REFUND AND RETURNS POLICY

Last Updated: [Insert Date]

At UK Dive Store, we want you to be completely satisfied with your equipment. We understand that buying diving gear online—especially items like drysuits and BCDs—requires confidence in the fit and function.

This policy sets out your rights to cancel your order, return goods, and receive a refund. It complies with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Your Right to Cancel (Change of Mind)

Under the Consumer Contracts Regulations, you have the right to cancel your order for any reason from the moment you place it until 14 days after your goods are delivered.

To exercise this right:

  1. You must notify us of your decision to cancel by email at [Insert Support Email] within this 14-day period.
  2. Once notified, you have a further 14 days to return the goods to us.
  3. We will process your refund within 14 days of receiving the goods back.

Condition of Returns To receive a full refund, items must be returned in “as new” condition. This means:

  • Unused (never dived).
  • In original, undamaged packaging.
  • With all tags, labels, and protective films attached.
  • With all accessories, manuals, and warranty cards included.

Diminished Value If you handle the goods more than is necessary to establish their nature, characteristics, and functioning (e.g., you wear a wetsuit into a pool or cut the seals on a drysuit), you are liable for any diminished value. We reserve the right to deduct an amount from the refund up to the contract price.

2. Non-Returnable Items (Exceptions)

Due to hygiene, safety, and customisation reasons, certain items are excluded from the standard right to cancel unless they are faulty. These include:

  • Custom-Made Equipment: Drysuits that have been “Made to Measure” or modified to your specific requirements (e.g., P-valves fitted, neck seals changed, pockets added).
  • Hygiene Items: Snorkels, regulator mouthpieces, and ear plugs if the hygiene seal has been broken or the packaging opened.
  • Next-to-Skin Garments: Base layers and swimwear (unless tried on over your own underwear and returned with hygiene strips intact).
  • Gas Cylinders: Cylinders that have been filled with gas. Once a cylinder is filled, it is considered “used” and cannot be returned as new.
  • Software & Media: Dive computer software, training manuals, or digital codes where the seal has been broken or the code redeemed.
  • Servicing Parts: O-rings, batteries, and service kits that have been opened.

3. Drysuit & Wetsuit Sizing

We understand that sizing is the hardest part of buying exposure protection.

  • Trying On: You are welcome to try on drysuits and wetsuits indoors. Please do so in a clean, dry environment.
  • Latex/Silicone Seals: Be extremely careful with latex or silicone seals. Do not trim the seals. If you trim the seals, the suit is yours and cannot be returned.
  • Lubricants: Do not use talc or lubricants when trying on suits if you intend to return them.

4. Faulty or Damaged Goods

If your equipment is faulty, described incorrectly, or not fit for purpose, you have rights under the Consumer Rights Act 2015.

Within 30 Days: If a fault develops within 30 days of delivery, you are entitled to a full refund or an exchange.

After 30 Days (up to 6 months): If a fault develops after 30 days, we have the opportunity to repair or replace the item. If a repair or replacement is not possible or unsuccessful, you may then request a refund.

The Warranty Process: Diving equipment is technical. In many cases (e.g., regulators, dive computers, lights), we will need to return the item to the manufacturer for a technical assessment to confirm the fault is a manufacturing defect and not due to misuse, accidental damage, or lack of maintenance.

  • If the item is confirmed faulty, we will refund your return postage costs.
  • If the item is found not to be faulty (e.g., a “leaking” mask is actually just a poor fit, or a torch flooded due to a trapped O-ring), you will be responsible for the return postage and the cost of shipping the item back to you.

5. How to Return an Item

Please do not send items back without contacting us first.

  1. Request a Return: Email [Insert Email] with your Order Number and reason for return. We will issue a Returns Authorisation Number (RMA).
  2. Pack Carefully: You are responsible for the goods until they reach us. Pack them securely to prevent damage in transit.
    • Tip: Do not stick shipping labels directly onto the product box (e.g., a dive computer box). Place it inside a shipping carton.
  3. Ship: Send the package to the address below. We recommend using a tracked and insured service (e.g., Royal Mail Tracked or DPD). We cannot refund items that are lost in the post.

Return Address: UK Dive Store Returns [Unit Number, Street Address] [City, Postcode]

6. Return Shipping Costs

  • Change of Mind: You are responsible for the cost of returning the goods to us.
  • Faulty/Incorrect Items: We will provide a pre-paid shipping label or reimburse your reasonable return postage costs (standard tracked delivery).

Heavy Goods Warning: Please be aware that returning heavy items (e.g., Twinsets, Lead Weights, heavy Steel Cylinders) can be expensive. We advise checking sizing carefully before ordering heavy freight items.

7. Refunds

Refunds will be processed using the original payment method (e.g., Debit Card, PayPal).

  • We will process the refund within 14 days of receiving the returned goods.
  • It may take an additional 3-5 working days for your bank to show the funds in your account.
  • Original outbound shipping costs will be refunded at the basic rate (i.e., if you chose Express Delivery, we will only refund the cost of Standard Delivery).

8. Exchanges

If you need a different size (e.g., a BCD is too big), the fastest way to secure the correct item is to:

  1. Place a new order for the correct size immediately.
  2. Return the incorrect item for a refund.

Alternatively, you can return the item for an exchange, but stock cannot be reserved until the return is processed.

Questions? If you are unsure if your item is eligible for return, please call our team on [Insert Phone Number] before shipping. We are here to help.