Refund & Return Policy

Order Acceptance & Pre-Production Status

All CudaJet products are manufactured on a made-to-order basis. Orders placed through the website are subject to verification and formal acceptance by CudaJet Ltd prior to production commencing.

CudaJet Ltd is under no obligation to commence production until an order has been formally accepted.

Until an order has been formally accepted and production has begun, the order is considered to be in a pre-production status.

During this stage, CudaJet Ltd reserves the right to cancel or decline any order in accordance with its Terms of Service.

Verification & Pre-Acceptance Cancellations

Where an order is cancelled prior to formal acceptance due to:

• Failure to complete required verification procedures,
• Failure to respond to verification requests within the required timeframe,
• Inability to satisfactorily verify the customer or transaction at CudaJet Ltd’s sole discretion, or
• Identification of fraud, compliance, or security risks,

CudaJet Ltd reserves the right to retain a reasonable administrative and processing fee of up to 10% of the total order value, with the remaining balance refunded to the original payment method.

This fee reflects costs incurred, including but not limited to:

• Payment processing and transaction fees
• Currency conversion and financial losses
• Fraud prevention, compliance and security procedures
• Administrative handling and order processing

The administrative fee is proportionate to the costs incurred and reflects the non-recoverable nature of these services.

Distinction Between Pre-Production and Post-Acceptance

For the avoidance of doubt:

• Orders that have not yet been formally accepted by CudaJet Ltd are not considered to be in production.
• Orders that have been accepted and entered into production are subject to the full non-cancellation and non-refund terms outlined in this policy.

Refund Processing

Where a refund is issued prior to order acceptance:

• Any applicable transaction, processing, or currency conversion fees incurred during the original payment may be deducted from the refunded amount where permitted by law and payment processor policies.
• Refunds will be processed within a reasonable timeframe, subject to financial processing procedures.

All CudaJet products are made to order and, once an order has been formally accepted and production has commenced, are non-refundable and non-returnable under any circumstances, except in the event of a confirmed manufacturing fault.

If you believe your product is faulty, you must notify us in writing within 14 days of receiving your order by contacting sales@cudajet.com.
You must provide your order number, proof of purchase, and evidence of the fault (such as photographs or videos).

If a return is authorised:

• The product must be returned in the same condition it was delivered.
• You are responsible for return shipping costs unless otherwise agreed.
• Any return shipping must be pre-approved by CudaJet. We will not refund return shipping costs that were not agreed in advance.
• Items returned without prior written approval may not be accepted.

Once we have received and inspected the product, if a manufacturing defect is confirmed, we will issue either a repair, replacement, or refund, at our discretion.
If a fault is confirmed, we will also refund any reasonable return shipping costs that were pre-approved.
Please allow up to 30 working days for inspection and processing.

Returns due to change of mind are not accepted under any circumstances.

Customer Service or Complaints

If you have any questions or would like to make a formal complaint, please contact us at customerservice@cudajet.com. 

CudaJet Warranty

Warranty Coverage
Effective for all products ordered from April 2025 onwards, CudaJet provides a 24-month (2-year) limited manufacturer warranty for the CudaJet Underwater Jetpack, starting from the date of delivery.

The warranty covers manufacturing defects occurring within the 24-month period and includes necessary repairs at no charge, provided the issue is covered under warranty.

This warranty does not cover:

• Normal wear and tear
• Routine servicing, inspections, or maintenance costs
• Damage resulting from improper use, accidents, neglect, or environmental exposure (such as corrosion from failure to rinse after saltwater use)
• Damage caused by unauthorised modifications, disassembly, tampering, or repairs

Any unauthorised modification, tampering, or disassembly will immediately void the warranty and may result in removal from CudaJet’s customer base.

All shipping costs related to warranty assessments, repairs, or returns are the responsibility of the customer, regardless of whether the issue is ultimately deemed covered under warranty.

Hard Case Warranty
The Peli hard case supplied with your CudaJet is covered separately by Pelican’s Lifetime Guarantee of Excellence. Any claims relating to the case must be made under Pelican’s warranty terms.

As a complimentary service, CudaJet is happy to assist customers by liaising directly with Pelican on their behalf to facilitate warranty claims relating to the transport case. Please note, this service is offered at our discretion and does not form part of the CudaJet manufacturer warranty.

 

Warranty Activation
To activate your warranty, you must complete and return the signed Warranty Registration Form within 14 days of receiving your product.
Failure to complete registration within this timeframe may invalidate your warranty.

Important:
The Underwater Jetpack must not be used until you have:

• Completed and returned the signed Warranty Registration Form, and
• Fully read and understood the CudaJet User Manual.

Use of the product before meeting these requirements may result in damage not covered by warranty.
Damage caused by misuse, improper operation, or failure to follow the User Manual will invalidate the warranty.

 

Warranty Claim Procedure
To initiate a warranty claim, please contact CudaJet customer service with:

• Proof of purchase
• Product serial number
• A detailed description of the issue
• Photographs and/or videos documenting the problem

Our team may request further information for assessment.
If the issue is found to be covered under warranty, CudaJet will carry out the necessary repairs at no charge (excluding shipping).

 

Evaluation, Quotation, and Disposal of Parts
Upon receipt of a returned product for evaluation:

• CudaJet will conduct a full technical assessment and provide a repair quotation detailing parts and labour.
• Any parts deemed unsafe, unrecoverable, or critical to safety will be immediately and permanently disposed of, without prior notification, to ensure customer safety.

If you wish to retain any replaced parts, you must notify us in writing before the unit is shipped to us.
Please note: parts identified as unrecoverable or critical to safety cannot be returned under any circumstances.

 

Part Replacement Requirement
For any warranty claim involving the replacement of a part, the defective component must be returned to CudaJet prior to the issuance of a replacement. This process allows us to verify that the component has not been damaged due to misuse, improper handling, or tampering, and helps prevent fraudulent claims. Failure to return the defective part may result in the denial of the warranty claim or a revised repair quotation.

 

Repairs
Repairs will be performed using the latest available parts to maintain our high-quality standards. We do not use old or refurbished parts, ensuring all repairs utilise current, factory-standard components.

 

Confidentiality of Internal Components
The internal components of our products are confidential and proprietary. We do not disclose or provide any images, diagrams, or detailed descriptions of these components under any circumstances. Communication regarding repairs will be limited to general status updates or explanations necessary to inform the customer of progress, without revealing any proprietary design, technology, or internal structures.

 

Repair Quotes and Disagreements
Repairs will only proceed once you approve the quoted costs. If you decline the repair quote, the unit will be held at our facility. Should you choose not to proceed or fail to respond within 30 days, we reserve the right to either dispose of the unit or charge a storage fee. You will be notified prior to any storage charges being incurred.

 

Any further questions please contact sales@cudajet.com