Returns & Refunds

We do hope you are happy with your purchase. However, should you wish to return an item(s) for exchange or refund, do please follow the instructions below.  Please return your item(s), carriage paid by yourself, WITHIN 28 DAYS* of despatch by us, for an EXCHANGE OR REFUND.


Care For your Purchase:

Please help by showing your purchase(s) some love & care so we may receive it in the same condition as received by you - another person may then have the joy of ordering and receiving your unwanted item in the future.

Your purchase must be returned with all manufacturers labelling/product info attached and in the complete/undamaged original manufacturers packaging, as this forms part of the product presentation and we do not have replacement manufacturer's packaging. 

 

Contact:

Before sending your items to us we kindly ask that you please contact us, Monday to Friday, 9.30am-5pm, by e-mail: team@undersea.co.uk, or phone: 01736 751066, so we may issue a Return Reference Number.


How to Return:

  1. Please drop us an e-mail or phone to request a RETURN REFERENCE NUMBER before returning your purchase to us.

  2. PLEASE DO NOT WRITE ON / STICK / TAPE THE ORIGINAL MANUFACTURERS PRODUCT PACKAGING, this helps to ensure this remains undamaged as received by you.

  3. Please carefully & considerately re-package your purchase using appropriately sized packaging. If you are returning a wetsuit, of any type, please DO NOT fold the wetsuit shoulder to shoulder, nor overfold nor pack tightly as this will create excessive creasing.

  4. Please enclose a note to confirm what you would like us to do i.e.: exchange/refund details; your re-delivery address. It would also really help us to know the reason for return.

  5. Please write your RETURN REFERENCE NUMBER ON THE OUTSIDE OF YOUR PARCEL & on your enclosed note confirming your return exchange/refund request.

  6. Please take reasonable care of the item(s) you wish to return & send your parcel by a suitable method at your expense. We are available to receive your returned parcel during our normal working hours Monday-Friday (ie: not weekends/BHols). Your purchase/parcel remains your responsibility until received by us from your chosen delivery service. We are unable to accept responsibility for parcels lost or items damaged in transit. If something should go missing in transit to us do let us know and we'll try to help where we can. Thank you.

Exchange Request:

We aim to handle your exchange request promptly although during busy periods this may take 2-3 working days from receipt. During busy sales periods when stock is selling quickly and if you are short on time you may prefer to re-order online & simply request a refund for your returned item(s). 

 

Refund Request:

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 e-mail 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 be aware that any discount/promotional offer applied to your initial order which then reduces the total goods order value below any qualifying threshold amount will be deducted from the refund value of the goods returned.

 

Items Returned Late:

If your purchase is received outside our usual 28 Day Return Policy, from date of purchase, an exchange may be offered at our discretion, or a refund may be offered by e-Credit Voucher to 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.

Return Address:

Our address for all correspondence / returns:

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

Warranty Information:

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 must notify us by email as soon as possible and within 2 days of receiving your purchase.  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 product will usually be sent once we have received the defective item back from you in its original manufacturers packaging/labels etc at your own cost (as per above information).

 

Warranty Limitations: 

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.

 

Faulty Item Return Disclaimer:

If an item you believe to be faulty is then returned to us but upon inspection by us does not have a clear manufacturing fault/defect, return carriage will not be refunded. We reserve the right to refuse a full refund or may return your non-faulty purchase to you.

Should you have any further inquiries regarding our Returns Policy Guidelines, please do not hesitate to contact us via email at team@undersea.co.uk or by phone: 01736 751066.