Not the right size? Not the right present? Don't worry.

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
• Special Orders
• International Returns and Refunds
• Damaged or Missing Item Returns & Refunds

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

CANCELLATIONS 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, 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.

COOLING OFF PERIOD

UK: 30 days, International: 14 days.
We offer a goodwill extended UK returns policy of up to 30 days from the date of delivery, at our discretion, for a refund (less our UK standard shipping price), provided the items are returned with original packaging and tags and are unused.

Please note that 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 suits)
• Items not stocked but listed and obtained as Special Order, which cannot be restocked
• 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
• Digital content, including PIN codes and software upgrades
• Sealed goods which you have unsealed upon receipt.
• Dive computers or similar electronics delivered in the original box, if the recipient activates them and a return request is made for any reason other than a defect or warranty issue (as it may not be possible to factory reset the software once activated).  
• Any product that has been used in water, even for testing purposes. 

To benefit from our extended UK (30-Day) returns in addition to your statutory right to return within 14 days of receiving the goods, you will need to request and fill out our Returns Form by emailing sales@dirdirect.com before any return, including your order number.

Note that all returned items are shipped at the customer's own risk and remain the customer's property until received by Underwater Explorers. Please ensure they are packaged well and shipped via a reliable postal service with tracking. The goods will be inspected on arrival. 

Return postage is at your own cost, and our outbound shipping costs (if items are sold with integrated basic shipping charges and described as free UK Mainland Shipping) will be deducted from any UK mainland refund unless linked to a fault/defect claim. 

PROCESSING REFUNDS

Once we have received and inspected any returned goods in unused and "as new" condition, we will process a refund of the price paid. If you return part of an order, we will recalculate the applicable delivery charge for the remaining part and deduct it from the refund.

We will make any reimbursement using our secure payment gateway to the same payment method you used for the initial transaction without undue delay, and most likely on the same day we receive the returned goods.

If your original payment was made via PayPal, the refund usually appears on your statement the same day it is processed. For card transactions (debit or credit), please note that processing times may take longer to appear in your bank or card statement, as it depends on how quickly your card provider receives and processes the refund.

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 your handling the goods more than was necessary. It's reasonable for you to handle the goods only to the same extent you could in our shop. 


DELIVERY CHARGES & REFUND

If the returned product(s) initially qualified for our UK exclusive special delivery offer called Free Delivery (where the standard delivery charge is included in the advertised product price for a minimum spend of £45) or if the product was only part of several items qualifying for Free Delivery (with the delivery charge included in the products' prices based on total value), a deductionnot exceeding the basic delivery charge of £4.90 will be applied to any refund.

Should any shipment be returned to us due to failure to receive and accept delivery of items already dispatched, you will be responsible forall outbound and inbound shipping fees, as stated in Article 12 of ourShipping Policy. 

EXCHANGES

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

INTERNATIONAL RETURNS AND REFUNDS

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

If any international order is returned to DirDirect as un unwanted item or because of a customer's failure to clear it through their own customs, failure to 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 returned 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. Please note that, depending on the country of return, the courier service used, and the time it takes for customs to clear the goods, it may take around two weeks for us to determine any additional charges prior to a refund. 

DEFECTIVE PRODUCT RETURNS & REFUNDS

We do our very best to ensure that the products we supply are as described and fit for purpose. Despite these measures, there may be isolated incidents in which a product arrives at you damaged during transit, with a defect or fault. If you believe a product you purchased from us is faulty or defective, contact us as soon as possible before doing anything else.

Please get in touch with us in writing before returning any goods you believe to be faulty/defective.  Failure to do so will void any right you have to cover return postage. Should we decide to organise a return using a courier service at our cost, any returned items have to be handed over to the courier in person. 

Only pre-arranged/approved return costs can be covered if the product is found to be faulty or defective. 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.
 
If any product returned to us within a reasonable time after the 14 days from delivery is found to be faulty or defective, we will organise 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. 
 
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.

Please note that Underwater Explorers must receive all returned items undamaged, so please ensure they are packaged well and use a reliable postal service with tracking. The goods will be inspected on arrival. 
 
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. 
 
The time a manufacturer or 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.

SPECIAL ORDERS

If a product or its variant on our site is listed as aSpecial Order, it means it will be orderedspecifically for you from the manufacturer or distributor, and it is not a regular stock item. We reserve the right to refuse any returns of said product(s) outside of any defect or warranty issues, given that such item(s) are not part of the stock we keep in store, and returns will be subject to exceptions. 

DAMAGED OR MISSING ITEMS

At Underwater Explorers - DirDirect, we take customer service seriously and strive to deliver all items ordered in impeccable condition. However, we understand that exceptions can occur for various reasons. As we rely on courier services for delivery, there is a slim chance that some items may be damaged during shipment or missing from the delivery. Let us assure you that in such cases, we are committed to resolving the issue promptly and ensuring your satisfaction.

CONTACTING US: TAKING ACTION

Damaged or Tampered Parcels: If a delivery attempt is made and a parcel is visibly damaged or appears to have been tampered with, our first recommendation would benot to sign for it and refuse delivery, then inform us by email what the issue is. The consignment will be returned to us at our cost, inspected upon arrival, and we will then arrange for a re-delivery.

Damaged or Missing Contents: If any item or part of a purchased item is missing from the delivery due to any oversight or other reason, or if you notice any damaged items after receiving the delivery, we strongly encourage you to contact us as soon as possible. This will enable us to immediately address the situation and take appropriate measures to have any damaged item returned to us for replacement or refund at our discretion. Should any missing part or missing or damaged item dispatched as part of the original order be out of stock, we will let you know when new stock is available or refund you.

Please note that refunds can only be processed once any damaged items or components of the missing items are returned to us. 

A Picture Speaks a Thousand Words

To expedite the resolution process, we request that you take a picture of the damaged item and the shipment with any missing items and provide it to us. This visual evidence will significantly assist us in understanding the nature of the issue and appropriately addressing the matter.

Please rest assured that we consider your feedback invaluable, and by promptly reporting any such incidents to us, you enable us to enhance our services and take corrective actions where necessary. We greatly appreciate your cooperation and look forward to rectifying any unfortunate situation that may arise during the delivery process beyond our control.

If you have any further inquiries or require assistance, please do not hesitate to contact us. We are here to ensure that your shopping experience with us is nothing short of exceptional.