and proceed only with your approval. We believe in clear processes and support every customer with honesty, without small print.