Refund policy
Returns and Refund Policy
In person purchases returns are to be returned to our store at Unit 2B, Station Approach, Oakham, Rutland LE15 6QW, for online purchase please see below.
Refunds/Exchanges
Depending on your location, it can take up to 7 business days from the date of your return for your parcel to be delivered back to our Store. We will inspect the returned item and will notify you of your refund/replacement or exchange via email. This is usually done within 5 working days of receiving your return into our Store. During busy periods, please allow up to 14 days for your return to be received and processed. No fault found on the product and a refund agreed then this will be minus any postage costs and any payment processing fees incurred.
UK law automatically gives you a 14 day ‘cooling-off period’ when you buy something you haven’t seen in person, i.e. online unless it’s made to measure,made to order, bespoke, custom,specifically ordered in for you (we might agree to restock - see below for restocking fee) or an end of line item.
Dive Rutland Ltd offers the standard 14-day returns policy. This means you have 14 days to notify us of your intention to return an item, and a further 14 days to return the item to us. For example, if you notify us on day 4, you then have 14 additional days to send the product back a total of 18 days.
Items must also comply with all other Terms and Conditions for the return to be processed.
Please note that some items are not eligible for return, including:
- Products that deteriorate quickly
- Products that have been personalised, made to measure or custom made specifically for you
- Products that are end of line, items that we can no longer replace, obtain parts for or repair.
- Items sold on clearance or secondhand, due to the nature of the sale
- Items have been specifically bought in for you, this also includes items marked as out of stock purchased by yourself and then ordered by us.
- Items marked as special order or special product
To be eligible for a refund or exchange, items must be unused and in ‘as new’ condition, with all original packaging, labels, and tags intact.
If the item was delivered in a box, it must be returned inside another box exactly as it was packaged for delivery. This ensures it is protected during return transit and meets our all original packaging requirement. To be very clear... Do not apply shipping labels or tape directly to wetsuit boxes (and other products), as this makes the item unsellable and will lead to a rejection.
Removal or loss of original labels may affect your return. The products should not have been used in water, even for testing, until you are happy with them as they cannot be returned once used in water.
Any evidence of use in water may result in the refund being rejected and the items returned to you.
We do hope you will take reasonable care of the items you wish to return as we reserve the right to refuse a refund and return the goods to you if they are not fit for resale.
Special orders that were brought in for you (or made specifically for you) are not eligible for a refund, however in some circumstance we will agree to restock but this will incur a 20% restocking fee after the reduction of postage - what might we consider? Those items that we could resell in a timely fashion (under three months). We are happy to facilitate an onward sale on a commission basis under our secondhand service.
How do you know if the product is classified Special order - well the product will be annotated in its product description or a MTM option chosen or via email.
Section 2: Exchanges
If you wish to return an item for exchange please place a new order for the correct item and return the unwanted item to us (unless Special Order above applies). Once it has been received, processed and approved we will action the refund. This is to eliminate any delay with the delivery of your item wherever possible. Please contact us at the store 01572 868450 if you have any questions regarding exchanging an item or items on your order.
Section 3: Details on how to return your item can be found below.
Sending items back to us:
- Package up the items for return/exchange, including keeping all the original product packaging intact
- Please include your ‘Packing Note’ that was sent with your original order or include your Order Number (located on the top right corner of the packing slip)
- Write your refund / exchange instructions and reason for return
- To send the goods back to us use a carrier of your choice and we would also suggest that you use a signed and insured service to cover the loss or damage of the returning item in transit.
All items are deemed to be in your possession until we have signed for the receipt of the item.
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item.
Please repack your item with care using all the original packaging or a suitable alternative and with all manufacturer tags in place. As the goods are your responsibility until they reach our warehouse.
Please ensure you package your return to prevent any damage to the items or boxes. If an item is not packaged correctly and has been damaged in transit back to us, we will contact you and may need to either return the product to you or only issue a partial refund via credit note.
If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel - unless special order
Please call our Customer Service team on +44 1572 868450 You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order we will issue a full refund via your original method of payment, subject to the terms and conditions mentioned in this policy.
Return address is Dive Rutland Ltd, 8 Horn Close, Oakham, Rutland LE15 6FE
If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery. We cannot accept responsibility for packages that never reach us. None of the above affects your statutory rights.
Section 4: Refunds on products ordered but not shipped
A number of our products in our online store will allow you to purchase when we are out of stock.
Due to the vast combination of sizing options available we only stock locally those sizes that are commonly requested. Any other sizing combinations that are available from the distributor warehouse or supplier will require a special order and are normally available to ship to you within 7 - 10 days.
All such orders are considered as special orders and therefore fall outside of the normal 14 day "cooling off period" for online or remote sales.
They are generally annotated (but not always) in the product description to allow you to make the choice to order or to contact us to discuss when the item will be available for you to decide if it meets your timescales or not.
Section 5: Warranty Claims
All items submitted for warranty assessment must be returned in their original product packaging to the address provided by Dive Rutland Ltd. In some cases, items may be requested to be returned directly to the manufacturer as part of the warranty process.
All returns are made at the customer’s cost. Where a warranty claim is approved by the manufacturer, a refund of standard return postage costs will be issued. Enhanced or express shipping costs are non-refundable.
Warranty claims are limited to defects covered by the manufacturer and do not cover damage caused by misuse, neglect, or normal wear and tear. Claims must be submitted within the manufacturer’s warranty period.
Please note: Warranty claims will generally be resolved through repair or replacement of the product. Refunds are not provided under our warranty, except where required by law. If a manufacturer agrees to a replacement and we have in stock we will ship on receipt of notification from the manufacturer, if not in stock then on receipt of the item from the manufacturer this will be shipped (at times there might be delays due to manufacturing or delivery issues)
Section 6: Refunds for Purchase Made using Finace or Credit Services
Where a purchase has been made using a third-party finance or credit service, any non-refundable fees charged by the finance provider to Dive Rutland Ltd in processing the transaction may be deducted from the refunded amount, including but not limited to merchant fees, commission, or credit arrangement charges.
This deduction will be in addition to any applicable shipping costs, restocking fees, or other charges outlined within this Returns and Refund Policy.
By choosing to use a finance or credit service, you acknowledge that such fees may apply and are outside the control of Dive Rutland Ltd.
This does not affect your statutory rights, including your rights in relation to faulty or misdescribed goods.
Section 6: Final Bits
Dive Rutland Ltd cannot be held liable for any loss or damage to items in transit unless caused by us, and customers are responsible for ensuring items are securely packaged.
Customers must follow all instructions provided by Dive Rutland or the manufacturer to ensure a valid warranty claim.
