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Returns Information

Extended Christmas Returns

Orders placed between the 1st of November and the 16th of December (inclusive) will be subject to an extended returns period. You will be able to return items purchased during this period up until the 13th of January.

What is your Returns Policy?

We hope you will be completely satisfied with any product purchased from Simply Scuba. However, should you wish you can return it for any reason within 14 days from the date of despatch for a full refund (less postage costs), excluding gift cards and E-gift cards. Items must be unused and in an as new condition with all packaging and labels/tags attached. We aim to process returns as soon as possible, however please allow up to 14 days for your refund to be processed during peak periods.

Please take care when trying items on. If an item is returned to us in an unsuitable condition, worn or damaged, we won't be able to refund you. In this case, we would have to send the item back to you and ask you to cover the costs of delivery. If we don’t hear back from you within 14 days, the goods will be destroyed.

If you return an item that you didn’t purchase from us, we’ll do our best to contact you from the details provided in the parcel. We’re happy to send these back to you and you would be required to cover the costs of delivery (£9 for UK customers). If we don’t hear back from you within 14 days, the goods will be destroyed.

If we feel that a customers returns pattern is unusual then we may have to deactivate the account. 

Your statutory right to cancel under Consumer Contracts Regulations is unaffected. 


How do I return an item?

Please complete the returns form that's provided in your parcel and include it with the securely repacked item(s) you wish to return.  No returns form? No problem; simply include a note with your name, order number and reason for returning.

You can return the item to us using the 3 methods listed below:

  • Creating a returns label on the Royal Mail Portal
  • Post the item back to us directly.
  • Drop it off in our Faversham store.

1. RETURNS PORTAL 

For orders delivered within the UK, you can create your own returns label on the Royal Mail returns portal - https://www.royalmail.com/track-my-return/create/2749 

If this serviced is used then we will deduct £4.50 from your refund. 

Royal Mail will then email you with a label which you can print off and affix to your parcel. Alternatively, if you don’t have a printer, the email includes a QR code which you can present on your phone at any Royal Mail post office and they will print the label and send it off for you.

Please remember to obtain a postage receipt. This will include the tracking number for your parcel so you'll be able to track your return to check when we have it back. Click here to track your return. Once it's received back, we'll process it as soon as we can and aim to have this done within a week. We'll send you an email to confirm once we have processed your refund. 

2. RETURN BY POST

You can return your items to the address below. You will need to pay the postage costs and obtain proof of postage. 

Returns Department - Simply Scuba
5 Jubilee Way 
Faversham 
ME13 8GD 
UNITED KINGDOM

Please be aware that you are responsible for the item(s) until they are received by us. As such, please ensure that they are securely packaged. We advise you make a note of your tracking number and obtain proof of postage from the post office.

3. RETURN TO THE SIMPLY GROUP STORE

You can also return your item(s) along with your returns note or order number in person to our store in Faversham, Kent. One of our friendly colleagues will be happy to assist you with refunding your order.

We are open 7 days a week. For full details click here.


Have you received my return?

To track your return, locate your tracking number or barcode on your postage receipt. If you used our tracking label, it usually starts with two letters and ends in GB. You can enter the tracking number on the Royal Mail website to see if it has been delivered to us in Faversham by clicking here.

If you sent the item back using your own postage method and opted for a tracked service then you will be able to check the tracking to see when it was received back.

If you sent it back on a service without tracking then please allow up to 14 days from when we should have received your item back for your refund to be processed.

You will receive confirmation via email once your refund has been processed and we aim to process returns within a week of receiving them. 


How long will it take for my refund to be processed?

Once it's received back, we'll process it as soon as we can and aim to have this done within a week. We'll send you an email to confirm once we have processed your refund. 


Can I exchange items?

 

We cannot currently offer our usual exchange service. Due to Covid-19 we are operating on limited staff. Therefore, we are asking customers to return unwanted items for a refund, then place a new order for the replacement items. Please accept our apologies for any inconvenience this may cause.

 


Can I return multiple orders back to you in one parcel?

Yes of course, you're more than welcome to return items from different orders in one package back to us. Please ensure you include your returns notes in the parcel or if you haven't got these, then the order numbers, your details and the reason for the return. 


I don't have a returns note, what should I do?

No returns form? No problem; simply include a note with your name, order number and reason for returning inside the package. Your order number can be found on your order confirmation and shipping confirmation emails. 


Can I send something back that I purchased in the Faversham store?

Yes of course. Please enclose a copy of your receipt along with your name and phone number so that we are able to contact you to process the refund once the item is back with us. 

Please return the unused item with it's labels and packaging intact within 14 days.


I think my item is faulty, what should I do?

If your product develops a manufacturing fault within 30 days of purchase, please contact us to let us know about the issue and we’ll look to replace or refund it. Please attach images to enable us to deal with your query quickly.

If you’ve purchased the item from us within the last 12 months and it’s developed a manufacturing fault, please contact us. Our Customer Care team will be in touch to let you know how to proceed and in most cases, we aim to offer a repair if possible. Please note that we will need a reasonable amount of time to carry this out and will do our best to come to a resolution as soon as possible. To speed up the process, please attach images to the form to assist our Customer Care team.

If it's been over 12 months and is still within the warranty then please contact the manufacturer directly. 

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