RETURNS

If you need to return an item to us for any reason, simply follow the steps detailed below to ensure your refund is processed as quickly as possible.

  • We aim to process all refunds within fourteen working days.

  • All goods that are returned must be accompanied with proof of purchase and the order number(s).

  • Goods must be returned in their original packaging with all tags and labels attached.

  • Goods cannot be returned after being used in the pool.

  • You are welcome to use an alternative postage method to return items but you will be responsible for all postage costs or any items lost in transit.

  • Please be aware that you are responsible for the items being returned until they are received by us. We request that they are securely packaged and that you make a note of your tracking number and obtain proof of postage.

(If we have a high volume of returns, refunds may take up to 28 days to be processed)

Returns for Customers Outside of Europe
Go to https://web.global-e.com/Returns/portal/mZ4C and add the GE order number and email that was placed with the order.

Follow the simple instructions to get your returns label for the service of your choosing.

Package up your returns, fill out the returns form that accompanied your order and place it inside your returns package.

It is the customer's responsibility to make sure the product is adequately packed to avoid any possible damage in transit, such items damaged in transit will be returned to the customer and not refunded.

You will be fully refunded for the value of the goods returned; you will not be refunded for any shipping costs (unless the goods being returned are faulty) or any taxes you paid on your order, if applicable.

For International returns, International 'signed for' or 'tracked' postage is recommended in case of loss. Please retain proof of postage.


UK Customer Returns

UK customers are able to take advantage of our FREE Royal Mail 48h tracked returns option. Our UK tracked returns  allow us to track your item at five different points during its journey back to us.

The process is simple:

Step 1: Place the product that you would like to return into the packaging, along with the invoice and a note explaining which action you would like our returns department to complete.

Step 2: Head over to the Royal Mail website to create your returns label https://www.royalmail.com/track-my-return/create/2696

Step 3: Fill out the simple form to create your label

Step 4: No Printer? No worries! If you’re unable to print the label out at home, simply take the email sent from Royal Mail with you to the post office on a mobile device, and they’ll be able to scan the barcode straight from your screen and print the label!

That's it! The rest is up to us.



Returns For Customers Inside Europe

We want to make the experience of returning your items is as quick and easy as possible. We have a number of returns locations around the world so please choose the one which is most convenient for you. For International returns, International ‘signed for’ or ‘tracked’ postage is recommended in case of loss.

It is the customer's responsibility to make sure the product is adequately packed to avoid any possible damage in transit, such items damaged in transit will be returned to the customer and not refunded. You will be fully refunded for the value of the goods returned; you will not be refunded for any shipping costs (unless the goods being returned are faulty) or any taxes you paid on your order, if applicable.

Step 1: Package up your returns, fill out the returns form that accompanied your order and place it inside your returns package.

Step 2: Make sure your item is well packaged and ship it off to the most convenient location from the list below.

Step 3: Sit back and leave the rest to us!

It really is that simple, once we have processed your return, we aim to complete your refund as soon as possible.



EUROPE:

FRANCE:

Ezi Returns - ProSwimwear

Avenue Jean Jaurès

Bagneres De Luchon

31110

FRANCE

GERMANY:

ProSwimwear DE

Dieselstrasse 1

63843 Niedernberg

ITALY:

Ezi Returns - ProSwimwear

Via Ezio Vanoni, 5  

20037 Paderno Dugnano

Milano

SPAIN:

IMX - ProSwimwear

Calle Diamante 19

P.I. La Ermita

29603 Marbella

Malaga

POLAND:

Retco - Ezi – ProSwimwear

ul. Parzniewska 18 bud 2

Pruszków

05-800

UK:

ProSwimwear

Unit 1 Plum Lane

Bridgwater

Somerset

TA6 5HL

Exchanges

Unfortunately, we are unable to offer an exchange service. If you require an alternative item then please place a new order and return the original for a refund.

Faulty Items

Items returned as faulty should be sent for the attention of our returns department and include a brief note including the order number and details of the issue.

The item(s) will then be assessed by our returns team in conjunction with the manufacturer.

Should the item be deemed to be faulty this will be replaced or, in case of an obsolete product, an alternative item will be agreed or a refund will be issued if requested.

If the item is faulty then you will receive a refund for the product (standard delivery costs only).

Please note this process can take several weeks to complete once goods have been received.

Items can only be sent back for review and to be considered as faulty within twelve months of their purchase.

Items will be reviewed for fair wear and tear in accordance with the garment care instructions detailed in our terms and conditions.


Items Sent In Error

Items received in error should be returned to our returns department. On receipt of the item, the item will be replaced, subject to stock, with the correct one or a refund will be given.

UK customers should use the FREE 48hr tracked postage returns procedure mentioned above.

International customers should contact us should they receive an item in error so that the appropriate method can be organized


Promotional Items

At times we will offer our customers an item free of charge under the terms of a specialist promotion. ProSwimwear offers the free items in good faith but cannot be held responsible should the item become faulty in any way and will not be liable for its replacement.


Terms and Conditions

Please do not return items via couriers or postal services other than those detailed on this page <returns link>.

Customers will be liable for any customs or courier charges if they choose to return items to ProSwimwear via a service other than those detailed on this page <returns link>.

All goods that are returned must be accompanied with proof of purchase, the order number and details of any faults which can be added to our ‘Returns Information’ sheet which is included in every package.

We recommend that a certificate of posting should be obtained for items returned. This should be supplied free of charge by the Post Office or courier when you send your parcel.

All goods must be returned in their original packaging with all tags in place. Swimwear, goggles or swimming accessories that have been worn or used in a pool, or chlorinated water cannot be returned for a refund. It is the consumer's’ responsibility to decide the suitability and fit of all items before using the item in a pool and making the item unsellable if returned.

It is the customer's responsibility to make sure the product is adequately packed to avoid any possible damage in transit, such items damaged in transit will be returned to the customer and not refunded.


An Apology

Some customers have reported orders taking longer than usual to arrive. This was due to technical difficulties with our new warehouse location in Germany. These issues are now resolved but our customer services team are currently dealing with higher volumes of calls and tickets than usual, and it will take a little while to work through the backlog. We thank you for your patience.

© 2018 ProSwimwear Ltd. All Rights Reserved.