Returns Policy
If you are not 100% happy with your purchase please return your item for an exchange or refund within 30 days of taking ownership. Simply fill in the returns form on the rear of the invoice that came with your delivery and post the goods back to us. Please note we do not cover the cost of returns postage.
Returns (refunds and exchanges)
If you are unhappy with your item, please let us know. Our Returns Policy gives you 30 days to return or exchange an item bought online with a valid receipt. If 30 days have gone by since your purchase, we cannot offer you a refund or exchange.
To be eligible for a refund or exchange, goods must be returned in a re-saleable condition. That means your item must be unused and in the same condition that you received it. The item must be in the original packaging and returned with any accessories, labels and “free gifts” or bonus items. To complete your refund or exchange, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Under the Consumer Rights Act you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later). After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement
Refunds (if applicable)
Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 calendar days. Please allow up to five working days for money to appear in your bank account.
There are certain situations where only partial refunds are granted (if applicable): Books or other paper products with obvious signs of use; Any item not in its original condition, which is damaged or missing parts for reasons not due to our error; and Any item that is returned more than 30 days after delivery.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@secretspot.co.uk
Sale items
Sale items can be returned as normal, following the standard procedures.
Refused Shipments
Should you order an item and then refuse to accept the delivery of your shipment, this will incur a sur-charge of 15% of the products value to cover costs. Note that on sufboards, the minimum refusal sur-charge is £30, on wetsuits £15 and £7.50 for all other products
Exchange (if applicable)
If you need to exchange an item, plese fill out the returns form that was sent with your item, identifiying the reason for your return and they item your require in exchange and post to:
Secretspot.co.uk
Unit 8 Farfield Business Park
Wykeham
Scarborough
North Yorkshire
YO13 9QB
UNITED KINGDOM
Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.
Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping To return your product, please mail your product to:
Secretspot.co.uk
Unit 8 Farfield Business Park
Wykeham
Scarborough
North Yorkshire
YO13 9QB
UNITED KINGDOM
With your details and reason for returning. You will be responsible for paying for your own shipping costs for returning your item, unless the item is faulty. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.
Wetsuit Warranty & Returns
Wetsuits do not last forever!! Modern suits have become incredibly flexiable and warm but with those advancements comes the fact that their longevity has been affected. If you surf 2-3 times a week then expect a couple of seasons wear before they start to deteriorate. Please bear this in mind before considering returning any suit to us!
The decision to replace or repair a product is made by the Secret Spot Warranty Department after receiving the wetsuit back with us, we cannot 100% confirm a warranty until we have the wetsuit back with us for examination. If the wetsuit is found to be defective under normal use and proper care (see below) , Secret Spot will return your wetsuit to the supplier for repair or to replace the wetsuit for you.
The wetsuit warranty will cover failures in a wetsuit deemed to be failures in the manufacturing process or faults caused by material failure as below:
Split seams either due to glue failure or stitching failure
Zip failure where the zip mechanism has failed
Internal delamination of the wetsuit lining
Peeling knee pads
Failure of taping internal or external as long as the suit has been looked after
Examples of wetsuit warranty claims that won't qualify
Fading from sunlight
Logos rubbing off due to friction with board or other item
Peeling of internal tape where the glue has turned white, this is caused by uric acid ie the suit has been peed in and not rinsed well enough
Wetsuits over over 24 months (from date of original purchase)
Warranty request without receipt/proof of purchase
Wetsuits that have been repaired at home or by anyone besides repair companies recognized by the wetsuit brand concerned
The wetsuit is clearly worn and at the end of its useful life
A Wetsuit can be deemed at the end of it's life for a number of reasons including (but not limited to):
Cracked, dry neoprene.
Wetsuit damage caused by anything other than defects in materials or workmanship i.e. finger nail damage to smooth panels of the wetsuit
Wetsuits used in commercial, rental, teaching or instructional programs or activities
Wetsuit damage caused by extended or excessive exposure to sunlight ie faded colours
Improper handling or storage, or failure to follow treatment instructions ie deep creases in the neoprene panels where its been folded badly
Returning Your Wetsuit
When returning your wetsuit to us, please ensure you follow these repackaging steps:
1. They must be returned clean and dry with a copy of proof of purchase/receipt.
2. Reattach any tags if they have fallen off
2. Roll (DO NOT FOLD) the wetsuit. If you fold or screw up your wetsuit and create a crease in the neoprene, then we cannot offer a full refund or exchange. To ensure the wetsuit comes back to us crease-free firstly place the arms across the chest of the wetsuit and then carefully begin rolling from the legs up until fully rolled.
3. Your wetsuit is now ready to be placed back in the bag that it arrived in (or similar) for returning to us.
Surfboard Warranty
If you feel your surfboard suffers from a manufacturing or workmanship defect please email info@secretspot.co.uk with your order number, a detailed explanation of the issue and clear digital photos of the specific area(s) of concern. On receipt of this information we will determine whether you have a valid warranty claim and then seek a appropriate resolution.
What is defiantely not covered
Because of the nature of the sport of surfing boards are not guaranteed against breakage, creases, cracks, heat damage, broken fin boxes, dings, compressions or discoloration, however caused, simply because the circumstances are out of our control. Surfing places huge demands on equipment; even small waves or impact can create sufficient pressure to snap or crease a surfboard. In addition a small insignificant impact on a surfboard can lead onto a much bigger issue if the damage is not repaired fully.
Right to cancel
In addition to our Returns Policy, under the Consumer Contracts Regulations, you have the right to cancel your order up to 14 days from the day you receive your goods if you are an online, mail or telephone order customer. You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods. The refund will not include any standard delivery charges paid.
You will be responsible for the cost of returning a cancelled order to us. To exercise your right to cancel follow the steps below: Email info@secretspot.co.uk with your order number We will refund to you the price paid for the items. You will be refunded to your original method of payment within 14 calendar days of our receipt of the cancelled items or, if earlier, within 14 days from the day we receive proof of return from you. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.