DirDirect :: Returns & Cancellations

Returns & Cancellations


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.


You can cancel your order for stock items at any time prior to dispatch towards a full refund. However, you cannot cancel orders for items made and/or manufactured to order including clearly personalised items such as certain drysuits, wetsuits or thinsulates once you confirm via email to go ahead with that order. Where such items are ordered and paid for, you will be advised of the personalised nature of the order in writing with the opportunity to agree to these terms or cancel the order towards a full refund at that stage. Should you cancel an order prior to dispatch 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.


For UK mainland customers and deliveries 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 unused and in as new condition.

In the EU you have the right to return a purchase within 14 days after delivery for a refund provided the item is elligable for the statutory "cooling off" period and in unused condition. 

Return postages are at your own cost and our postage costs may be deducted from any refund unless linked to a fault/defect claim.

Due to re-entry duties and a lengthy customs clearance billing process in the UK, we do not accept cancellations outside of EU countries after an order has been dispatched other than returns due to possible fault (see Faults and Defects below).


     1. Contact us first
         • Use the Fast Contact Form on this site or;
         • Email us at sales@dirdirect.com or;
         • Call us on +44 (0) 1305 824 555
     2. Receive our returns authorisation email with a returns authorisation form and instructions
     3. Fill in and sign the relevant form then send the item (and its components) back to us

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.


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 naturally be inspected on arrival. Our returns address is:

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

We will not reimburse or cover any return postage costs incurred without prior approval. If you believe we should cover any return postage 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 in our Return Terms. For more information on warranty issues, check our MANUFACTURER WARRANTY page.


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 original item(s) purchased as soon as it  is returned to us (less our postage cost). You can order the alternative item from our site before or after the refund. 


EU Cancellation After Dispatch (Returns) Explained: 

EU Returns 14 days. Non-EU international returns not accepted unless due to fault.

In the EU you have the right to return a purchase within 14 days for a refund (less postage) provided the item is elligable for the statutory "cooling off" period. You will have to cover the return cost. 

The 14-day "cooling off" period will not apply*, among others, 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
  • 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.

Organising Non-Warranty Returns

  1. For UK mainland customers we have a goodwill extended returns policy for up to 28 days after the date of delivery of ordered product(s) where beyond the statutory 14 days we can offer an exchange, refund or credit note for returns at our discretion. If 28 days have passed by since your purchase and/or any item has been used, damaged, not returned in its original state and packaging, we cannot accept a cancellation or offer a refund.
  2. In the EU, if you wish to cancel your contract with us after your order has been dispatched the cancellation period will expire after 14 days from the day of delivery.
  3. Please note that due to re-entry duties and a lengthy customs clearance billing process in the UK, We do not accept cancellations outside of EU countries after an order has been dispatched other than returns due to possible fault. If at our discretion we do agree to a return, you will be responsible for the return postage as well as any re-entry customs duties that may apply and accept to wait for the customs clearance bill to be delivered to us prior to any refund.
  4. Underwater Explorers Ltd. | DirDirect  T&C can be read on our Terms and Conditions Page.
  5. UK/EU: You must inform us of your cancellation in writing within the time limit stated above by emailing us at DirDirect Email or using our Online Contact Form or mailing us at Underwater Explorers Ltd. Unit 1, Maritime Business Centre, Mereside, Portland, Dorset, DT5 1FD United Kingdom. You can also receive further advice by calling us on +44(0)1305 824 555.
  6. Once we confirm the return, we will email you a Returns Form which you are requested to fill out before proceeding with the return acknowledging that:
  • You will bear the cost of returning the goods to us unused, with their original packaging and in 'as new' condition together with the Returns Form.
  • All returned items will be shipped at your own risk and remain your property until received by Underwater Explorers. 

  • You must send any unused goods back to us within 14 days after the return has been authorised.

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.
  5. Please Note: Due to online banking and accounting systems, if you have made an online purchase from us  and for any reason we issue a partial or full refund, or if your purchase failed but appeared to have been paid for, there could be a slight delay in the correct transaction appearing on your statement due to account settling beyond our control. 

Faulty/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. [For EU/international deliveries, please refer to the International Orders section underneath.]

  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.)

Wrong or missing items

This very rarely happens but if you believe you have received an incorrect item or you are missing an item from your order, please let us know as soon as possible and not more than 14 days after receiving a delivery by emailing or contacting our customer support team. The sooner you let us know the more time we have to remedy the problem, set aside an item that needs to be sent to you and ensure your goods can be despatched with a minimum of delay. We do our best but mistakes can happen and if they do, we do our best to correct them.


If any order is returned to Underwater Explorers | DirDirect by a 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 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 at Underwater Explorers 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.

If you decline to pay customs duties once a product "lands" in your country of purchase, these will still be charged by the relevant country and therefore will also be deducted from any refund.

Underwater Explorers Ltd. 2016-2020

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.