Not the right size? Changed your mind? Bought a gift that didn’t quite work out? Don’t worry. We know life can get hectic, and sometimes things just don’t fit or feel right. At Mike’s Dive Store, we want to make returning or exchanging items as simple and stress-free as possible.
Please ensure you complete your return request through our Returns Centre before sending any items back to us.
On this page, you’ll find detailed information on:
- Return Centre
- Cancelling your order
- The cooling-off period
-
Special orders
- Damaged, Missing, or Faulty Items
- Defective Product Returns & Refunds
- Refunds and store credits
- International refunds
- Exchanges
- Delivery Charge & Refund
HOW TO SEND ITEMS BACK TO US - RETURNS CENTRE
Returning your items to Mike’s Dive Store is straightforward and stress-free. Simply start by submitting your returns request via our Returns Centre. You can easily locate your order by entering your order number and the email address used at checkout.
Once your request is submitted, follow the step-by-step instructions provided, including the return address and key details to complete your return.
When preparing your parcel, please ensure that all original product packaging is intact and that items are securely repacked. The goods remain your responsibility until they reach our warehouse, so we recommend packaging them carefully to avoid any damage in transit. If items arrive back to us damaged due to poor packaging, we may only be able to issue a partial refund via credit note, or we may need to return the goods to you.
You are responsible for covering the cost of returning your item(s) unless they were faulty, damaged, or incorrectly dispatched. For convenience, you can choose your own preferred courier or one of the following recommended options:
| Service | Returns From | Parcel Size |
|---|---|---|
| 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 |
| 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. |
If an undamaged item is returned outside of our 60-day return window, a voucher (valid for one year) may be issued at our discretion.
For a smooth return experience, please ensure all packaging and paperwork are included. Should you need any assistance, our friendly team is here to help:
Tel: 01202 037162
Email: support@mikesdivestore.com
CANCELLING YOUR ORDER
You may cancel your order and return the products to us and receive a refund at any time up to 14 days after you have received the products. To cancel or return all or part of an order you must notify us by completing returns request via our Returns Centre. Unless the item/s were specifically ordered in - this would then be looked at on an individual basis, and a refund or replacement would be at our discretion
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 01202 037162 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.
COOLING-OFF PERIOD
UK law provides a 14-day “cooling-off” period for online purchases of items you haven’t seen in person. At Mike’s Dive Store, we believe 14 days isn’t enough, which is why we offer an extended 60-day cooling-off period from the day you receive your order. This gives you ample time to decide whether an item is right for you, try it out at home, and ensure it meets your expectations.
Items must be:
- Unused and in “as new” condition
- Returned with all original packaging, labels, and tags intact
Some items are excluded from this cooling-off period:
- Custom-made, personalised, or made-to-measure items
- End-of-line items that cannot be restocked
- Clearance Items: Items sold on clearance are non-returnable due to the nature of the sale - This does not affect your statutory rights.
- Prescription dive masks and earplugs, due to customisation and hygiene reasons.
- Digital content cannot be reset once activated
- Items used in water, even for testing purposes
- Products that deteriorate quickly
- 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 other reason than any defect and warranty issues (as it may not be possible to factory reset software once activated).
Any evidence of use in water may result in the refund being rejected and the items returned to you.
Mask fogging is a common occurrence with new masks and is not considered a fault. Proper pre-treatment before first use is required to prevent fogging. For guidance, see our blog post: How Do I Stop My Mask Fogging Up?
SPECIAL ORDERS
Special orders are products sourced specifically for you and are not part of our regular stock range. Returns for these items are generally not accepted unless there is a confirmed defect or warranty issue. Please note that special orders which require stock to be ordered in to fulfil may be subject to a 20% restocking fee. We kindly ask that you take reasonable care of any items you wish to return, as we reserve the right to refuse a refund and return the goods to you if they are not in a resaleable condition.
DAMAGED, MISSING, OR FAULTY ITEMS
Under the Consumer Rights Act, you have the right to reject goods that are of unsatisfactory quality, unfit for purpose, or not as described, and receive a full refund. This right applies within 30 days from the date you took ownership of the goods — either the date of purchase or delivery, whichever is later. After this initial 30-day period, you are still entitled to a repair or replacement if the goods develop a fault.
If you believe your item is damaged or faulty, please contact Mike’s Dive Store as soon as possible after discovering the issue. In most cases, the item can be replaced free of charge or refunded in full. Please note that if a fault occurs during use — such as flooding of equipment — the product may need to be sent to the manufacturer for inspection and warranty confirmation before a replacement or refund can be processed.
Tel: 01202 037162
Email: support@mikesdivestore.com
HELP US RESOLVE IT FASTER
To help us sort out any delivery issues as quickly as possible, please send us a clear photo of the damaged item and the packaging, or of the shipment if any items are missing. These images help us assess the issue accurately and take the right steps to resolve it.
Your feedback is incredibly valuable — by notifying us promptly, you help us improve our service and prevent similar issues in the future. We truly appreciate your understanding and cooperation, and we’ll do our best to put things right should any problems occur during delivery beyond our control.
DEFECTIVE PRODUCT RETURNS & REFUNDS
We take great care to ensure all products we supply are as described, meet quality standards, and are fit for purpose. However, in rare cases, an item may arrive damaged in transit or develop a fault. If you believe that a product purchased from us is defective or faulty, please contact us as soon as possible before taking any further action.
You must contact us in writing prior to returning any item believed to be faulty or defective by emailing support@mikesdivestore.com. Failure to do so may void your right to reimbursement of any return postage costs.
All products we supply comply with relevant British and European standards and come with a full UK supplier’s guarantee, available on request. Should a defect be confirmed, we will replace the item free of charge. If you prefer not to receive a replacement, you are entitled to a full refund (or a proportionate refund, where applicable).
PROCESSING REFUNDS & STORE CREDITS
Once we receive and inspect your returned items, refunds will be processed via your original payment method or as store credit, depending on your preference. Refunds are usually completed within 14 working days of receiving your return. During busy periods, please allow additional time for processing.
It’s important to note that items must be returned in “as new” condition. Any evidence of use in water, missing labels, or damage caused by improper packaging may result in a refund being refused, a partial credit issued, or the items being returned to you.
Delivery charges may also be deducted from your refund if the returned product originally qualified for free delivery. Upgraded delivery costs are non-refundable. If an order is returned due to refusal to accept delivery, you will be responsible for all outbound and inbound shipping costs.
INTERNATIONAL RETURNS
International customers are responsible for all return shipping, handling, and customs fees. Refunds will only be issued once items are returned in unused, “as new” condition, minus any applicable charges.
Unfortunately, we’re unable to offer refunds for non-faulty items sent outside the European Union. However, if you’re based within the EU (but outside the UK), incorrectly sized items such as suits or BCDs (excluding cylinders) can be exchanged. In this case, you’ll be responsible for covering both the return shipping costs to us and the carriage fees for sending the replacement item back to you.
Please note that international consignments can only be sent to the registered billing address associated with your payment card. We are not liable for any delays caused by customs clearance procedures or for any import duties, taxes, or excise fees imposed on your shipment.
EXCHANGES
We do not offer automatic exchanges. If you wish to replace an item with a different size or product, place a new order for the desired item and return the original through our Returns Centre. Once the returned item has been received and approved, we will process a refund so that your replacement can be dispatched without delay. If an incorrect size or colour was ordered, we are happy to arrange a free exchange for the correct item. However, postage costs for returning the original item will not be covered. For guidance or assistance, contact our Customer Service team at 01202 037162.
DELIVERY CHARGE & REFUND
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 remain your responsibility until they reach our warehouse. Ensure your return is packaged to prevent any damage to the items or boxes.
If an item is not packaged correctly and is damaged in transit back to us, we will contact you and may either return the product to you or issue a partial refund via store credit. If an undamaged item is returned outside of the 60-day returns period, a voucher valid for one year may be issued at the discretion of Mike’s Dive Store.
Please note that we cannot accept responsibility for packages that never reach us.
If you’re still in any doubt or need further assistance, please don’t hesitate to contact us by email at support@mikesdivestore.com or by phone on 01202 037162.