At The Ocean Motion, we stand behind the quality of our professional aquatic safety equipment. We want you to be completely satisfied with your purchase. If for any reason you’re not, we offer a straightforward returns and exchanges process for our lifeguard teams and aquatic facilities.

Key Policy Highlights

  • Return Window: 15 days from delivery date
  • Condition: Items must be unused, in original packaging with tags attached
  • Processing Time: 3-5 business days after we receive your return
  • Non-Returnable Items: AED Units & Cabinets, First Aid and Safety Kits (see details below)

Returns Process

Step 1: Initiate Your Return

Email our customer service team at [email protected] within 15 days of receiving your order. Please include:

  • Your order number
  • Item(s) you wish to return
  • Reason for return
  • Whether you prefer an exchange or refund

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Body:
Dear The Ocean Motion Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]).

Items to return: [List item names and quantities] Reason for return: [Brief explanation] Preference: [Refund or Exchange for (specify item if exchanging)]
Please advise on next steps.

Sincerely,
[Your Full Name] [Your Contact Information]

Step 2: Receive Return Authorization

Within 1-2 business days, we’ll email you:

  • Return authorization number
  • Shipping instructions
  • Return address (1828 Blue Spruce Lane, Baltimore, MD 21212 USA)

Step 3: Ship Your Return

Package your items securely in the original packaging and include all tags and accessories. Affix the return label we provide (for U.S. returns) or follow the international return instructions.

Note: Customers are responsible for return shipping costs unless the return is due to our error.

Step 4: Refund or Exchange Processing

Once we receive and inspect your return:

  • Refunds: Processed within 3-5 business days to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Exchanges: Shipped within 1-2 business days after approval

You’ll receive email confirmation when your refund is issued. Depending on your financial institution, it may take 3-10 business days for the refund to appear on your statement.

Non-Returnable Items

For health and safety reasons, the following professional equipment cannot be returned or exchanged unless defective:

  • AED Units & Cabinets
  • First Aid and Safety Kits (if opened)
  • Custom or special-order items

If you receive a defective item from these categories, please contact us immediately at [email protected] with photos of the issue.

International Returns

For returns outside the United States:

  • Mark the package as “Returned Goods” to avoid customs fees
  • We recommend using a trackable shipping service
  • Original shipping costs are non-refundable
  • Refunds will be issued minus any restocking fees (15% for international returns)

Need Assistance?

Our aquatic safety specialists are here to help with any return questions:

Email: [email protected]
Phone: +1 (410) 555-OCEAN
Hours: Monday-Friday, 8am-5pm EST