Returns Policy

Returns Policy

Shop returns? Please either return back to our Shop or follow instructions below;

COVID-19 Extended Returns Period

To reassure customer that purchased during the lockdown periods we have extended our returns period for orders placed between 19th March 2020 and 30th June 2020 and from 3rd November 2020 to 6 months. In exchange, we ask that affected customers take extra care of items that they wish to return, ensuring they are stored neatly in their original packaging and in a fashion that maintains the as-new condition of the product. This is particularly important for neoprene based products that will become damaged if left folded or crushed. Please ensure wetsuits are hung up or laid completely flat with nothing stored on top of them. Items that are damaged due to poor storage will, regrettably, be non-refundable.

All other returns conditions apply.

Please visit our Update page for all the latest information and ways to contact us.

Extended Christmas Returns Period

To help with the stress of Christmas present purchasing (especially this year!) we have extended our returns period for all orders placed during November and December 2020, giving you 6 months from the purchase date to return any ill fitting or unwanted presents after the big day. This will help allow for any further Coronavirus related restrictions that may be in effect during the beginning of the new year. All of our other returns / refund terms and conditions apply.

Again, we simply ask you to be careful with any items you wish to return, especially neoprene based products, and return them in an 'as new' condition with all the original packaging and labels.

30 Day Returns Policy

Mike's Dive Store always offer an extended returns policy of 30 days - so you can rest assured that if the suit, piece of diving equipment or gift doesn't suit then just send it back, and we will either exchange it or offer a full refund less any postage costs. As we sometimes understand in our hectic lives it takes a little longer than thought, to get around to things!

Refunds / Exchanges (the official stuff)

Depending on your location, it can take up to 7 business days from the date of your return for your parcel to be delivered back to our Warehouse. In the current situation we have also imposed a quarantine period on all returns to help protect our staff and other customers.

All returns requests should be submitted via our Returns Centre page to ensure we know to expect your parcel and speed up the returns procedure. The items you want to return can be easily found and selected by entering your order number or the email address used when you placed the order.

Request A Return

We will inspect the returned item and will notify you of your refund/replacement or exchange via email. This is usually done within 5 working days of receiving your return into our Warehouse. During busy periods, please allow up to 14 days for your return to be received and processed.

Refunds

UK law automatically gives you a 14 day ‘cooling-off period’ when you buy something you haven’t seen in person, ie online, unless it’s made to measure, bespoke, custom or an end of line item. We don't think that 14 days is enough though which is why we give you 30 days, starting as soon as you receive your order. Some items are not eligible for return though, including:

  • Products that deteriorate quickly
  • Products that have been personalised, made to measure or custom-made specifically for you
  • Products that are end of line, items that we can no longer replace, obtain parts for or repair.

Any items you wish to return for a refund must be unused and in an 'as new' condition with all packaging intact and all original labels and tags attached to the item. Removal or lose of original labels may affect your return.

The products should not have been used in water, even for testing, until you are happy with them as they cannot be returned once used in water. Any evidence of use in water may result in the refund being rejected and the items returned to you.

Please note that special orders that required stock to be ordered in to fulfil may incur a 20% restocking fee.

We do hope you will take reasonable care of the items you wish to return as we reserve the right to refuse a refund and return the goods to you if they are not fit for re-sale.

Exchanges

If you wish to return an item for an exchange please place a new order for the correct item and return the unwanted item to us by requesting a return via our Returns Centre. Once it has been received, processed and approved we will action the refund. This is to eliminate any delay with the delivery of your item wherever possible.

Please contact our Customer Service team on +44 020 8994 6006 if you have any questions regarding exchanging an item or items on your order. Details on how to return your item can be found below.

Sending items back to us

  1. Submit your returns request via our Returns Centre
  2. Bundle up your unwanted goods for return / exchange, including keeping all the original product packaging intact.
  3. To send the goods back to us, you can choose your own preferred carrier or pick one listed below.

We’ve tried to take the hassle out of returning goods to us so have provided you with some simple & cost effective ways of returning, please see below;

Service Returns from Parcel size Cost
DPD Return to Shop
  • UK Mainland
  • The Isle of Wight
The 2 longest sides of the parcel must be less than 120cm when added together and not exceed 20kg in weight. Flat rate of £5.21 per parcel
A Carrier of your choice
  • Channel Islands
  • UK customers without access to DPD or Collect+
  • All International
We advise that whichever service you choose to return goods back to us, that you choose an insured and traceable service. We are not responsible for return postage other than for faulty or wrongly despatch items. Neither can we accept responsibility for packages that never reach us.

Return Via DPD

  • Drop it off at one of the 2,500 DPD Drop Off Shops
  • Price is £5.21

Return Via DPD

 



Our Return Address

Mike's Dive Store
Attention: Returns Department
Unit 14, Enterprise Court
Rankine Road
RG24 8GE
Basingstoke
Tel +44 020 8994 6006
support@mikesdivestore.com

 

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly dispatched item.

Please repack your item with care using all the original packaging or a suitable alternative. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.

If an item is not packaged correctly and has been damaged in transit back to us, we will contact you and may need to either return the product to you, or only issue a partial refund via credit note.

If an undamaged item is returned to us outside of the 30-day time frame, a voucher (valid for 1 year) will be issued, at the discretion of Mike’s Dive Store.

If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call our Customer Service team on +44 20 8994 6006 or inform us via email at support@mikesdivestore.com. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund via your original method of payment.

If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery.

We cannot accept responsibility for packages that never reach us.

Items sold on clearance are non-returnable due to the nature of the sale - This does not affect your statutory rights.