needessentials RETURN, REPAIRS & WARRANTY
Shopping with needessentials EU should be simple and hassle free just like our suits and products. Please take the time to read below.
(*please note that in light of the current COVID-19 pandemic and in keeping with Governmental recommendations, returns for either exchange, refund or warranty purposes are received and quarantined for a period of 48-72hrs prior to being handled- further to this quarantined period, returns are handled in-line with our standard terms and conditions).
Sometimes you may need to return something
Shopping with needessentials Europe should be simple and hassle free. We hope you will always be entirely satisfied with the products you purchase however; if in the event you need to return an item we have a simple straight forward policy and process to help you.
Returns policy statement
If you are not satisfied with your purchase within the first 14 days, you have the right to return the goods for whatever reason, provided they have not been worn or used, are in perfect saleable condition and in the original packaging.
needessentials Europe reserve the right not to be liable for shipping charges if you are returning an item due to a change of mind, product does not fit or any other reason that is not deemed a warranty issue.
Refunds can only be made to the original purchasing card and will be made within 14 days of receiving and validating the returned goods.
If a product is considered to be defective under normal use and proper care then please return the goods to needessentials in the territory purchased. This policy only covers products purchased from needessentials Europe and no other territory. You must provide proof of purchase for a warranty claim to be processed.
Contact needessentials Europe for a returns form so the product can be quickly identified on return and processed accordingly.
Returning for Refund or Exchange
- Ensure the item is in as new condition in the original packaging with any tags or notices as shipped to you.
Returning because of a fault
- Ensure the item is clean for example wetsuit products are washed in fresh water and dried.
Whether the product is being shipped for return, exchange or warranty issue we ask that the product is properly packaged to mitigate shipping damage. This protects both parties by way of ensuring the product is delivered in the best possible condition and speeds up the returning process.
Wetsuits require particular attention to packaging care. Roll the wetsuit up from the bottom of the legs, up to the neck (as it was received) to reduce the risk of creasing and/or compression points during transport.
Place the return goods into waterproof package to ensure they are protected from water damaged during transit.
Clearly mark on the front of the packaging:
- needessentials Europe address and post code
- The returns number provided to you on the returns form
Place your/sender address on the back of packaging
Informing us its been sent
Send an email to needessentials Europe telling us it’s been shipped providing the relevant shipping details i.e. copy of shipping invoice and shipping reference number. This ensures we know it’s on its way and roughly when it will be expected at our distribution center so it can be processed as quickly as possible.
Include the following with your return
Include the original purchase receipt and your contact details (i.e. name, date, returns address, email address, contact number) and completed returns form.
For faulty items provide an explanation of the fault and any other relevant information which will help determine the cause of the fault. This helps you the customer to get a swift and positive outcome and helps us the supplier improve our products by designing out such faults.
If returning because of other reasons it would be useful to know as it could help with design, sizing, other aesthetic or stocking improvements to enhance our customer experience.
The customers responsibility
For cancelled or exchange items it is the customers responsibility to arrange the return carriage of goods, ensure the goods are packed and protected against shipping damage to arrive back at needessentials Europe in as new condition.
For warranty items it is the customers responsibility to arrange the return carriage of goods, ensure the goods are packed and protected against shipping damage to arrive back at needessentials Europe in the condition they left you.
In the event of an agreed faulty or an incorrectly received order, needessentials Europe will reimburse the return shipping cost.
Refusing to accept a returned item
needessential Europe reserve the right to refuse any item for refund or exchange if they;
- have been incorrectly packaged leading to damage during transit rendering them unfit for resale.
- are marked, soiled, stretched, bleached or damaged in any way.
- have been worn other than to try for size
- have been used for any purpose whatsoever in or out of water.
If an item is received either soiled ( i.e. sandy or dirty ) or wet, needessentials EU reserve the right to charge a fee of £20 in order to clean, dry the returned item before being processed.
Unfortunately, this will increase the time taken to resolve any issue, so please be mindful of this.
Repairs and replacements
Sometimes you may experience a fault
Shopping with needessentials Europe should be simple and hassle free. We hope you will never have trouble with a needessentials Europe product however; in the event your product is deemed faulty we have a simple straight forward policy and process to help you.
Products accepted as faulty
If your product has been returned and assessed by needessentials Europe and or its representatives as being faulty then it will either be repaired or replaced free of charge within the given warranty period.
If the fault is deemed by needessentials Europe financially or impractical for repair it will be replaced with a like for like product. If that product is out of stock and cannot be sourced within 20 business days then a refund may be offered.
If the fault is deemed by needessentials Europe financially or practical for repair it will be professionally repaired using products to needessentials Europe exacting standards by an authorised needessentials Europe repairer. Depending on the nature of the repair it can sometimes take up to 20 business days to turn around however we will always get the work done as quickly as possible.
Sometimes it happens
We pride ourselves on being able to provide quality products for a fraction of the cost but occasionally faults occur which can be upsetting and inconvenient but we can assure you we will do everything we can to rectify a genuine fault with minimal delay.
With decades of experience in the design, manufacture, retail and use of surf products we can identify any fault with manufacture or material and make the appropriate judgment quickly to get you back to doing what you love to do.
needessentials Europe provide from the original purchase date a guarantee to the original owner on workmanship and materials on all of its products under normal recreational use the limit of which depends on the following product categories.
- a limited one year warranty on neoprene wetsuit products (excluding boots and accessories).
- a limited 90 days warranty on neoprene boots, accessories and boardshorts
- a limited one year warranty on jackets and apparel
The warranty covers you against material and manufacturing defects that become apparent during the warranty period. Defects are classified as:
- Imperfections in the neoprene causing breakdown and failure
- Imperfections in other materials causing breakdown and failure
- Degrading of glues used to bind pieces of neoprene together which then causes a delamination
- Stitching that becomes undone and runs or pulls away from the neoprene or other materials
- Failure of a component used in the wetsuit or other product
If a product is proven to be mishandled, misused, altered, repaired by an unauthorised third party or unreasonably treated then the warranty may be null and void.
The warranty does not cover anything that is considered within the design parameters of the product. For example, a wetsuit by definition is not a dry suit and will be subject to varying degrees of water ingress. A waterproof jacket will be waterproof however water may ingress through a gap in the neck or running down a sleeve.
needessentials Europe will determine the basis of a warranty claim and submitting a claim does not guarantee a repair or replacement. Products returned will be examined by needessentials Europe and or authorised repairers who will make a professional judgment based on the physical evidence and any supporting information supplied. needessentials Europe will inform you of the outcome and the action taken which will be either repair, replace or reject the claim.
This warranty gives specific legal rights; it does not affect any other statutory rights you may have as a consumer and which may vary from country to country
The following will not be covered under warranty
Any repairs, or alterations attempted or done by anyone other than an authorised needessentials Europe repair facility. Damage from sunlight, chlorine, other detergent products improper use or lack of appropriate care. Any damage beyond the product’s natural life expectancy. Products classified as seconds, samples, or used. Products outside the express terms of the guarantee.
Claims cannot be processed
Without valid proof of purchase.