Refund policy

Before anything else

Email help.fishrider@outlook.com with your order number in the subject line. We reply within 24 to 48 hours on business days. Claims sent as social media comments or direct messages are not accepted, and we ask that you contact us before opening a chargeback so we have a chance to put it right.

Damaged, faulty or wrong item

Report it within 48 hours of the delivery time recorded by the carrier. Send us:

  • your order number
  • close-up photos of the problem
  • a wide photo of the whole item
  • photos of the carton from every side, including the shipping label
  • a short video if the fan unit is the problem

Keep all packaging until the claim is closed. We issue a decision within 5 business days of receiving complete evidence, and we choose the remedy: a replacement part, a replacement item, a partial refund or a full refund. Return postage on an approved claim is on us.

Returns need authorisation first

We do not accept returns that arrive unannounced. Email us first and we issue a Return Authorisation number and the return address. The RA is valid for 7 days — the parcel must be sent within that time, and the RA number must be written clearly on the outside of the box.

Change of mind

Change-of-mind returns are available only with the optional 30-Day Money Back Guarantee. If you added it to your order, you can return the costume within 30 days of the delivery scan, provided you request an RA first. Return postage is covered by us under the guarantee.

Without that add-on, all sales are final and we do not accept change-of-mind returns.

Condition

Everything comes back in the original packaging with every part: the costume, the fan unit, the straps, any inserts and the instruction card. Guarantee returns must be unworn, uninflated and clean. Worn or used items are not returnable unless an approved defect claim covers them.

We may refuse a refund, or deduct from it, where a return is incomplete, is missing parts or its original packaging, shows damage or use beyond inspection, or arrives outside the RA window.

Refunds

Approved refunds are processed within 10 business days of approval, or of inspecting an authorised return. Your bank may take a further 5 to 10 business days to show it. Refunds go to the original payment method only. Original shipping charges are not refunded, unless the whole order is refunded because of our error. If nothing has arrived 15 business days after we confirmed your refund in writing, get in touch.

Exchanges

We do not run an exchange programme. Replacements are issued directly on approved claims.

Cancellations

Once payment has been processed an order cannot be cancelled or amended.