Returns

At EYE Marine Ltd, we pride ourselves on supplying specialist marine hardware and components that meet the exacting demands of professionals working in exposed environments. Many of our items are made to order, cut to size, or configured specifically for trade or commercial applications. We are not an online retail outlet – all orders are processed following direct enquiry, quotation, and confirmation.

This policy outlines the process and conditions for requesting a return or refund. It is designed to ensure fairness to all parties while accounting for the nature of the goods we supply.

1. Requesting a Return

All returns must be:

  • Submitted in writing to our sales team via email: adam@eyemarine.co.uk

  • Authorised in writing before any goods are returned

  • Confirmed by you in writing as accepted under the return terms outlined below

Returns made without prior written approval from EYE Marine will be refused or disposed of without refund or credit.

2. Return Window and Handling Charges

  • Returns must be requested within 30 calendar days of invoice date.

  • A handling and restocking charge of 20% of the invoiced value typically applies for non-fault returns.

  • Return shipping is your responsibility unless agreed otherwise. Where EYE Marine arranges transport, the costs will be quoted in advance and must be accepted in writing by both parties.

3. Goods That Cannot Be Returned

We do not accept returns of:

  • Goods that have been cut to length, customised, or configured to order (e.g. chain, rope assemblies, special coatings)

  • Items that have been installed, used, or modified in any way

  • Products that have been stored or left outside, or have been exposed to water, salt spray, weather, or other elements, unless they are faulty on delivery

  • Electrical components that have been opened, wired, or connected

  • Items damaged through improper handling or storage by the customer

Environmental degradation (such as rusting, discolouration, water damage, or corrosion) due to the item being left outside, exposed to the elements, or stored improperly will render the item ineligible for return.

4. Faulty or Incorrect Items

If we’ve made an error or a product is faulty on arrival:

  • Contact us within 48 hours of delivery

  • Provide clear photographs and a written description of the fault or issue

  • We will investigate and offer a resolution – this may include a replacement, refund, or return at our cost if the issue is clearly attributable to EYE Marine

5. Delivery & Unloading Responsibility

Where goods are delivered by truck or palletised freight:

  • You must have suitable equipment or personnel on-site to unload the goods safely

  • Failed delivery or unloading attempts due to lack of access or preparedness may incur additional charges

We are not responsible for delays or damage caused during unloading unless carried out by our personnel.

6. Refunds & Credits

Where a refund is agreed:

  • Items will be inspected upon return

  • Refunds will be issued via the original payment method (typically bank transfer) or applied as a credit note

  • Deductions will be made for damage, missing parts, or non-compliance with the above conditions

7. Exchanges

Exchanges are only offered where:

  • The item is confirmed faulty or incorrect

  • A suitable replacement is available

Each exchange is handled on a case-by-case basis. Please contact our team for authorisation.

8. How to Contact Us

To begin a return or discuss a product issue:

  • Email: adam@eyemarine.co.uk

  • Include: your order reference, the item(s) in question, photos (if applicable), and a clear explanation

We aim to respond to return requests within 1 working day.

This policy does not affect your statutory rights and is designed to align with best practices for business-to-business and professional trade supply. By placing an order with EYE Marine, you confirm acceptance of these terms.