Refund policy


We want you to be completely satisfied with your purchase. If you're not happy with your order, you may request a return within 30 days of delivery, provided the following conditions are met:

  • The item must be unused and in original condition.
  • It must be returned in its original packaging (including all accessories, manuals, labels, and protective materials).
  • Returns showing signs of use, wear, damage, modification, or installation will not be accepted.
  • Return shipping costs are the responsibility of the customer.
  • The customer is fully responsible for the shipment’s condition and liability during return transit, including if it is lost, stolen, delayed, seized, or damaged before reaching our facility.

🇺🇸 United States Orders – Duties & Returns (Delivered Duties Paid)

Orders shipped to the United States are sent Delivered Duties Paid (DDP). Import duties, tariffs, and customs clearance fees are paid by Blu-Sub on the customer’s behalf at the time of import.

Because these charges are paid to customs authorities and are generally non-refundable once a shipment has cleared import, import duties, tariffs, and clearance fees are non-refundable in the event of a return, even if the item is returned unused.

If a return is approved for a U.S. order:

  • Refunds will be issued excluding any import duties, tariffs, or clearance fees
  • Alternatively, a store credit may be issued for the full product value at Blu-Sub’s discretion
  • Return shipping costs remain the responsibility of the customer unless the item is defective or shipped in error

🌍 International Orders (Outside Canada & United States)

For all international orders shipped outside of Canada and the United States, shipments are sent Delivered at Place (DAP). The customer is solely responsible for all import duties, taxes, tariffs, brokerage fees, and customs clearance charges imposed by the destination country.

Any such charges are non-refundable and Blu-Sub does not reimburse duties, taxes, or clearance fees incurred for international shipments outside the United States.

🚫 Exclusions – Refused & Undeliverable Shipments

Refused or rejected shipments are not considered returns.

  • Orders that are refused, rejected, or abandoned due to unpaid duties, taxes, brokerage fees, customs clearance issues, or carrier requests are not eligible for return or refund.
  • If such a shipment is returned to Blu-Sub, all incurred costs (outbound shipping, return shipping, duties, taxes, brokerage, storage, and carrier fees) will be deducted from any eligible reimbursement.
  • If total incurred costs equal or exceed the value of the goods, no refund will be issued.
  • Where costs incurred exceed the order value, Blu-Sub reserves the right to recover outstanding amounts from the customer.

❌ Non-Returnable Items (Custom & Special Orders)

Custom products are non-returnable and non-refundable. Any item defined as “custom,” “built-to-spec,” “made to customer drawing,” “engraved,” “modified,” or otherwise customized for your application cannot be returned.

Examples include (but are not limited to): custom aluminum end-caps, custom-machined flanges, altered cable lengths or terminations, non-standard finishes or colors, and components drilled, tapped, assembled, or configured to non-standard specifications.

  • If a product page, quote, order confirmation, invoice, or email correspondence identifies the item as custom, it is not eligible for return.
  • Cut-to-length materials, opened consumables, and electronics with broken tamper seals are not eligible.

📦 Completeness of Returns

  • Kits and assemblies must be returned complete with all original components.
  • Partial returns of kit components are not accepted.
  • Items that have been installed, submerged, potted, soldered, crimped, programmed, or integrated into a system are not eligible.

📝 How to Request a Return

Eligible returns must be requested through your Blu-Sub account. Sign in at account.blu-sub.com and select Request return for the applicable order within the 30-day return window.

Unauthorized returns shipped without prior approval may be refused.

📦 Packing & Shipping Your Return

  • Use a trackable and insured shipping method and retain your tracking number.
  • Items must be packaged securely. Damage caused by inadequate packaging will void eligibility.
  • International returns: shipments must be clearly marked as “Returned Goods”. Any duties, taxes, brokerage, or carrier fees incurred by Blu-Sub to receive the return may be deducted from your refund.

🔍 Inspection & Refunds

  • All returns are subject to inspection and functional testing upon receipt (typically 3–10 business days).
  • If approved, refunds are issued to the original payment method, minus:
    • Original outbound shipping charges
    • Any return shipping, brokerage, duties, taxes, or carrier fees incurred
  • If an item is found to be used, damaged, incomplete, or otherwise ineligible, we will notify you. You may choose to have the item returned to you at your expense.

⚠️ Defective, DOA, or Incorrect Items

  • If you receive a defective-on-arrival (DOA) item or the wrong product, submit a return request within 7 days of delivery, including a description and clear photos.
  • If confirmed, we will provide an appropriate remedy (repair, replacement, or refund) in accordance with our warranty and availability.
  • Damage occurring during transit is the responsibility of the carrier. Please file a claim directly with the carrier; we can assist with documentation.

🔁 Exchanges

Exchanges may be accommodated for eligible, non-custom products in new, unused condition. Availability depends on stock and current lead times. New shipping charges apply.

💼 Restocking & Handling Fees

  • We do not normally charge restocking fees for standard items returned in new, resalable condition within the 30-day window.
  • If re-inspection, repackaging, or refurbishment is required, a reasonable handling fee may apply. You will be notified before processing.

🚫 What’s Not Refunded

  • Original shipping charges, expedited shipping upgrades, or insurance premiums.
  • Duties, taxes, brokerage, clearance, storage, or carrier fees.
  • Costs resulting from refused shipments or customs-related delays.
  • Loss or damage caused by improper packaging or missing components.

This policy does not affect your statutory consumer rights where applicable.

We strongly recommend using a trackable and insured shipping method for all returns.