Refund policy
Return & Refund Policy
We stand behind the quality of our products and want you to be satisfied with your order. However, due to the nature of our production and fulfilment processes, returns are only accepted in limited circumstances.
Returns
We accept returns only for items that arrive defective, damaged, or incorrect. Requests must be submitted within 30 days of delivery by contacting us at shop@uksailmakers.com with your order number, a description of the issue, and photos.
To be eligible for a return, items must be unused, unworn, and in their original condition and packaging. Proof of purchase is required.
Please do not ship anything back without contacting us first — we will confirm whether a return is necessary and provide instructions if so. We may issue a refund without requiring the item to be returned at our discretion. Items sent back without prior approval will not be refunded. Where a return is required, buyers are responsible for return shipping costs.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or incorrect. We’ll assess the issue and provide instructions for a return or replacement, if applicable.
Non-Returnable Items
The following items are not eligible for return or refund unless they arrive damaged, defective, or incorrect:
- Custom or personalized items — products made to your specifications that cannot be restocked or resold
- Final sale and discounted items — items marked as final sale or purchased with a discount code are sold as-is
- Gift cards — gift cards are non-refundable and cannot be exchanged for cash
If any of the above items arrive with a defect or error on our part, please contact us at shop@uksailmakers.com with photos within 30 days of delivery and we will make it right.
Exchanges
We do not offer direct exchanges. If you wish to replace an item, please initiate a return (if eligible) and place a new order separately.
EU Right of Withdrawal
If your order was shipped to a country in the European Union, you have the right to withdraw from your purchase within 14 days of delivery, for any reason and without justification, under the EU Consumer Rights Directive.
To exercise this right, notify us in writing at shop@uksailmakers.com within 14 days of receiving your order. Once we receive your withdrawal request, we will process your refund within 14 days.
Return Shipping: Return shipping costs for EU customers can be significant. At our discretion, we may issue a refund without requiring the item to be physically returned. If we do request a return, we will provide clear instructions — please do not ship items back without contacting us first.
Where a return is not required, or where return shipping is impractical, refunds will be issued for the item cost minus the original shipping fee, in accordance with EU Consumer Rights Directive Article 13.
Defective or Incorrect Items: If your item arrives damaged, defective, or incorrect, this is handled separately from the standard right of withdrawal. In these cases, please contact us at shop@uksailmakers.com with photos of the issue within 30 days of delivery. We will arrange a replacement or issue a full refund including shipping at no cost to you.
Condition of Items: For change-of-mind returns where a physical return is requested, items must be returned in original, unused condition with tags and packaging intact. We reserve the right to reduce your refund if the item shows signs of use beyond what is necessary to assess its nature and characteristics.
Refunds
Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund. If approved, your refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to process the refund.
If more than 15 business days have passed since we approved your return and you have not received a refund, please contact us at shop@uksailmakers.com.