Refund policy

ONLINE Cancellation & Refund Policy

 

We have a 14-day cancellation and return policy for refunding items purchased online. This means that you must contact us to request a return and refund within 14 days of your order. You then have a further 14 days to ensure the item is received back in store. If you do not contact us with your cancellation / refund request within 14 days we will be unable to refund your order; this does not apply to damaged items or warranty claims (see below). We recommend using a trackable service for your return as we cannot be held responsible for items lost in transit.

 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags still attached, and in its original packaging. You will also need the receipt or proof of purchase. 

 

To start a return, you can contact us at enquiries@madwatersports.co.uk. You will be responsible for the postage to return an unsuitable item and as we are not liable for items lost in the post, you should ensure that the package is insured and tracked in case of loss. Items sent back to us without first requesting a return will not be accepted. In some circumstances, a re-stocking fee of 2% may be charged at the sole discretion of the Directors.

 

You can always contact us for any return question at enquiries@madwatersports.co.uk.

 

Please Note: Our In-Store Returns Policy differs from the Online Returns Policy and is available to view in store.

 

Damages and issues 

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

There is generally a 12-month manufacturer warranty against manufacturing defects on most of the products we sell. If you have experienced a problem due to a manufacturing fault within this period, we are happy to act on your behalf and contact the brand to initiate a claim. To do this, please send an email to enquiries@madwatersports.co.uk explaining the fault in detail and include photographs clearly showing the fault. Photographs are essential when making a warranty claim. You will also need to provide dated proof of purchase for the specific item.

 

Exceptions / non-returnable items 

 

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds 

We will notify you once we’ve received and inspected your return and you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.