Incorrectly Ordered ItemsWe hope that you will be happy with everything that you buy from us but we do understand that occasionally things might not be quite right.
In these circumstances we want you to have confidence in us to resolve the problem quickly. You have up to 28 days from receipt of your order to return an item for a no quibble refund. If you are returning an incorrectly ordered item (for example: you don't like the colour, it's the wrong size or you've simply changed your mind) then you will be responsible for any return postage costs.
It is your responsibility to ensure that the item is returned to us in an unused, resalable condition, packaged in a safe and secure manner, preferably with all original packaging, we suggest that you use a recorded postal/courier service. Please ensure that the service you use covers the value of the goods in the parcel.
Return shipping costs are non-refundable unless the error is ours.
Faulty Items
If you wish to return an item because it is faulty upon receipt or has developed a fault, please contact us via email at shop@AQW.uk or call us on 015394 442121 so we can advise what needs to happen next.
Several types of goods are exempt from being returned: Facemasks/Buffs, Energy food products, videos, DVD, computer/gps software, personalised goods, gift cards and vouchers, underwear or personal safety equipment.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
For example: A book with obvious signs of use, a wet wetsuit, any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery.
In cases where the item is faulty, we may offer a reasonable refund of postage costs, please talk to us first to organise this.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange an item for, perhaps for a different size or colour, please send us an email atshop@AQW.uk. In these instances all post costs associated with the transaction must be borne by the customer, but we will endeavour to help you in whatever way we can.
Refunds (if applicable)
Once your return 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.
Refunding the cost of delivery
Please Note: We will only refund the basic delivery cost of getting the goods to you in the first place, if you opted for an enhanced servicee.g. guaranteed next day, we will only refund our standard basic cost.
If you are approved, then your refund will be processed, and a credit will automatically be applied to yourcredit card or original method of payment, within 14 days of the receipt of the returned goods.
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 either via phone (015394 42121) or email (shop@AQW.UK).