Shipping & Returns

Delivery

1. In stock items will generally be dispatched the same day but some out of stock products may take longer. Any delivery date will be an estimate only, although Otter Watersports will always strive to make sure your goods are delivered in 3-4 working days. We shall not be liable for delays caused by matters out of our control.
2. Any claim based on any defect in quality or condition of the products must be notified to us within 16 days of delivery after which it will be asumed you have accepted the goods.
3. Free delivery is offered on some of our goods, items exempt from this include some special offers and heavier items, such as lead weights.
4. Risk of damage to or loss of the product shall pass to you at the time they are delivered.
5. For UK couriered consignments we reserve the right to charge a GBP15 (£15) charge for redirection to address other then the delivery address specified in your original order. If no delivery address is specified consignments will automatically be sent to the billing address.
6. We do not accept any liability for delays caused by items that are out of stock at the time the order is placed.

Export

1. If goods are to be shipped or used overseas, then it is your responsibility to ensure that the product is able to be shipped to and used in your country. Also that you have the correct qualifications to purchase the items.
2. Incorrectly sized items (suits) dispatched inside or outside the United Kingdom and inside the European Union can be swapped but customers are responsible for the cost of shipping the items back to us and then the return carriage costs, to return the goods back to the customer. If any product that is purchased is faulty we will exchange it for an identical replacement free of charge or a full refund. 
3. Due to it being a circumstance beyond our reasonable control, we do not accept any responsibility for shipment delays due to customs issues and/or for any excise duties levied on a consignment.

Returning unwanted, wrong size or faulty goods

1. If any product that is purchased does not turn out to be the correct size for you then we will exchange it for the correct size provided that the product has not been used in any way and is returned to us in its original packing "as new". If there is a problem then contact us immediately to speak to one of our team on 01274 379480 If any product that is purchased is faulty we will exchange it for an identical replacement free of charge provided that the product is returned to us in its original packaging and the fault is notified to us. The replacement is at the discretion of the management/technician. Please note that fault during use, such as flooding, may require goods to be returned to manufacturer for warranty confirmation.
2. We want you to be confident that you have the full support of our technical team when making a purchase and that should any product prove to be faulty we will ensure it is repaired and returned to you with the least disruption. Should you believe that any product you have purchased from us is faulty, first contact us, letting us know the problem, giving us as much detail as you can and one of our team will let you know of the best action to take. If the item needs to be returned we will do everything to remedy the problem as quickly as possible. (This will not affect your statutory rights).
3. Please contact us before returning any unwanted items. A full refund (minus the cost of posting the item to you) can be issued for any unused returned goods.
4. Please contact us before returning any items. If the item was ordered incorrectly i.e. wrong size or colour then a free exchange can be made. Postage will not be free on the return item.
5. When returning goods please enclose receipt, and a note (with the member of staff spoken to on the phone) and all contact details (including daytime phone), explaining why the goods are being returned. It is essential that this is filled out and attached to your original receipt when returning the item. If this is not filled in and returned then your request will not be processed.
6. Please be aware that any bag damaged in transit on an airline is the responsibilty of the airline and NOT the manufacturer. We advise all customers to report any damage/compensation directly to the airline

Cancellations

1. You may cancel your order and receive a refund within 10 days of receiving the goods. A deduction may be made from the refund to cover the direct costs of collecting the goods where they have not been returned, as requested, by the consumer.
2. To cancel or return all or part of an order you must notify us immediately by telephone.