Underwater Explorers Ltd. has a strictly ethical approach to trade. We respect yours consumers rights at all stages of our interaction with you. For further information and advice on your rights please visit the UK Government's Consumer Rights Advice site.


1. If any product that is purchased does not turn out to be the correct size for you it can be returned for refund provided that the product has not been used in any way and is returned to us in its original packing "as new". Any product that is returned must first be notified to Underwater Explorers by requesting a returns authorisation number (RAN) from our Returns section.

 

2. If any product that is purchased is faulty we will exchange it for an identical replacement free of charge provided that the product is returned to us in its original packaging and the fault is notified to us. Before despatch of a replacement item our engineers will have to verify the fault. Any product that is returned as faulty must first be notified to Underwater Explorers by requesting a returns authorisation number (RAN) from our Returns section.

 

3. At Underwater Explorers we want you to confident that you have the full support of our technical team when making a purchase and that should any product prove to be faulty we will ensure it is repaired and return to you with the least disruption. Should you believe that any product you have purchased from us to be faulty, first e-mail us letting us know what the problem is. Give us as much detail as you can. One of our technicians will then contact you to discuss the best course of action. If the item needs to be returned to us you can be assured either our technicians or the manufacturers technicians will remedy the problem as quickly as possible. (This does not affect your statutory rights)

 

4. Incorrectly sized items (suits and BCDs) (excludes cylinders) despatched outside the United Kingdom and inside the European Union can be swapped but customers are responsible for the cost of shipping the items back to us and then the return carriage costs, to return the goods back to the customer.

 

Summary:

1. Suspected fault found

2. E-mail Underwater Explorers sales@dirdirect.com

3. Wait for reply from Underwater Explorers on best course of action

4. If necessary use our returns facility

5. Underwater Explorers will resolve the problem from here

6. If an  order is returned to Underwater Explorers by any courier service (inclusive of Royal Mail) because of a customer's failure to clear it through their own customs and/or cover the required tax/duties in non-EU (VAT exempt) countries prior to delivery and/or in instances of their failure to clear it through and with the relevant courier service and/or due to the customer providing a mistaken/insufficient address or failing to receive the item from the delivery service at the provided address: