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RETURNS POLICY

Our returns procedure is separate from your statutory right to cancel and to reject faulty or misdescribed goods. Our returns policy does not affect your statutory rights. 

 

Returns

You may return new, unworn or unused items within thirty (30) days from the date on which the goods were shipped to you. Returned items must adhere to the following conditions:

  • Be in new, unused and unworn condition.
  • All product tags and hygiene strips are intact and in place.
  • Are in all original packaging as received by you.
  • Have been tried on wearing underwear.
  • Are clean and free from streaks, marks and odour.

You have a legal obligation to take reasonable care of the goods whilst in your possession. It is your responsibility to ensure purchased goods are suitable before making them unreturnable. Do not affix return labels, stickers or sellotape directly to the product box or product packaging. Item(s) returned as such will be treated as being damaged. 

We recommend using a tracked or signed for service when returning an item. We do not provide any guarantees that we will receive your return.

 

Non returnable items:

  • Intimate or sanitary goods
  • Gift cards
  • Downloadable software products
  • Consumables
  • Health and personal care items
  • Customised goods

 

Our return address is:

ProSwimwear Returns
Unit 1 Plum Lane
Bridgwater
Somerset
United Kingdom
TA6 5HL

 

Exchanges

We are not able to offer an exchange service due to our highly fluctuating stock levels. We will only issue a like-for-like replacement for defective, faulty or damaged goods. 

Please contact our customer services team for information on an exchange of defective, faulty or damaged goods.

 

Refunds

Once your return is received and inspected, we will email you via the email address used when placing your order. We will notify you of the approval or rejection status of your refund.

If approved, we will process your refund within fourteen (14) days to the original payment method used. Orders paid for by gift card, will be refunded to a new gift card which will be emailed to you. Orders paid for with store credit will be refunded to store credit only.

There are certain situations where only partial refunds will be granted. These include but are not limited to: Any returned item not in original condition, damaged, does not adhere to our returns conditions or is missing parts for reasons not due to our error.

Where a partial refund is offered, we will email you via the email address used when placing your order.

Where an item is returned outside of the 30 day return window, we will issue a refund via store credit only.

Please note: We will only issue a refund (whether full, partial or store credit) after successfully receiving your goods. No refunds will be issued for items not returned to us. We are not responsible for delays with returning items nor the misdelivery of goods returning to us. These issues are unfortunately outside of our control and we are not to be held responsible.

We will not refund any delivery charges in the case of returned items. You will only be reimbursed the original delivery charge where you exercise your statutory right to cancel or to reject faulty goods as described below. We will only pay the return costs and subsequent re-delivery costs (if applicable) if the return is as a result of our error or the goods are faulty or misdescribed.

 

Promotion items

At times, we will offer our customers an item free of charge under the terms of a specialist promotion. ProSwimwear offers the free items in good faith but cannot be held responsible should the item become faulty in any way and will not be liable for its replacement.

If you are returning an item back to us, please include any free promotional items with it. We reserve the right to refuse a refund if the promotional item is not returned along with your qualifying purchase.

 

Faulty

The first step with any faulty return, is to submit a faulty return request. Please include clear photographs detailing the faulty nature of the item(s) in question. Our customer service team will then guide you through the returns process.

 

To submit a faulty return request, click here and select ‘A damaged or faulty item’ within the ‘I need help with…’ dropdown selection box.

 

Any items returned as faulty will be inspected by our returns team for manufacturing or quality defects. We may need to liaise directly with the manufacturer to confirm any faults found and we will notify you of any applicable refund(s) via email within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within thirty (30) days of the day we confirm via email that you are entitled to a refund for defective goods.

Items will be reviewed for fair wear and tear in accordance with the garment care instructions detailed in our terms and conditions. Items will also be inspected for common customer misuse and/or mishandling issues.

Please note: If an item is returned as faulty and upon inspection no manufacturing or quality defect has been found, or any damage to the item is found to be caused by customer error, misuse and/or mishandling then no refund will be issued. You will be required to make an additional payment in order for us to return the goods to you. The amount of such will be confirmed by our customer service team by email. We will hold items for a period of fourteen (14) days from notification of additional payment being required before disposing of.

 

Statutory rights to reject faulty or misdescribed goods, or cancellation.

Faulty or misdescribed

If the goods are faulty or misdescribed, you have a short term right to reject the goods within 30 days of delivery. If you do not exercise this right, you have a right to the repair or replacement of the faulty goods within 12 months of purchase. If such a repair or replacement is inadequate, you have a right to reject the goods and obtain a full refund.

 

Cancellation

To cancel your order, you must submit a cancellation request within fourteen (14) days of receiving your goods. If your order consists of multiple deliveries, the fourteen (14) days begin upon taking delivery of the final part of your order. Upon notifying us of your intent to cancel, you then have a further fourteen (14) days to return the goods to us.

 

To submit a cancellation request, click here and select ‘Cancelling my order’ within the ‘I need help with…’ dropdown selection box.

 

Any orders not cancelled through this method will be treated as being returned under our returns procedure (see above).

 

 

 

All time periods quoted in this policy will be extended to the next working day if they end on a Saturday, Sunday or Bank Holiday. This includes all cancellation periods and the time limits for returning goods, providing refunds, etc.

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