DirDirect :: Returns, Cancellations & Refunds

Returns, Cancellations & Refunds

CANCELLATIONS, RETURNS & REFUNDS

On this page you will find information on:

  • Cancelling your order
  • Exchange procedures
  • Returning unwanted items
  • UK and International returns
  • Cooling off period
  • Processing of refunds
  • Returns of any faulty goods

CANCELLATION BEFORE DISPATCH

You can cancel your order for products listed and sold through our online store at any time prior to dispatch towards a full refund. We will reimburse you payments received from you within 24 hours (no later than 2 days) using the same means of payment as you used for the initial transaction.

Purchases for items manufactured to order, including clearly personalised items such as  drysuits, wetsuits or thinsulates or products not listed online but ordered in by special request cannot be cancelled once confirmed.

EXCHANGES

We are unable offer an automatic exchange for returned items. If you require an alternative item (and/or size) we will issue you a refund for the price paid for the original item(s) purchased as soon as it is returned to us (less our shipping cost). You can order the alternative item from our site before or after the refund. 

RETURNING UNWANTED ITEMS

     1. Please contact us first
         • Use the Fast Contact Form on this site or;
         • Email us at sales@dirdirect.com
     2. Receive our Returns Authorisation Form and instructions.

Please state your order number and date of order on contact as well as reason for return. You should receive a reply from our support staff within 24 hours. You are responsible for all return carriage charges unless an item is being returned for a fault or defect.

Note that all returned items are shipped at the customer's own risk and remain the customer's property until received by Underwater Explorers, so please ensure they are packaged well and use reliable postal services with tracking facilities. The goods will be inspected on arrival. Our returns address is:

Underwater Explorers (Returns)
Unit 1, Maritime Business Centre
Mereside, Portland
Dorset, DT5 1FD
United Kingdom

We will not reimburse or cover any return shipping costs incurred without prior approval: If you believe we should cover any return  costs (applicable only to warranty items, defects or errenous shipments) you need to contact us in advance for authorisation and guidance on shipping or collection methods acceptable for any reimbursement. If any item(s) shipped by us are not collected at the delivery address or rejected by purchaser you are responsible for any return shipping costs as well as any costs listed below.

UK RETURNS

For UK customers we have a goodwill extended returns policy for up to 28 days at our discretion from the date of despatch for a refund (less postage cost) provided the items are returned with original packaging and tags and are unused. Return postages are at your own cost and our outbound shipping costs where items are sold with integrated basic shipping charges may be deducted from any refund unless linked to a fault/defect claim. Please read the cooling off period exceptions below for further information.

OUSIDE UK RETURNS

International customers (including post-Brexit EU) have the right to return a purchase within 14 days after delivery provided the item is eligible for the statutory cooling off period and in unused condition, returned together with its original packaging and tags.

International customers are responsible for outbound and inbound shipping costs as well as any handling or customs fees incurred during the return. Due to re-entry duties and a lengthy customs clearance billing process in the UK, any refund can only be made after re-entry charges are clarified.  

Please remember if you decline to pay customs duties once a product "lands" in your country of purchase, these will then still be charged to us by the relevant country and will be deducted from any refund.

If any order is returned to DirDirect because of a customer's failure to clear it through their own customs, cover the required tax/duties/handling fees in their country, failure to clear any delivery through and with the relevant courier service and/or due to the customer providing a mistaken/insufficient address or failing to receive and/or collect the item from any courier or postal delivery service for the provided address:

Any refund on the purchase will be made only after the product is received back in unused and new condition and any relevant duties, customs, penalties or additional fees in addition to any shipping charges whether outbound or inbound have been deducted from the original price of the goods.

COOLING OFF PERIOD EXCEPTIONS FOR ALL RETURNS

Any "cooling off" period described above does not apply to:

  • Any goods made to order, tailor-made or clearly personalised (including but not limited to drysuits, wetsuits, undersuits)
  • Items not held in stock or advertised but obtained on special order for a customer which cannot be restocked or resold
  • Goods that have been mixed inseparably with other items
  • Any part of a combination of goods listed under a single package price on special offers and sale items including but not limited to end of line products
  • Goods subject to hygiene concerns such as undergarments, base layers, underwear, socks, catheters etc. if any seals have been broken
  • Digital content including PIN codes and software upgrades
  • Sealed content such as computer software, DVDs, CDs which you have unsealed upon receipt.

*After placing an order, where the purchase is made or manufactured to order and/or clearly personalised, you will be advised of this exception by email and asked to re-confirm by reply email that the details are correct and you wish to proceed with the order prior.


PROCESSING REFUNDS

  1. Once we have received and inspected the returned goods we will process a refund of the price paid. If you return part of an order, we will recalculate any applicable delivery charge for the remaining part of the order and deduct this from the refund.
     
  2. You will be liable for any diminished value of goods resulting from handling other than what is absolutely necessary to establish the nature, characteristics and functioning of the goods prior to any return. A deduction can be made in any refund if the value of the goods has been reduced as a result of you handling the goods more than was necessary. It's reasonable for you to handle the goods only to the same extent that you could do so in our shop. 

     
  3. If returned product(s) initially qualified for our UK special delivery offer (delivery charge integrated in advertised product price for a minimum spend of £45) or the product was only part of a number of goods qualifying for free delivery (delivery charge integrated in price of products based on total value) a deduction not exceeding the basic delivery charge of £4.90 can be made from any refund at our discretion..
     
  4. We will make any reimbursement using the same means of payment as you used for the initial transaction, unless we have expressly agreed otherwise, without undue delay and most likely on the same day the returned goods are received by us and not later than:
    (a) 14 days after the day we receive back from you any goods supplied, or
    (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
    (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel your contract with us.

FAULTY OR DEFECTIVE GOODS

We do our very best to ensure that products supplied by us are as described and fit for purpose. Despite these measures, there may be isolated incidents where a product could arrive to you damaged during transit, with a defect or fault. If you believe a product you have purchased from us is faulty or defective, contact us immediately before doing anything else.

In summary, faulty/defective items and/or any damage, fault or defect involving orders received from us have to be informed to us in writing within 14 days after the goods have been received. Should you believe a product you've purchased from us has a manufacturing defect or fault where it's too late to reject the product(s) (beyond 14 days after delivery) it is your responsibility to contact us as soon as reasonably practicable.

  1. If you purchase a product that turns out to be faulty or defective within 14 days after delivery, you can choose to reject it and return the product for inspection towards a replacement or refund.
     
  2. If any product returned to us in a reasonable time beyond the 14 day period after delivery is found to be faulty or defective, we will organise for a repair or replacement free of charge at our discretion. The provision of a repair/replacement is conditional on our service engineers, agents and/or the manufacturer.
     
  3. If any product(s) returned to us are not found to have a manufacturing fault or defect, all postage costs paid for on our part will be added to any repair authorised by you or charged to you separately should you not wish to proceed with a repair.
     
  4. You must contact us in writing before returning any faulty/defective goods.  Failure to do so will void any right you have towards covering any return postage. Only pre-arranged/approved return costs can be covered if the product is found to be faulty or defective. You can contact us by using our online contact form, email, post, phone or fax.
     
  5. You agree to take reasonable steps as requested by us to resolve the situation including, but not limited to, providing images of the said fault or defect, returning the item to us for assessment through a courier or postal service we authorise or ensuring its availability for collection.
     
  6. Please note that a fault developing during use, such as flooding or freeflows etc., will require goods to be returned to manufacturer for warranty confirmation.
     
  7. Any damage to purchased equipment already delivered to you during subsequent travel including but not limited to dive or travel bags is the responsibility of the transit company and not the manufacturer. If any such damage occurs we advise you to contact the transportation company directly. 
     
  8. For manufacturer warranty, please remember that while your statutory rights are unaffected, we deal with manufacturers on your behalf if any warranty issue arises within the first 6 months after your purchase and thereafter at our discretion. Whether an issue is under warranty is ultimately up to the manufacturer (and authorised agents) of that specific product to be decided under the terms of their warranty and pending an inspection of the product. This does not affect your statutory rights.
     
  9. The time a manufacturer/distributor handles a warranty claim differs between manufacturer/distributor and can also be affected by their location. Regardless of location or manufacturer any warranty claim we receive will be considered and replied to within a maximum of thirty (30) days.

PRODUCT RECALLS

While rare in the diving industry, manufacturers may occasionally issue a product recall. A product recall is a request to return a product after a safety issue or defect has been found that could be dangerous or needs further examination to ensure the safe functionality of that product. Once a product recall is issued you agree not to use that product and to take appropriate action as advised by the manufacturer.

When you read about product recalls, they will usually be safety alerts from a manufacturer (and its distributor, supplier or vendor) following the discovery of a safety concern with a product. A public recall notice can be issued. In such instances it is your responsibility to follow the instructions and guidelines issued by the vendor (distributor, manufacturer, supplier) including returning a product for inspection, repair or replacement at the manufacturer's discretion.

You agree, by purchasing any product from Underwater Explorers | DirDirect, to adhere to manufacturer instructions where a product recall notice has been issued.

(In the UK/EU if your purchase was made within the 12 months preceding a recall, we can organise a return at our cost or advise to return the product to an authorised agent closer to your location at our discretion.)

WE ARE HERE TO HELP

As diving professionals with over 20 years experience - we want everyone dealing with us to be satisfied and receive individual service and aftercare. www.dirdirect.com is far more than an e-commerce shop or a diving warehouse. It is a tailor-made reflection of our passion and a genuine extension of Underwater Explorers UK a brick and mortar dive centre based in Southwest England. We are open seven days a week to help you enjoy your experience with us. Consult our Returns FAQ below for more information on unwanted items, exchange and warranty returns.

Underwater Explorers Ltd. 2014-2021

Gift certificates

 
We use cookies to give you a better experience and understand how the site is used. By continuing to use this site, you consent to this policy. You can change your preferences any time. Click to learn more.