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Refund policy

Returns Policy

We want you to LOVE your Waterhaul sunglasses. We also get that buying sunglasses online can be tricky. If you’re not completely satisfied with your purchase, we will exchange or issue a full refund of your item(s) for returns initiated within 30 days from purchase. Products must be returned in as-new condition, although we do allow for you to follow our custom Frame Adjustment process for our eyewear and still start a return if the fit isn't right for you. We do not issue refunds for the initial postage cost paid by you.

Prescription lenses are bespoke to you. Whilst we can refund the cost of the frame, prescription lenses are non-refundable except for manufacturer errors or defects.

FREE UK RETURNS WITH ROYAL MAIL RETURNS

UK customers can now return their Sunglasses, Litter Picking Equipment and Adventure Knives for free!

Please ensure you include a note with your parcel detailing your name, order number and the reason for return – otherwise, our team will struggle to process your return.

It’s easiest to return Waterhaul items in the original packaging. We have worked really hard to package our items completely single-use plastic free, it would be fantastic if you can do the same! If it isn’t possible to avoid plastic, of course don’t worry, we’d prefer that your item arrives in one piece.

To return your order please use the following link to print & attach your Royal Mail free post label to the front of your parcel.

Submit a return button
• Please ensure it’s packaged up securely and take it to a Customer Service Point, Post Office, Parcel Postbox or arrange a Collection.

• No printer? No problem. Show the Royal Mail team your email label or QR code & they will take care of the rest

• You will need to retain your post office receipt as proof of return.

Any queries, please don’t hesitate to contact us on customerservice@waterhaul.co

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please note, if you have purchased a Waterhaul product from one of our stockists, you must contact them regarding returns and refunds, as their policy may differ. 

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