Welcome to www.asktheexpert.nl! These terms and conditions outline the rules and regulations for the use of our website, our online sales platform, and our authorized dive computer service center. By accessing this website, placing an order, or requesting a service RMA, we assume you accept these terms and conditions in full. Do not continue to use www.asktheexpert.nl if you do not agree to all the terms and conditions stated on this page.

1. Definitions

  • Website: www.asktheexpert.nl and its subdomains.
  • User: Anyone who uses or accesses the Website.
  • We/Us/Our: The owners, administrators, and operators of www.asktheexpert.nl (Ask the Expert / DC de Aalscholvers).
  • Customer: Any individual or entity who purchases goods or services from our Website.
  • Products: Any items or services available for sale on the Website.
  • Services: Maintenance, diagnostics, and repair of dive computers and scuba equipment.

2. Use of the Website

By accessing our website, you agree to use it for lawful purposes only and in a way that does not infringe the rights of, restrict, or inhibit anyone else’s use and enjoyment of the website. Prohibited behavior includes harassing or causing distress or inconvenience to any other user, transmitting obscene or offensive content, or disrupting the normal flow of dialogue within our website.

3. Privacy Policy & Intellectual Property

  • Privacy: Our Privacy Policy explains how we collect, use, and protect your personal data. By using our website, you consent to our Privacy Policy.
  • Intellectual Property: Unless otherwise stated, www.asktheexpert.nl and/or its licensors own the intellectual property rights for all material on the Website. All rights are reserved. You must not republish, sell, rent, sub-license, reproduce, or redistribute material from this website without permission.
  • User-Generated Content: We do not filter or review user-generated content (comments/opinions) before they appear. We are not liable for user-generated content or any damages resulting from its appearance on the site.

4. Orders and Payments

  • Order Acceptance: All orders placed through our website are subject to acceptance by us. We reserve the right to refuse or cancel any order for any reason.
  • Pricing: All prices are listed in EUR and are inclusive of VAT unless stated otherwise. We reserve the right to change prices at any time without prior notice.
  • Payment: We accept various forms of payment. By placing an order, you confirm that you have the right to use the payment method provided.

5. Webshop Shipping and Returns

  • Shipping Policy: Shipping costs and delivery times for products will be provided at the time of purchase.
  • Risk of Loss: All items purchased are made pursuant to a shipment contract. Risk of loss and title for items pass to you upon our delivery to the carrier.
  • Returns: For standard webshop products, you have the right to return items within 14 days of receipt in original condition. Contact returns@asktheexpert.nl to initiate. Certain items (custom products, digital downloads, or service-related replacements) are not eligible for return.

6. Dive Computer Service & RMA Policy

  • RMA Requirement: No products should be sent to the Service Center without a valid RMA number. Packages received without an RMA may be rejected or delayed.
  • Service Shipping: You are responsible for the cost and risk of sending the computer to the repair center.
  • Diagnostics & Shipping Fee: To provide an accurate estimate for out-of-warranty repairs, the device must be disassembled. If you decline a repair estimate, or if a unit is found to be non-repairable, a flat fee of € 50,- will be charged. This covers labor for diagnostics, handling, and return shipping within the mainland European Union (EU).
  • International/Non-Mainland: For returns outside the EU or to remote EU territories (islands), additional shipping fees will apply on top of the base diagnostic fee.
  • Safety Protocol: To prevent the use of potentially malfunctioning life-support equipment, any unit returned after a declined repair will be returned disassembled.

7. Warranty Policy

  • Shearwater Manufacturer Warranty: We perform warranty repairs on behalf of Shearwater Research Inc. according to their 2-year worldwide policy. This is a voluntary commercial warranty and exists independently of your statutory legal guarantee against the original seller.
  • Exclusions: Unauthorized repairs, accidental damage, negligence, and damage caused by battery leaks in user-changeable battery models are not covered.
  • Service Warranty: Repairs performed by the Service Center carry a 6-month warranty on the specific work performed and parts replaced.

8. Repair Timelines & Availability

  • Service Goal: The Service Center strives and aims to complete repairs within 5 working days of receipt. This timeframe is provided as a target for planning purposes only; it does not constitute a guaranteed deadline or a contractual right.
  • Extensions: Repair times may be extended due to parts availability, public holidays, shipping delays, or the necessity to forward the device to the manufacturer for specialized assessment.
  • Notice of Absence: Standard timelines are extended during scheduled workshop closures (e.g., medical leave or holidays) as announced on the website header. We are not liable for damages resulting from such delays.

9. Unclaimed Items and Non-Response

  • Closure of RMA: If the Customer fails to respond to a repair quotation, evaluation, or request for information for a period of 90 days, the RMA will be closed.
  • Assumption of Non-Interest: In the event of such a non-response, we will assume the Customer is not interested in the repair or replacement options.
  • Recycling: Upon closure of the RMA, the device and its components will be offered for professional recycling or disposal. The Customer forfeits any claim to the device after this 90-day period.

10. Disclaimer and Limitation of Liability

  • The information on this website is provided “as is.” We make no representations or warranties regarding the availability or accuracy of the material on the website.
  • Diving Safety: Dive computers are secondary safety devices. The Service Center and its operators are not responsible for any diving accidents, injuries, or deaths. It remains the diver’s sole responsibility to follow safe diving practices.
  • Data Loss: We are not responsible for the loss of dive logs or settings. Customers must back up data via Shearwater Cloud before shipping.

11. Governing Law

These terms and conditions are governed by and construed in accordance with the laws of the Netherlands. You irrevocably submit to the exclusive jurisdiction of the courts in the Netherlands, without prejudice to mandatory consumer protection rules in your country of residence.

12. Contact Information

Ask the Expert | Shipping addres: Scheepswerflaan 36, 4941 GZ Raamsdonksveer, NL

General Inquiries: info@asktheexpert.nl

Service/RMA Inquiries: netherlandsservice@shearwater.com

Part of DC de Aalscholvers | Houtstraat 118, 5046 DM Tilburg, NL