Returns & Refunds

CHRISTMAS RETURNS 2020-2021:

 

Wouldn’t it be great if all your surprise Christmas gift purchases for your nearest and dearest are '... not too big, not too small, but just right'. If you don't get it right first time we’ve extended our usual return policy, allowing you a little longer, to return your unwanted purchase for an exchange or refund. Christmas Gift purchases from Monday 5th October 2020 may be returned to us if received by Monday 11th January 2021**.  We’ll grant you your post Christmas Wish, if you help us to help you, by following the simple steps below - as per the return information leaflet also enclosed with your purchase. 

 

** PLEASE NOTE ITEMS RETURNED LATE (after 11th Jan 2021): an exchange may be offered solely at our discretion, any refund offered will be by Credit Voucher for use online against future purchases from Watersports Warehouse.

 

STANDARD 28 DAY RETURNS & REFUND POLICY

To help us help you, where possible, do please contact us either by e-mail to: team@undersea.co.uk, or phone us on 01736 751066 so we may issue a Return Reference Number, before sending the goods, 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.

 

Your return item(s) should be suitably and considerately re-packaged and include any/all manufacturers labels/tags, information, instructions, warranty information, bags etc as supplied to you. 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 and show your returned item(s) some love & care so we may receive it in the same condition as received by you. If you are returning a wetsuit (of any type) please ensure the wetsuit is considerately re-packaged and not folded shoulder to shoulder nor packed too tightly as this will create excessive creasing. We reserve the right to refuse to exchange/refund and return your goods to you if the goods are not fit for re-sale.

 

Unfortunately, due to current circumstances we continue to operate with reduced staffing levels, inevitably this may result in a delay in processing exchanges/ refunds. Parcels are initially quarantined on receipt.  Please do not hesitate to re-order online if you wish to speed up the exchange process.

 

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.

 

Please take reasonable 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).

 

Royal Mail offer a Certificate of Posting for low cost/lightweight items, and trackable services, eg: Recorded or Special Delivery, for higher value items. There is also the Collect+ service which for many can provide a more convenient and possibly low cost alternative to some Royal Mail postal services, particuarly for bulkier/heavier items.

There are over 7,000 Collect+ points, open from early morning until late evening, 7 days a week and include many local convenience stores, petrol stations, universities and shopping centres. 

If you wish to send an item to us using CollectPlus the link below will take you to their site where you can select and pay for the service you wish to use to send your parcel to us. To find your local Collect+ stores go to 'Find a Store' and enter your post code.

Please remember your parcel should be considerately re-packaged and secure for its return journey to us. CollectPlus handle parcels within maximum dimensions of 60x50x50cm and weighing less than 10kg. 

 

Collect Plus

 

We cannot accept responsibility for goods lost as a result of being returned to us. 

 

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. 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), any exchange offered will be solely at our discretion, any refund offered will be 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 and 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 receive a defective product, please email us at team@undersea.co.uk to arrange an exchange or refund. You may also phone us on 01736 751066, this number is available Monday to Friday, 9.30am-5.30pm. We aim to replace any defective items with replacements. If this is not possible we will refund you. Exchanged items will only be sent after we have received the defective item back from you in its original manufacturers packaging at your own cost.

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.