Returns & Refunds


STANDARD 28 DAY RETURNS & REFUND POLICY

To help us help you, where possible, we kindly request that you firstly please contact us, drop us an e-mail: team@undersea.co.uk, or phone us on 01736 751066, so we may issue a Return Reference Authorisation Number, before sending your items to us, Monday to Friday, 9.30am-5.30pm. Please advise which item(s) is/are to be returned.  Please write your Returns Reference Number clearly on the outside of your parcel and on any correspondence. Please do not write on, label or sellotape the original manufacturers packaging as supplied with the product/item. We are available to to accept your returned parcel during our normal working hours.  Therefore a parcel must not be left outside the premises when we are not here .

 

We do hope you will take reasonable care of the item(s) you wish to return as we reserve the right to refuse an exchange/refund and return the goods to you if they are not fit for re-sale.  Please help us show your item(s) some love & care so we may receive it in the same condition as received by you - someone else may have the enjoyment of receiving your unwanted item in the future. 

 

Your return item(s) should be considerately re-packaged and include any/all manufacturers labels/tags, information, instructions, warranty information, bags etc as supplied to you. We reserve the right to refuse to exchange/refund and return your goods to you if the goods are not fit for re-sale. Please take care of the item(s) you wish to return and send it to us by a suitable method and at your expense - apologies but we are unable to offer a free return service.

 

If you are returning a wetsuit (of any type) please ensure the wetsuit is carefully and considerately re-packaged in appropriately sized packaging. Please do not fold the wetsuit shoulder to shoulder nor pack it too tightly as this will create excessive creasing. 

 

Please ENCLOSE A NOTE TO CONFIRM so we know what you wish us to do; the exchange/refund details; confirm the exchange product details and your re-delivery address, bear in mind a signature is usually required for items over £100.  If you prefer please do not hesitate to re-order online if you wish to speed up the exchange process.

 

Royal Mail offer a Certificate of Posting for low cost/lightweight items, and trackable services, eg: Recorded or Special Delivery, for higher value items. We cannot accept responsibility for delayed/lost or damaged goods or any failures within the postal/delivery services as a result of items being returned to us.

There are now numerous parcel delivery services available including Royal Mail & for sending bulkier/heavier items, Evri, Yodel, ParcelForce, Collect+, Parcel to Go, to name a few, all offer a variety of competitive delivery services. 

We are able to accept your returned parcel Monday-Friday only during our normal working hours. Whichever parcel service you choose please ensure your returned parcel is not left outside our building when our premises is unoccupied (we are not here weekends/bank hols/public hols).

 

We aim to handle your exchange request promptly although during busy periods this may take 3 working days from receipt. If you wish you may prefer to re-order online & simply request a refund for your returned items. 

 

REFUNDS will only be made to the original card/payment method used for the purchase and can take 10 to 14 days to process. We will notify you by email once your refund has been processed by us, the refund should appear on your account a few days later, typically 3 to 4 banking days, but can occasionally take up to 10 banking days, this is outside of our control.

Please also note any discount/promotional offer applied to your order which then reduces the total goods order value below any threshold amount will be deducted from the refund value of the goods returned.

 

If your purchase is being returned outside our usual 28 Day Return Policy (from date of purchase), we may exchange an item only, or any refund offered will be solely at our discretion and made by credit voucher for use against future online purchases from Watersportswarehouse.co.uk

 

Please note: we are unable to refund postage/packing costs for incorrect/unsuitable items ordered which are then returned to us.

 

Our address for all correspondence / returns:

Watersports Warehouse, 7 Hayle Industrial Park, Hayle, Cornwall TR27 5JR

 

We guarantee all of our products to be free of defects for 90 days, most are covered by the manufacturers warranty for 12 months. If you feel you have received a defective product, please email us at team@undersea.co.uk within 2 days of receipt.  We may ask you to e-mail images of the item/defect, we may ask you to return the product to us. We will always try to minimise any inconvenience and resolve the problem for you as soon as possible although we may also need to refer to the manufacturer. We will always aim to replace a defective item with a replacement but if this is not possible we will refund you. Replacement items will usually be sent once we have received the defective item back from you in its original manufacturers packaging at your own cost.

 

If an item is returned to us as faulty but upon inspection by us does not have a manufacturing fault/defect, return carriage will not be refunded. 

 

Warranty on all items sold by us is limited to the replacement cost of the item purchased and does not cover any consequential loss/out of pocket expenses.

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