Returns Policy

Standard Returns:

We hope you are delighted with your order and enjoy using the kit you have bought. Should you wish to return any of your items there is no need to call or email us, just follow the few simple steps below to enable us to refund you on the day we receive your return. Return your item/s as new and unused, with all tags attached and original packaging, including boxes for boots etc, within 30 days of receipt, using the straightforward returns form below, which includes our return address. Place the completed returns note inside your package.  

  Click here for printable returns form 

Printer not working? Not a problem, just enclose your own note which should include the info requested on the returns form or a copy of the invoice we posted with your order. To enable us to identify your purchase and process a speedy refund on the day of receipt, always include your order ID or transaction reference number and a daytime contact number. 


 Additional information for UK Paypal account holders who have registered with Paypal for, or would like more information on, the free returns service offered by Paypal.

As many of you have Paypal accounts, and like to use your account with Paypal to pay for online purchases, we offer Paypal as one of the payment checkout options for you to choose from so you can take advantage of Paypal's account holder benefits, which include free UK returns for qualifying UK Paypal Account holder purchases. If you have not yet registered with Paypal or would like more information on how you can activate your registration with Paypal, see the link below. This service is provided by paypal exclusively for paypal account holders and in order to make a claim via paypal for reimbursement of your postage costs, you must have a valid activation with Paypal before you make your purchase online. The service is an annual registration with a set number of returns each year for you. The full qualifying terms and conditions are covered on Paypal's Activation link below which provides a one click registration process. The service is not provided by or administered by Big Orange but worthy of letting you know about as a courtesy to our customers, especially if you have a Paypal account or want to open one for online purchases.

Activation details here :  https://www.paypal.com/uk/webapps/mpp/refunded-returns 


Refunds:

Return your unwanted item within 30 days of receipt (extended to 60 days for purchases made in November for Christmas presents), for a refund on the day we get it back. The goods need to be unused, undamaged, with all tags attached and include the individual item packaging. If the item comes in it's own box (boots for instance), please do not attach return labels directly to the box  as it forms part of the item itself. The goods are yours until we take delivery so please take good care of them and use suitable packaging that will ensure a safe return to us.  *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.

Buyers are responsible for any return item whilst in transit so it is advisable to cover yourself against loss or damage in transit. Always retain your proof of posting, especially if you have registered your Paypal account for the free returns service provided by paypal, as they will need your receipt to reimburse you after we have processed your refund.

Need a different size or colour:

If you would like an alternative size/colour/product, simply return your unwanted item for a refund, as detailed above, and repurchase the new item from our website. This enables you to take advantage of our discounted postage rates at checkout including free delivery on orders over £20. Your order will also benefit from same day dispatch for weekday orders placed before 3pm and website purchases may be eligible for free returns, if you have activated this service with paypal. 

Faulty or incorrect orders:

If you have received a faulty item or not what you ordered, be assured we will work to make things right as quickly as possible for you. Please contact us immediately on receipt, by phone 01822 834705 or email us at sales@bigorangewatersports.co.uk We will promptly dispatch a replacement (stock permitting) or arrange a speedy refund and recovery of the goods, if required, at our expense. Please don't return faulty or incorrect orders without contacting us first, as we only cover postage costs when providing our own tracked return label. Also, in some instances we are able to refund without return on provision of an image so, if we can save you the time returning an item, we will endeavor to do this whenever possible, subject to warranty terms and conditions rom the manufacturer.

Neoprene Item Return Guidelines: 

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 lengthwise. All refunds are conditional on us receiving your returning item in new condition, as it was posted to you. We love our pets but please NO pet hair on returns - thankyou. 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.