We have recently moved to a new website. Depending on how you placed your order will depend on how you should process a return with us......
If your order starts with ORD:
This means you ordered using our previous website.
Please contact us via email or phone to discuss the reasons for return and the best ways to do so. You can telephone 01634 295 233 or from over seas by +44 1634 295 233.
You can email us at customerservices@piratescave.co.uk.
If your order reference is purely a number:
This means you ordered using our new website.
You can manage your returns by logging into your account above, and selecting Returns. You will be able to select the item(s) you are returning and a reason for the returns.
All returns should be sent to:
Pirates Cave Chandlery
6 Kendon Business Park
Maritime Close
Rochester
Kent
ME2 4JF
We recommend you insure and obtain proof of delivery when returning goods to us.
Returns Policy
Returns Information:
If you are not entirely happy with your purchase, we will exchange the item, issue a credit note or refund your purchase in full (excluding carriage) provided that the item is returned within 30 days of delivery, unused and in its original condition and packaging. Packaging must also be in the same condition as you receive it in.
Returns will be made in accordance with the below:
Goods ordered incorrectly
If you return goods because they were ordered incorrectly, you will be responsible for the return postage costs. If you would like us to replace the goods, we may charge you carriage on the replacement. If you do not want a replacement, providing that the item is returned within 30 days of delivery, unused and in its original condition and packaging, we will issue you with a full refund, excluding postage. Refunds can take up to 14 working days for us to process.
When returning goods to us, we always recommend you insure and obtain proof of delivery. Any goods damaged in transit when being returned to us may not be accepted by us.
Faulty Goods
You must notify us as soon as you become aware of a fault with a product. You should not continue to use the product or attempt to repair or fix it yourself. If you do, we may not be able to accept the item back.
If you return an item because it was faulty when it was delivered, we will refund your postage costs for returning it to us. Please insure the delivery and obtain proof of delivery when returning goods to us.
Occasionally, we will have to ask the product manufacturer or supplier to test and confirm a product is faulty prior to us issuing a refund.
