Returns & Refund Policy
Please either return to our store in Reading or follow instructions below;
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.
SECTION 1: REFUNDS
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, bespoke, custom or an end of line item. DiveStyle offer a 14 days returns period – so providing the goods arrive back within 14 days and comply with the rest of the terms it OK. Some items, however, are not eligible for a return though, 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, due to the nature of the sale
- Products have been Swapped for another product and are no longer the item originally sold.
Any items you wish to return for a refund must be unused and in an ‘as new’ condition with all packaging intact and all original labels and tags attached to the item. 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. Please note that special orders that required stock to be ordered in to fulfill may incur a 20% restocking fee. 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 re-sale.
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. 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 if you have any questions regarding exchanging an item or items on your order. Details on how to return your item can be found below. Sending items back to us:
- Bundle up your unwanted goods 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 & reason for return
- To send the goods back to us, you can choose your own preferred carrier or pick one listed below
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. 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 an undamaged item is returned to us outside of the 30-day time frame, a voucher (valid for 1 year) will be issued, at the discretion of DiveStyle.
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. Please call our Customer Service team on 01189 761729. 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.
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.