Refund policy
RETURN AND REFUND POLICY
1. GENERAL INFORMATION
This Return and Refund Policy forms an integral part of the Terms of Service of the online
store Bald Dive, owned and operated by Alejandro Rodríguez Underyte, Tax Identification
Number (NIF) 74741312Y, with registered address at Avenida de Motril nº 1, 3.º C, 18680
Salobreña, Granada, Spain (the "Seller").
All return and refund requests must be submitted to bald.dive2@use.startmail.com. The Seller
will respond within a maximum period of 72 hours from receipt of the request.
This Policy applies to customers residing in the United States of America, the United
Kingdom, Canada and Australia (the "Customer").
2. YOUR STATUTORY RIGHTS
2.1. This Policy is offered in addition to, and does not limit or exclude, any rights the
Customer may have under the mandatory consumer protection legislation of their country of
residence.
2.2. Customers residing in the United Kingdom retain their statutory rights under the
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and
the Consumer Rights Act 2015, as set out in clauses 3 and 9 below.
2.3. Customers residing in Australia retain their rights under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
The Customer is entitled to a replacement or refund for a major failure and compensation for
any other reasonably foreseeable loss or damage. The Customer is also entitled to have the
goods repaired or replaced if the goods fail to be of acceptable quality and the failure does
not amount to a major failure.
2.4. Customers residing in Canada retain the rights granted to them under the consumer
protection legislation of their province or territory of residence.
2.5. Customers residing in the United States of America retain the rights granted to them
under applicable federal and state law.
2.6. Nothing in this Policy shall be construed as limiting, excluding or modifying any
consumer right which cannot lawfully be limited, excluded or modified.
3. STATUTORY RIGHT TO CANCEL — UNITED KINGDOM CUSTOMERS
3.1. Customers residing in the United Kingdom have the right to cancel their order within 14
days without giving any reason. The cancellation period expires 14 days after the day on
which the Customer, or a third party indicated by the Customer other than the carrier,
acquires physical possession of the goods.
3.2. To exercise this right, the Customer must inform the Seller of the decision to cancel by
a clear statement sent to bald.dive2@use.startmail.com. The Customer may use the model
cancellation form set out in Annex I, but this is not obligatory.
3.3. To meet the cancellation deadline, it is sufficient for the Customer to send the
communication concerning the exercise of the right to cancel before the cancellation period
has expired.
3.4. Upon cancellation, the Seller will reimburse all payments received from the Customer,
including the costs of standard delivery where applicable. As delivery is provided free of
charge, no delivery costs fall to be reimbursed.
3.5. The Seller will make the reimbursement without undue delay, and not later than 14 days
after the day on which the Seller receives the goods back or, if earlier, the day on which
the Customer supplies evidence of having sent the goods back, whichever is the earlier.
3.6. The Customer must send the goods back without undue delay and in any event not later
than 14 days from the day on which the cancellation is communicated.
3.7. The Customer bears the direct cost of returning the goods.
3.8. The Customer is liable for any diminished value of the goods resulting from handling
other than what is necessary to establish the nature, characteristics and functioning of the
goods.
3.9. The statutory right to cancel does not apply to sealed goods which are not suitable for
return due to health protection or hygiene reasons and which have been unsealed after
delivery, nor to goods made to the Customer's specifications or clearly personalised.
4. VOLUNTARY 30-DAY RETURN PERIOD
4.1. In addition to any statutory rights, the Seller offers all Customers a voluntary return
period of 30 calendar days from the date of delivery of the order.
4.2. This voluntary period applies regardless of whether the product is faulty, subject to
the conditions set out in clause 5.
4.3. Once the 30 calendar day period has expired, voluntary returns can no longer be
accepted. This does not affect the Customer's statutory rights in respect of faulty or
non-conforming goods, which are set out in clause 9 and remain available for the periods
provided by applicable law.
5. CONDITION OF RETURNED GOODS
5.1. To be accepted under the voluntary return period, goods must be returned:
a) In the same condition in which they were received, not having been used beyond what is
necessary to establish their nature, characteristics and functioning.
b) Complete, with all accessories, components, manuals and documentation.
c) In their original packaging where possible, adequately protected for transit.
d) Without damage, alteration or modification, and without signs of use other than those
arising from simple inspection.
5.2. The Seller may reduce the refund amount in proportion to any diminished value of the
goods resulting from handling beyond what is necessary to establish their nature,
characteristics and functioning. Where such a reduction is applied, the Seller will inform
the Customer of the reasons.
5.3. Clause 5.1 does not apply where the return is due to the goods being faulty, damaged in
transit or not matching the order, which is governed by clause 9.
6. GOODS EXCLUDED FROM VOLUNTARY RETURN
6.1. The following goods cannot be returned under the voluntary return period:
a) Sealed goods which are not suitable for return for health protection or hygiene reasons
and which have been unsealed after delivery.
b) Goods made to the Customer's specifications or clearly personalised.
c) Goods which by their nature cannot be reshipped or which are liable to deteriorate or
expire rapidly.
6.2. The exclusions in this clause do not apply where the goods are faulty, damaged in
transit or do not match the order, and do not affect any statutory right which cannot be
excluded.
7. RETURN PROCEDURE
7.1. The Customer must notify the Seller of the return request within the applicable period
by sending the form set out in Annex I, or any other clear statement containing the
information requested in it, to bald.dive2@use.startmail.com.
7.2. Upon receipt of the request, the Seller will confirm acceptance and provide the Customer
with the return address and applicable instructions.
7.3. THE CUSTOMER MUST NOT SEND ANY GOODS BEFORE RECEIVING THE RETURN ADDRESS AND
INSTRUCTIONS FROM THE SELLER. Goods sent without prior authorisation, or to an address other
than the one provided by the Seller, may not be received and may not qualify for a refund.
7.4. The Customer must dispatch the goods within 14 calendar days of receiving the
instructions, and must send the Seller proof of dispatch and the tracking number.
7.5. The Customer must retain proof of dispatch until the return process has been completed.
8. RETURN SHIPPING COSTS
8.1. The Customer bears the cost of returning the goods, except in the cases set out in
clause 8.2.
8.2. The Seller bears the cost of return where:
a) The goods are faulty or do not function as intended.
b) The goods were damaged in transit.
c) The goods received do not match the order placed, in model, reference, size, colour or
quantity.
d) Applicable mandatory consumer legislation requires the Seller to bear that cost.
8.3. In the cases set out in clause 8.2, the Seller will either provide a prepaid return label
or reimburse the return shipping costs actually incurred by the Customer, on presentation of
the corresponding receipt.
8.4. Risk of loss or damage to the goods during return transit lies with the Customer until
they are received at the address designated by the Seller, except in the cases set out in
clause 8.2.
9. FAULTY, DAMAGED OR NON-CONFORMING GOODS
9.1. The Seller is responsible to the Customer for the conformity of the goods with the
contract, in accordance with the mandatory consumer legislation of the Customer's country of
residence.
9.2. If the goods received are faulty, were damaged in transit or do not match the order, the
Customer must notify bald.dive2@use.startmail.com within 7 calendar days of delivery in the
case of visible damage, and as soon as reasonably practicable in all other cases, providing:
a) The order number.
b) A description of the fault or discrepancy.
c) Photographs or video of the goods and packaging showing the defect.
9.3. Once the issue has been verified, the Customer may choose between a replacement or a
full refund of the amount paid, at no cost to the Customer.
9.4. Customers residing in the United Kingdom have the short-term right to reject faulty
goods within 30 days of delivery and obtain a full refund, in accordance with the Consumer
Rights Act 2015. This right is not conditional upon the goods being returned in their
original packaging.
9.5. Customers residing in Australia are entitled, in the case of a major failure, to choose
between a refund and a replacement, and, in the case of a failure which does not amount to a
major failure, to have the goods repaired or replaced within a reasonable time, in accordance
with the Australian Consumer Law.
9.6. In the cases covered by this clause, the Seller bears all return costs in accordance with
clause 8.2, and may waive the requirement for physical return of the goods where it considers
this appropriate.
9.7. The Seller is not liable for defects arising from misuse of the goods, failure to follow
usage or care instructions, normal wear and tear, or damage caused by the Customer or by third
parties after delivery.
10. REFUNDS
10.1. The Seller will issue the refund once the Customer has provided proof of dispatch of the
goods together with the tracking number, in accordance with clause 7.4, or upon receipt of the
goods, whichever occurs first.
10.2. Refunds will be made using the same means of payment used by the Customer for the
original transaction, unless expressly agreed otherwise, and at no cost to the Customer.
10.3. The time taken for the refunded amount to appear in the Customer's account or card
depends on the internal procedures of the issuing bank or payment service provider, and is
outside the Seller's control.
10.4. The refunded amount comprises the price paid for the goods. As delivery is provided free
of charge, no amount falls to be refunded in respect of original delivery costs.
10.5. The Seller may reduce the refund in accordance with clause 5.2 where the returned goods
show a diminished value attributable to the Customer.
10.6. Where returned goods do not meet the conditions set out in clause 5, the Seller will
notify the Customer, who may request their return at their own cost within 14 calendar days of
that notification.
11. CANCELLATION OF ORDERS NOT YET DISPATCHED
11.1. Where the order has not yet been dispatched, the Customer may cancel it at no cost by
writing to bald.dive2@use.startmail.com quoting the order number.
11.2. Once cancellation is accepted, the Seller will refund the full amount paid using the
same means of payment used for the original purchase.
12. IMPORT DUTIES AND TAXES
12.1. All import duties and taxes applicable in the country of destination are borne in full
by the Seller. Orders are shipped on a DDP (Delivered Duty Paid) basis.
12.2. The Customer is not required to pay any additional amount on delivery in respect of
customs duties, import taxes, clearance fees or handling charges.
12.3. Where a return results in a refund, the Customer is not required to reimburse the Seller
for any import duties or taxes borne by the Seller in respect of the original shipment.
13. UNDELIVERED ORDERS
Orders which are not delivered, are lost in transit or are delayed are governed by the
Shipping Policy published on the store.
14. COMPLAINTS
14.1. Any complaint relating to a return or refund may be addressed to
bald.dive2@use.startmail.com, quoting the order number and the reason for the complaint.
14.2. This does not affect the Customer's right to refer the matter to the competent consumer
protection authority or dispute resolution body in their country of residence.
15. AMENDMENTS
The Seller reserves the right to amend this Policy at any time. Amendments will not have
retroactive effect and will not affect orders confirmed prior to their publication.
16. GOVERNING LAW
This Policy is governed by Spanish law, without prejudice to the mandatory consumer protection
provisions of the country of the Customer's habitual residence.
Last updated: 25 September 2026
ANNEX I
MODEL RETURN AND CANCELLATION FORM
(Complete and return this form only if you wish to return goods or, if you are a customer
residing in the United Kingdom, to withdraw from the contract. Do not send any goods before
receiving the return address and instructions.)
To:
Alejandro Rodríguez Underyte (Bald Dive)
Avenida de Motril nº 1, 3.º C, 18680 Salobreña, Granada, Spain
Email: bald.dive2@use.startmail.com
I hereby give notice that I return / cancel my contract of sale for the following goods:
- Order number: ................................................................
- Date of order: ...............................................................
- Date of delivery: ............................................................
- Customer name: ...............................................................
- Customer address: ............................................................
- Customer email: ..............................................................
- Contact telephone number: ....................................................
Goods being returned:
- Description and reference: ...................................................
- Quantity: ....................................................................
Reason for return (tick as applicable):
[ ] I no longer wish to keep the goods
[ ] The goods are faulty or do not function correctly
[ ] The goods were damaged in transit
[ ] The goods do not match my order
[ ] Other: ....................................................................
Description of the issue, where applicable:
...............................................................................
...............................................................................
Remedy requested (for faulty, damaged or non-conforming goods):
[ ] Replacement
[ ] Refund
Date: .........................................................................
Signature (only if this form is submitted on paper): ..........................