Returns Policy

Simple, quick and free*

We have tried to make returning unwanted products purchased on our website as simple as possible for you. We appreciate you cannot try before you buy so we have linked with PayPal to offer every customer the opportunity to activate free returns * for up to 12 eligible orders per year when bought through this website! How does it work? You simply activate your returns service for free, when placing an order, before you checkout, and if you don’t want to keep the item you bought once received, just return it to us for a refund, as new and unused, within 30 days of receipt, using the straightforward returns form below. Retain your postage receipt showing the amount you paid to return your item and then simply request your reimbursement from Paypal for your postage paid on any qualifying return, once your refund has been processed. PayPal cover postage up to £15 per return for a maximum of 12 individual returns a year, from the date of activation, on eligible PayPal purchases. Activation details here :  https://www.paypal.com/uk/webapps/mpp/refunded-returns 

Returning your item:


 Click here for printable returns form 


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. 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:

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 for the free returns service with 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.