Returns Policy, Process and Printable Returns Form

Simple Returns Process:

We hope you are delighted with your order and enjoy using the kit you have bought. However, we know that, for a variety of reasons, you may wish to return the purchase you made. We make this as hassle free as possible for everyone involved. 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 that individual items may have been presented in, within 60 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. To enable us to identify your purchase and process a speedy refund on the day of receipt, include a handwritten note with information we can use to identify your purchase easily for you - the same information we cover in the printable returns note - just use this as a guide. Name, contact number and order ID as a minimum. Thank you. 

Refunds Requirements:

We offer 60 days, from the date of receipt, for you to return your item for a refund. A few standard conditions that we all would expect, ensure your refund can be processed on the day we receive it. The goods need to be unused, undamaged, with all tags attached and include the individual item packaging. If the item comes in its 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 returned item whilst in transit, so it is advisable to cover yourself against loss or damage in transit. Always retain your proof of posting.

Need a different size or colour:

All items we sell come with a warranty which relates to the item you buy on your order confirmation. Should you ever need to contact us regarding your order, for whatever reason, it is easier if the item you are contacting us about shows on your purchase history. For this reason, 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. We offer free delivery on orders over £20 and your order will benefit from same day dispatch for weekday orders placed before 2pm. We all then have an accurate record of your purchases, for future reference and warranty purposes.

Faulty or incorrect orders:

We try our best to be accurate when picking your order and only use manufacturers who produce quality items. If you have received a faulty item or not what you ordered, we are sincerely sorry and 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 from 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.