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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We will issue a refund, exchange the item for a different size / colour if preferred (subject to availability) or offer a store credit.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We will only accept returns from the original buyer.
As a buyer you are protected by the United Kingdom's Distance Selling Regulations and therefore have the right to return any item (excluding custom-made item & non-stock special orders) purchased on pooleharbour.co.uk for a full refund. For purchases made in store, we do not accept returns on items that are no longer wanted (due to being the wrong size or colour) unless purchased without being seen (ie. it is a gift for someone).
To start a return, you can contact us at firstname.lastname@example.org. Please note that returns will need to be sent to the following address:
Poole Harbour Watersports
284-6 Sandbanks Road
Items should be returned at customer's expense to the original point of dispatch, on request this can be arranged by us. If the customer is happy to sort their own return delivery, for your own protection, we recommend that you send the parcel using a delivery service with a tracking service and that insures you for the value of the goods (we will not be liable for any loss or damage to any returned items in transit and products remain your responsibility and property until we receive them).
The refund for the purchase** will be arranged within 30 days after receipt. If the item is returned after our policy of 30 days, you will not receive a full refund and we will offer a partial refund or store credit in return.
You can always contact us for any return question at email@example.com.
** Excludes insurance, freight costs, possible restocking charges, and is subject to inspection as to the item's suitability for resale..
Damages and issues
Please inspect your order upon reception 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.
IMPORTANT: Returning due to damage in delivery.
Upon delivery please check all items have not been damaged in transit before you sign for them. If any damage is visible, please ensure you sign as "Damaged" and you are with your rights to refuse and ask that they are returned to the sender. If you cannot thoroughly check the goods please sign for as ‘unchecked’. It is your duty to inspect and confirm that the goods are in good condition before signing. If the goods are damaged and not singed for as such, Poole Harbour Watersports cannot accept any liability and the item will not be replaced or reimbursed.
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exceptions (restocking charges)
Certain purchases will require a restocking fee if a customer wishes to return a product. If the item is not a stock model and is ordered in especially for an order, we will charge 15% to restock the items that you wish to return. If the item is a special order (pre order) then 15% will also be charged. Any order made and delivered to outside the UK will also automatically lead to a restocking fee. These costs are to cover the processing, packing, administration, shipping and reselling fees for the return of the unfaulty item.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 30 days unless the purchase was made in store in which we will contact you to authorise the refund. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.
Christmas Extension Period
Over the period of Christmas we will extend our return policy up to 60 days. The Christmas period of 60 days can start from 10th November onwards until the 24th December. Purchases made after this time will have a standard return policy of 30 days.