CUSTOMER CARE

Have any questions or concerns? 

We’re always ready to help!

 

 

Call us at

0044 77 6611 4135

or send us an email to:

info@aquatecsports.com

DELIVERY INFORMATION

We aim to provide our customers with an unparalleled service that is second to none.  We deliver worldwide, and aim to provide speedy, yet reliable dispatch to our customers.

Dispatch Time

We aim to dispatch all orders that are in stock within 3 working days. This may vary during peak periods. 

Items that are personalised, made to order or are awaiting stock are dispatched within 3 working days of receipt

of the item. In the unlikely event that your item is out-of-stock, we will notify you within 3 working days.

 

Next Day Delivery

We are pleased to offer a next day delivery service to the UK (including Northern Ireland) and Ireland on our website. Orders qualifying for next day delivery must be placed before 1pm. This option can be selected at checkout, with the price dependent on the item(s) ordered. Please note that orders placed with next day delivery during bank holidays will be dispatched on the next working day. We cannot guarantee next day delivery to Special UK areas including the following post codes AB30, 31, 33-38, 41-45, 51-56, 63, DD8-9, DD10, FK8 3, FK17-21, IV4-9, 63, PH10, 11, 13, 14, TD15 2, HS1-9, IV1-3, IV10-12, 15-20, 30-32, 36, IV13-14, IV21-28, IV40-56, KA27** AND KA28**, KW1-3 AND 5-14, KW15**, KW16-17**, PA20-49 AND 62-78 AND PA80, PA60, 61, PH19-26, 30-44, 49, 50, ZE1-3**, TR21-25.

Orders placed after 1pm with a next day delivery service, will be dispatched on a next day service on the next working day. Please note, orders placed on a Thursday after 1pm or on a Friday before 1pm are not guaranteed for Saturday delivery, on some occasions these orders may be delivered up until Monday. This is due to couriers only offering a half day service on a Saturday.

Delays

In the event that there is a delay with your order we will contact you to notify you, so please ensure the contact information that you have provided is up-to-date. If the revised date is unsuitable simply let us know and we will cancel and refund your order.

Couriers

We use only our most trusted couriers to deliver your goods. Currently we use Royal Mail, Parcel Force and DPD to ensure the efficient and safe delivery of your order. Most of our couriers require a signature upon delivery, so to ensure timely delivery of your order please provide a delivery address where someone will be available to accept and sign

for the parcel.

Pricing

 Free delivery to the UK & Ireland on all orders over £100* Shipping prices are automatically provided on our website. Simply add the required items to your basket and view postage costs on the basket page of our site.

International Orders: VAT, Taxes, Fees and Levies. Orders being delivered outside of the EU (including Channel Islands) will automatically have the VAT deducted at checkout once the delivery address is entered. Please note horse supplements, childrens clothing and books do not have VAT.

Additional taxes, fees or levies may apply depending on local legislation. Any customs or import duties charge when the goods have reached the destination are your responsibility and must be paid by the recipient.

 

Unfortunately we are unable to advise of the cost of any of these charges as they vary from country to country.

Some countries have restrictions on certain products and materials. It is your responsibility to determine whether there are any restrictions that may affect the delivery of your order in your selected destination. You should contact your local customs office for any further information.

RETURN AND REFUND POLICY

Returns Policy

If you have found that the item you have purchased is unsuitable you can return it to us within 14 days of receiving it.  Simply fill out the returns form and enclose it in the parcel. You will find your returns form on the last page of

your invoice. 

Returns are at the customers expense and we advise that you retain your proof of postage. Aquatec Sports does not accept any liability for goods lost in the post or by a courier when being returned by a customer.

Goods returned to us must be unworn, unwashed and in their original packaging. Personalised items are non-returnable. All returns should be appropriately packaged. We are unable to accept returned goods if the manufacturers packaging has been used as the outer postal packing, as we are then unable to offer the goods for resale. We aim to process returns within 7 days of receipt.

Returns address:

Returns Department

402 Clipper Quay, Strand Road, Derry, BT48 7NR

 

Packaging Your Returns

DO

Complete your returns form and include it in the parcel

Package and wrap items appropriately for transit to avoid damage to either the goods or packaging. We are unable to accept returns which have damaged packaging

Retain your proof of postage

Choose a recorded service if your item is valuable. We do not accept any liability for goods lost in the post or by a courier when being returned.

DON'T

Please do not stick labels or tape directly to the products packaging, if packaging is tampered with in any way we are unable to accept the return.

Don't return dirty or soiled items. Faulty goods must be clean or will not be processed.

Holiday Returns

We offer extended returns during holiday periods: 

Christmas

New Year

Easter 

 

Faulty Goods

If an item you have purchased from us is faulty, we will be happy to provide a repair, replacement or refund. In order for us to process faulty goods more efficiently, we would first recommend that you email us with photos and details of the fault to info@aquatecsports.com 

We may then require you to return the goods to ourselves. Upon receipt of the item, the fault will be investigated. We endeavour to resolve the issue within 3 working days from receipt of the faulty goods. On occasion, the product may have to be returned to the manufacturer to determine the fault. In this case it may take up to 30 days for a conclusion to be made. If the goods are deemed faulty we will issue a full refund including the cost of postage. 

If you are returning faulty goods to us, please ensure the goods are cleanly. For health and safety reasons, goods which are dirty or soiled will not be refunded or replaced.

NEED ASSISTANCE?

 

0044 77 6611 4135

info@aquatecsports.com

 

402 Clipper Quay, Strand Road, Derry, BT48 7NR

 

Customer Care Policy

 

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