Delivery Information & Refunds Policy

 

RETURNS AND REFUNDS POLICY

Thank you for shopping with Excel Marine Limited. We want to ensure your complete satisfaction with your purchase. Please read the following Returns and Refunds Policy carefully to understand our guidelines for returns and refunds.

  1. Eligibility for Returns and Refunds: 1.1 We accept returns and refunds for unused and unopened products within 14 days from the date of delivery. 1.2 To be eligible for a return or refund, the product must be in its original condition, including all packaging materials, tags, and labels. 1.3 Products that are damaged, used, or returned after 14 days from delivery will not be eligible for returns or refunds.
  2. Return Process: 2.1 If you wish to return a product, please contact our customer support team within 14 days of receiving the item, providing the following information: - Order number - Reason for the return - Condition of the product, Please email support@excel-leisure.co.uk 2.2 Our customer support team will guide you through the return process and open a support ticket regarding the issue. 2.3 You are responsible for shipping the product back to us, ensuring it is adequately packaged to prevent damage during transit. 2.4 We recommend using a reputable shipping service with tracking and insurance, as we cannot be held responsible for lost or damaged items during return shipping.
  3. Refund Process: 3.1 Once we receive the returned product and verify its condition, we will initiate the refund process if applicable. 3.2 We will refund the original purchase amount, excluding any shipping or handling fees, using the original payment method. 3.3 Please allow a reasonable period for the refund to be processed and reflected in your account. The exact time may vary depending on your payment provider.
  4. Non-Returnable and Non-Refundable Items: 4.1 The following items are non-returnable and non-refundable: - Used or damaged products - Products returned after 14 days from delivery - Products without original packaging or missing parts 4.2 We reserve the right to refuse returns or refunds if the returned products do not meet the eligibility criteria mentioned in this policy.
  5. Damaged or Defective Products: 5.1 If you receive a damaged or defective product, please contact our customer support team within 48 hours of delivery. 5.2 Provide detailed information and images showcasing the issue to support@excel-leisure.co.uk, and we will assist you in resolving the matter promptly. 5.3 In the case of a damaged or defective product, we operate on a back-to-base warranty where the customer will be required to return the original product back to us.
  6. Exchanges: 6.1 We currently do not offer direct product exchanges. In the event of a warranty claim or damaged item, Excel Marine Limited will endeavour to replace the product on a like-for-like basis. If this can’t be done or is not applicable, please refer to Section 3.
  7. Shipping Costs: 7.1 Shipping costs for returns are the responsibility of the customer unless the return is due to a damaged or defective product. 7.2 Original shipping and handling fees are non-refundable.
  8. Modifications to the Returns and Refunds Policy: 8.1 We reserve the right to modify or update this Returns and Refunds Policy at any time. 8.2 Any changes to the policy will be effective immediately upon posting the revised version on our website.

By completing a purchase with us, you acknowledge and agree to adhere to the terms and conditions outlined in this Returns and Refunds Policy. If you have any questions or require further clarification, please contact our support team at support@excel-leisure.co.uk.