Returns Policy
Here you'll find all the information about returning items to us. All returns requests should be submitted via our Returns Centre page to ensure we know to expect your parcel and speed up the returns procedure.
Mike's Dive Store always offer an extended returns policy of 60 days - so you can rest assured that if the suit, piece of diving equipment or gift doesn't suit then just send it back, and we will either offer a full refund less any postage costs or issue you with store credit. In todays hectic world, we know it can take longer to get around to things sometimes!
Refunds / Store Credits (the official stuff):
Once the item is returned to us, we will inspect it and will notify you of your refund/replacement or store credit via email. This is usually done within 14 working days of receiving your return into our Warehouse. During busy periods, please allow up to 14 days for your return to be received and processed. In the current situation we have also imposed a quarantine period on all returns to help protect our staff and other customers.
UK law automatically gives you a 14 day ‘cooling-off period’ when you buy something you haven’t seen in person, i.e. online. We don't think that 14 days is enough though which is why we give you 60 days, starting as soon as you receive your order. Some items are not eligible for return though, including:
- Products that deteriorate quickly
- Products that have been personalised, made to measure or custom-made specifically for you
- Products that are end of line, items that we can no longer replace, obtain parts for or repair.
Any items you wish to return for a refund must be unused and in an 'as new' condition with all packaging intact and all original labels and tags attached to the item. Removal or loss of original labels may affect your return.
The products should not have been used in water, even for testing, until you are happy with them as they cannot be returned once used in water. Any evidence of use in water may result in the refund being rejected and the items returned to you.
Please note - Items that can't be refunded - Prescription dive masks and earplugs, due to customisation and hygiene reasons.
Please also note that special orders that required stock to be ordered in to fulfil may incur a 20% restocking fee.
We do hope you will take reasonable care of the items you wish to return as we reserve the right to refuse a refund and return the goods to you if they are not fit for re-sale.
Exchanges:
If you wish to return an item for an exchange please place a new order for the correct item and return the unwanted item to us by requesting a return via our Returns Centre. Once it has been received, processed and approved we will action the refund. This is to eliminate any delay with the delivery of your item wherever possible.
Please contact our Customer Service team on +44 020 8994 6006 if you have any questions regarding exchanging an item or items on your order. Details on how to return your item can be found below.
How to Send Items Back to Us:
The items you want to return can be easily found and selected by entering your order number or the email address used when you placed the order.
- Submit your returns request via our Returns Centre
- Bundle up your unwanted goods for return, including keeping all the original product packaging intact.
- To send the goods back to us, you can choose your own preferred carrier or pick one listed below.
We’ve tried to take the hassle out of returning goods to us so have provided you with some simple & cost effective ways of returning, please see below;
| Service | Returns from | Parcel size | Cost |
|---|---|---|---|
| DPD Return to Shop |
|
The 2 longest sides of the parcel must be less than 120cm when added together and not exceed 20kg in weight. | Flat rate of £5.21 per parcel |
| A Carrier of your choice |
|
We advise that whichever service you choose to return goods back to us, that you choose an insured and traceable service. We are not responsible for return postage other than for faulty or wrongly despatch items. Neither can we accept responsibility for packages that never reach us. | |
Return Via ![DPD]()
- Drop it off at one of the 2,500 DPD Drop Off Shops
- Price is £5.21
Our Return Address
Mike's Dive Store
Attention: Returns Department
Unit 14 Enterprise Court
Rankine Rd
Basingstoke
RG24 8GE
Tel +44 020 8994 6006
support@mikesdivestore.com
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly dispatched item.
Please repack your item with care using all the original packaging or a suitable alternative. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.
If an item is not packaged correctly and has been damaged in transit back to us, we will contact you and may need to either return the product to you, or only issue a partial refund via credit note.
If an undamaged item is returned to us outside of the 30-day time frame, a voucher (valid for 1 year) will be issued, at the discretion of Mike’s Dive Store.
We cannot accept responsibility for packages that never reach us.
Items sold on clearance are non-returnable due to the nature of the sale - This does not affect your statutory rights.
Cancellation Policy at Law
If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call our Customer Service team on +44 20 8994 6006 or inform us via email at support@mikesdivestore.com. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund via your original method of payment.
If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery.