Returns & Refunds Policy

Hassle-free 30-day return policy, clear return guidelines, hygiene exceptions, exchange procedures, and prompt refund processing SLAs based on UAE Standard Time (GST).

Official Policy Version 2.4 UAE Standard Time (GST / UTC+4)

1. 30-Day Return Guarantee

We want you to be completely satisfied with your water gear. If you are not delighted with your purchase, you may request a return within 30 calendar days from the date of delivery.

  • Eligible Condition: Returned items must be unused, unwashed, free from dirt/sand, and in original resellable condition with all factory tags, accessories, instruction manuals, and original packaging intact.
  • Proof of Purchase: A valid order number and matching customer email address are required for all return requests.

2. Non-Returnable & Hygiene Restricted Items

For health, safety, and hygiene reasons, certain product categories are non-returnable once opened or unsealed:

  • Inflatable swim products or mouth-inflated valves that have been unsealed, inflated, or submerged in water.
  • Swimwear, rash guards, water shoes, or wetsuits that show signs of wear or missing hygienic liners.
  • Final sale items, gift cards, clearance merchandise, or customized repair kits.
  • Defective or damaged items are exempt from non-returnable restrictions and will be replaced or refunded in full.

3. Step-by-Step Return Process

Initiating a return is fast and straightforward:

  • Step 1 - Request Return: Contact our support team at elvora76@gmail.com or visit our Order Support Desk with your order number and reason for return.
  • Step 2 - Receive Authorization: Our team reviews requests during UAE business hours (Monday-Thursday 9am-5pm, Friday 9am-12pm GST) and issues a Return Merchandise Authorization (RMA) with warehouse return address instructions.
  • Step 3 - Pack & Ship: Securely pack the item in sturdy packaging. Post the return using a trackable shipping service. Customer is responsible for return postage unless the item was damaged or incorrectly shipped by us.

4. Inspection & Refund Processing SLAs

We handle all returned merchandise with care and transparency:

  • Warehouse Inspection: Returned items undergo inspection upon arrival at our distribution center within 2 UAE business days.
  • Refund Credit SLA: Once approved, refunds are credited back to your original payment method (Visa, Mastercard, Apple Pay, etc.) within 3 to 5 UAE business days.
  • Bank Processing: Depending on your financial institution, funds may take an additional 2 to 7 business days to reflect on your statement.
  • Restocking Fees: No restocking fees apply to standard returns in original condition.

5. Exchanges & Defective Products Replacement

If you received a defective item, wrong size, or damaged product:

  • We will issue a prepaid return label and dispatch an immediate free replacement or process a 100% full refund including original shipping fees.
  • Contact elvora76@gmail.com with clear photos of the defect within 7 days of delivery for expedited resolution.