DirDirect :: Returns, Cancellations & Refunds

Returns, Cancellations & Refunds


On this page you will find information on:

  • Cancelling your order
  • The "Cooling off" period 
  • Unwanted Item Returns
  • Processing Refunds
  • Faulty or Defective Item Returns

Please contact us with your order # and name before organising any return to:
Underwater Explorers – Returns
Unit 1 Maritime Business Centre
Mereside, Portland
Dorset DT5 1FD 
United Kingdom


  • 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, products not listed online but ordered in by special request and products marked as "Special Order" on our website cannot be cancelled or returned once the purchase is confirmed by us and ordered in from the manufacturer on your behalf - unless due to manufacturing fault or warranty issues.


For UK customers we have a goodwill extended returns policy for up to 28 days at our discretion from the date of dispatch towards a refund (less postage cost) provided the items are returned with original packaging, tags and are unused. 

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.

Please note 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.


  1. Please contact us before any return with your order number and date details.
  2. Receive our Returns Authorisation Form and instructions and enclose them with your return to expedite a refund.

         • Use the Fast Contact Form on this site or:
         • Email us at sales@dirdirect.com or call us on +44(0)1305 824 555

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. 

Return postages are at your own cost and our outbound shipping costs (if items are sold with integrated basic shipping charges) may be deducted from any UK mainland refund unless linked to a fault/defect claim. 


We are currently 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.  

Important note for International Customers

International customers are responsible for outbound and inbound shipping costs as well as any handling or customs fees incurred during import of the returned item(s). 

  • If any international 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.


  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 than14 days after the day we receive back from you any goods supplied.


For more details on product warranty please read our Warranty Policy

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 as soon as you can before doing anything else.

  1. Please 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 or call us on +44 (0)1305824555. 
  2. 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.
  3. 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. 
  4. 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.
  5. 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. 
  6. 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.

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.

For more details on product warranty please read our Warranty Policy

Dirdirect Returns Terms and Conditions 2021-2022
2021 © Underwater Explorers Ltd.  Registered in England no. 05591766.

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