Returns & Exchanges
What is your Returns Policy?You can return any item within 14 days of receipt for a refund, provided the item is unused, in its original packaging and in ‘as new’ condition.
Please note that in the interests of hygiene, items of a personal nature such as wetsuits, undersuits, socks, masks, snorkels, towels and catheters cannot be returned, unless they have remained sealed in their original wrapping or are faulty. As these items fit next to the skin, it is not possible to return these items for hygiene reasons.
All returned goods are shipped at the customer’s risk and remain the property of the customer until received by DiveLife. Please ensure you package your return appropriately to prevent any damage to the items or boxes. All goods will be inspected upon return.
Please post your return to reach us on or before 14 days after the date of receipt. We recommend you use an insured, traceable postal service that insures you for the value of the goods you are returning. Please make a note of any tracking numbers in case they are required.
Please send all returned goods to:
Stone Pale Buildings
Can I exchange an item?
Yes, no problem. Please return the item within 14 days of receipt in an unused condition in its original packaging, detailing the required exchange on the returns form. Unfortunately, return delivery costs must be incurred by the customer, except where there is fault with the item or we have made an error.
When returning goods due to incorrect sizing or where a replacement is required, it is advisable to call the shop so the replacement item can be set aside or ordered before the return of the original item(s). This ensures that the goods can be dispatched with a minimum of delay in order to get them delivered to you promptly. You should then follow the normal returns checklist procedure as above to return the original goods.
What do I do if I’ve received a faulty item?
We want all our customers to receive top quality goods, so if you think there is a fault with an item you have received, please let us know straight away by emailing our customer service team at firstname.lastname@example.org or calling the shop on 0330 223 4140 between 9am and 6pm, Tuesday to Friday.
We will need you to tell us as soon as you discover the fault so we can resolve the issue for you as quickly as possible and send out a replacement.
As for refunds and exchanges, please download our returns form, complete with full details of the nature of the fault and include with the faulty item(s) to be returned. Follow the normal returns checklist procedure as detailed above.
What do I do if I’ve received an incorrect item or if an item is missing from my order?
If you think you have received an incorrect item or you are missing an item from your order, please let us know straight away by emailing our customer service team at email@example.com or calling the shop on 0330 223 4140 between 9am and 4pm, Monday to Friday.
It is advisable to let us know straight away in order that the correct or missing item/s can be set aside. This ensures that the goods can be dispatched with a minimum of delay in order to get them delivered to you promptly.
My return was processed, but I wasn’t refunded my delivery charge?
Please be aware that return postage fees cannot be refunded unless the reason for the return of the goods was due to a faulty item or an error made by us. If the error is ours we will then refund postage costs up to a maximum of the postage price you originally paid on your order, provided the original receipt for return postage is supplied. Goods returned after the 14 day period cannot be refunded but may be credited against other items at our discretion. Please allow 28 days for refunds to be processed and credited to your card.
Please note that some items include delivery. However, should any of these items be returned then up-to the standard charge of £9.95 postage will be deducted from your refund to cover our costs.
The following may, however, affect the amount you have been refunded:
- The delivery charge will only be refunded if the goods are faulty or an error has been made by us.
- Any discounts that were applied at the time of sale, which may not now be applicable.
- In relation to COVID-19 we no longer accept any returns on masks, wetsuits, undersuits, socks, gloves, hoods etc. if they have been tried on by the customer without incurring a cleaning or fogging cost to ensure they are safe for re-sale post return.
- Refunds for those that used a credit service to make a purchase will have the credit facilities costs deducted from their refunded amount in addition to any shipping or re-stocking fee'