Returns Policy

At Big Orange we operate a no quibble, no hassle returns policy. If you don’t want to keep the item you bought, just return it to us for a refund, as new and unused, within 28 days of receipt, using the few straightforward guidelines below.

Start here by downloading your returns form
click here.

Fully complete the returns form from the link above, to enable us to identify your purchase and process a speedy refund. Always include your order ID or transaction reference number and a daytime contact number. Enclose the form with your returning item/s. Printer not working? Not a problem, just enclose your own note which should include the info requested on the returns form.
Refunds: We will provide a refund for any item purchased from Big Orange, returned within 28 days of receipt (extended to 60 days for purchases made in November), providing it is unused, undamaged, with all tags attached and includes the individual item packaging. The item is yours until we take delivery so please take good care of it. *Special guidance is provided below for the return of neoprene items - please read before packing – this is intended to help you ensure your item is eligible for refund.

You are responsible for your own returns costs when sending back an item you do not want to keep. You are also responsible for any return item whilst in transit so it is advisable to cover yourself against loss. Always retain your proof of posting.

Exchanges:
If you would like an alternative size/colour /product  etc simply return your unwanted item, as detailed above, for a refund and repurchase the item you require from our website or direct via our telephone sales line. This enables you to take advantage of our subsidised choice of postage rates at checkout including free delivery on orders over £50. Your order will also benefit from same day dispatch for weekday orders placed before 1pm.

Faulty or incorrect orders - If you have received something faulty or not what you ordered, we sincerely apologise and ask that you please contact us immediately on receipt, either by phone or email at sales@bigorangewatersports.co.uk. We will promptly dispatch a replacement to you at our expense (stock permitting) or arrange a speedy refund. We will also provide you with a postage paid Royal Mail tracked return label to recover the goods at our expense. For this reason please do not return any item that is faulty or not what you ordered, without contacting us first as we will only cover postage costs when providing our own tracked return label authorisation.

*Neoprene Item Care guidelines for returns:

Please take care when folding and packaging neoprene items for return, especially wetsuits, as poorly packaged items can be easily creased or damaged in transit. To prevent deep creasing - wetsuits should never be folded in half length wise. All refunds are conditional on us receiving your returning item in new condition, as it was posted to you. For certain wetsuits we include specific cardboard tubing to preserve the shape of the wetsuit and prevent creasing. These should always be used.  We reserve the right to refuse a refund for items that are returned as new but are obviously used or without original tags attached to the item or not in their original condition. This does not affect your statutory rights.


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