At Whale Shop, we stand behind our marine equipment with the same reliability you expect from our bilge pumps and battery systems. If you’re not completely satisfied with your purchase, we offer straightforward returns and exchanges within 15 days of receipt.

Key Points for Marine Professionals

  • 15-day return window from delivery date
  • Original condition required – products must be unused with original packaging
  • Special note for electrical items – battery chargers and management systems must pass safety inspection
  • Non-returnable items – custom-cut hoses, inspection ports with vessel-specific modifications, and opened live bait tank systems

Returns Process for Marine Equipment

Step 1: Initiate Your Return

Email our marine support team at [email protected] with:

  • Your order number
  • Product name and quantity
  • Reason for return
  • Whether you prefer exchange or refund
Subject: Return Request – Order #[Your Order Number] Dear Whale Shop Team, I would like to request a return/exchange for my recent purchase: Order Number: [Insert] Product Name: [Insert] Quantity: [Insert] Reason: [Product Issue/Change of Mind/Incorrect Item] I prefer: [Refund/Exchange for (specify product if known)] Please advise next steps. Best regards, [Your Full Name] [Your Contact Number]

Step 2: Receive Return Authorization

Within 2 business days, we’ll email:

  • Return authorization number
  • Shipping instructions
  • Prepaid return label (for defective items)

Step 3: Package and Ship

Securely package items using original materials. Include:

  • Completed return form (included in your original shipment)
  • Copy of your invoice
  • All original accessories and documentation

Step 4: Processing

Allow 3-5 business days for processing after we receive your return. We’ll email confirmation when complete.

Refund Information

Timing: Refunds process within 3 business days after return approval.

Methods:

  • Original payment method (5-10 business days to appear)
  • Whale Shop credit (immediate)

Note: Original shipping fees are non-refundable. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Exchange Process

For exchanges:

  1. Follow standard return procedure
  2. Specify replacement product in your request
  3. We’ll ship the new item once the return is received
  4. Price differences will be charged/refunded as needed

Non-Returnable Marine Equipment

For safety and hygiene reasons, we cannot accept returns on:

  • Custom-cut hoses and fittings
  • Inspection ports with vessel-specific modifications
  • Opened live bait tank and livewell pump systems
  • Electrical items with broken safety seals

International Returns (Outside UK)

Additional considerations apply:

  • Mark package as “Returned Goods” to avoid customs charges
  • Original shipping fees and import duties are non-refundable
  • Return shipping costs may be higher for heavy marine equipment

Need Marine-Specific Assistance?

Our team understands the critical nature of marine equipment. For urgent return requests affecting vessel operations, mark your email with “URGENT MARINE RETURN” and include your vessel identification if applicable.

Contact: [email protected] | +44 (0) [PHONE NUMBER]