Refund policy
Quality Control
With all items we send from our warehouse we go through a thorough quality control check to ensure the items arrive with you in a good working condition. We also make sure to package our items properly to make sure they don’t get damaged in transit, however we do understand that damage can occur during transit with the courier.
In your parcel you will see an order form/invoice. This will have been signed by a member of our packing team to show they have checked over the item to see it is in good working condition and that it is the correct product. If we notice any defects with a product prior to sending and it is the last one we have in stock, we will contact you before we send it to make you aware and to see if you are still happy to receive the product. In most of these cases we are also happy to offer you a percentage discount on your order if you are happy to have the product.
If you think you have received the wrong item or an item that has been damaged in transit please contact us at info@wetsuitcentre.co.uk and include images of the damage.
Returns Policy
We offer a 30-day returns policy for eligible items purchased through our website. The 30-day period begins on the day you receive your order.
This policy is in addition to your statutory consumer rights. Different rules apply where an item is faulty, damaged, incorrectly supplied or not as described.
For change-of-mind returns, customers are responsible for the return cost unless we have agreed otherwise. If an item is faulty, damaged in transit, incorrectly supplied or not as described, please contact us before returning it so that we can arrange an appropriate return method at our cost.
For health and hygiene reasons, we cannot accept change-of-mind returns of sealed goods that are not suitable for return once their protective or hygiene seal has been removed. This may include cosmetics, earrings, swimwear and similar products.
Swimwear may be returned only if it has not been worn, all tags remain attached and the hygiene strip is intact. These exclusions do not apply where an item is faulty, damaged or not as described.
During the statutory cancellation period, you may handle an item only as much as reasonably necessary to inspect it, in the same way that you could in a shop. We may reduce a refund where handling beyond this has diminished the item’s value.
Faulty, Damaged or Incorrect Items
If an item arrives faulty, damaged, incorrectly supplied or not as described, please contact us at info@wetsuitcentre.co.uk and provide your order number and, where possible, photographs showing the issue.
Please do not arrange and pay for the return before contacting us. Where the item is faulty, damaged, incorrectly supplied or not as described, we will arrange an appropriate return method at no cost to you.
Your statutory rights are not affected by our quality-control procedures or by any manufacturer’s warranty.
UK Orders
To make a UK change-of-mind return, please use our online returns portal. A return-postage charge of £4.99 will be deducted from your refund if you use this service. There is no return-postage charge when using the portal for an eligible exchange.
The £4.99 charge does not apply where we have confirmed that the item is faulty, damaged, incorrectly supplied or not as described.
Items returned under our voluntary change-of-mind policy must be unworn and unused, with all original tags, hygiene seals and packaging intact.
Please note: For change-of-mind returns, larger items must be returned at your own cost. If a larger item is faulty, damaged, incorrectly supplied or not as described, please contact us so that we can arrange an appropriate return method.
For purchases through our Retail and Outlet Stores you have 30 days from the purchase date to return eligible items for a full refund or exchange, as long as the returned items are in their original condition with all tags and hygiene stickers intact. Items must be unworn and unused, with no visible signs of wear.
If an item is damaged from use it will need to go through the warranty process, please email us at info@wetsuitcentre.co.uk with clear images and a member of our warranty team will assist you from there.
We cannot accept returns on cosmetic products, e.g. SPF products, lip balms, hair products, nail varnishes etc. and certain jewellery items like earrings for hygiene reasons.
Swimwear may be returned only if it has not been worn, all tags remain attached and the hygiene strip is intact. These exclusions do not apply where an item is faulty, damaged or not as described.
Return address:The Wetsuit CentreUnit 4 Station ApproachAshley RoadBournemouthUnited KingdomBH1 4NB
Exchanges
For UK exchanges, please include a note stating the product and size you require. If the requested item is unavailable, we will issue a refund to your original payment method and send you a refund-confirmation email.
If the replacement item costs more than the original item, please return the original item for a refund and place a new order.
International orders cannot currently be exchanged. International customers requiring a different product or size should return the original item for a refund and place a new order.
In-store returns
For a voluntary in-store return or exchange, please provide the original till receipt. If an item is faulty, we may accept another reasonable form of proof that it was purchased from us.
International Orders
International orders cannot currently be exchanged. If you require a different product or size, please return the original item for a refund and place a new order.
Customers are responsible for the cost of international change-of-mind returns. Please contact us before returning an international order so that we can provide the correct return instructions.
The treatment of duties and taxes may depend on the destination and the way the original order was processed. We will provide the relevant refund documentation, but you should contact us before returning the goods if you require information about duties or taxes.
Return address:The Wetsuit CentreUnit 4 Station ApproachAshley RoadBournemouthUnited KingdomBH1 4NB
We’re always happy to help, so if you need a hand finding an alternative item or the perfect fit, just give us a call on 01202 302943, or send us an email to info@wetsuitcentre.co.uk
Refunds
Refunds will normally be made to the original payment method. We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.
Where you exercise a statutory right to cancel an online order, we will also refund the cost of our least expensive standard delivery option. Additional amounts paid for express, next-day or other premium delivery services are not refundable unless the delivery service was not provided as agreed.
Refunds will be processed without undue delay and no later than 14 days after we receive the returned goods or evidence that they have been sent back.
Commercial Warranty
Wetsuits are supplied with a one-year commercial warranty, and wetsuit accessories are supplied with a three-month commercial warranty, calculated from the date of purchase. These warranties are additional to, and do not affect, your statutory consumer rights.
The commercial warranty covers manufacturing defects such as defective seams, loose stitching, defective zips and collapsed neoprene. Accidental damage, cuts, tears, punctures, misuse, incorrect care and normal wear and tear are not covered.
If you believe an item has developed a manufacturing defect, please email warranty@wetsuitcentre.co.uk with your order number, proof of purchase and clear photographs of the issue.
We may inspect the item and liaise with the manufacturer or supplier as part of the assessment. Depending on the circumstances and your applicable rights, the available remedy may include a repair, replacement, refund or price reduction. Any remedy that you are legally entitled to receive will be provided without charge.
Assessment under the commercial warranty can take several weeks. We will keep you informed of the progress and outcome.
If you feel the item you have purchased from us has a manufacturing defect please contact us via email at warranty@wetsuitcentre.co.uk and we can follow up with next steps. Please include images of the defect in the email as well as your order details such as an order number. If you purchased the item from one of our stores please also send us an image of proof of purchase, this can be a receipt for the item or a bank statement proving payment was made.
Wetsuits returned for assessment must, where reasonably possible, be clean, completely dry and rolled carefully for transport. Wet or unhygienic items may present a health risk and may need to be returned without assessment. We will contact you before taking this action, and any reasonable return charge will be explained in advance.
We at the Wetsuit Centre, the brand in question, or the repair service will not handle wetsuits unless presented in a Clean and Dry condition.
Your statutory rights
This returns policy is in addition to, and does not affect, your statutory consumer rights. UK customers have rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
Customers resident in France or another EEA country may also benefit from mandatory consumer protection rights under the laws of their country of residence. Nothing in this policy is intended to exclude or restrict those rights.