Our Return Policy
Glidz Japan Return & Exchange Policy
First of all, we’re sorry that you would even consider returning your very personal custom wetsuit! After all it is your co-creation.
Since our CUSTOM wetsuits are all individually made from scratch, our policy is that we do not refund co-creations. There might be a situation however where a return or exchange is applicable.
Of course if you’ve bought clothing online before, you’ll know that sizing internationally isn’t always as you expect. Glidz Japan makes every effort to adhere to international sizing charts, takes into account individual country sizing codes and, to make absolutely sure, we require at least your height and weight and current branded suit so we know you are being fitted OK.
For Custom orders registration includes fields for full measurements. We would appreciate you fill in your entire measurement specifications so we can best ‘suit’ you…. If you feel you have special requirements for fitting or any other specifications you require you can add a comment at the end of your shopping cart experience or contact us. We are more than happy to discuss your specifications so that we know everyone is happy. If you can show that your order didn’t fit to the specification you requested, or you notice a manufacturing fault that renders your wetsuit unusable, we will happily re-stitch another wetsuit from scratch.
- Change of mind returns
If you have gone through our website process and committed to a purchase decision, but have a reason for considering this to be a mistake, we will happily refund your money if you give notice within 24 hours. After 24 hours our factory is committed to your custom wetsuit so we can no longer refund money.
- Warranty returns
Please see our warranty guidelines bellow..
- Returning Your Wetsuit
Please contact us with in 15 days of you receiving the wetsuit with your name and contact details.
We only accept wetsuit returns that haven’t been used. We do donate them to surfing competitions after an internal sizing control check.
- Changing Your Order
If you contact us within 24 hours, we can probably pull your co-creation from the queue or make any amendments to your wetsuit specs.
Once we have finished stitching your co-creation though, we cannot change or cancel your order since all our wetsuits are uniquely stitched and once they are co-created, we can’t turn back. Also, it would be incredibly wasteful to have an individually made wetsuit cancelled after it was made.
At the end of the day we believe our wetsuit custom co-creations are the best you can get so we hope to never see a return from you.
- 1 year limited warranty on all stitching
- 1 year limited warranty on materials
The Glidz Japan NBS Warranty:
We have a simple two phase policy which we believe is fair for both you as the customer and us as the manufacturer. Its called our NBS ‘no bull shit’ warranty and consists of our Out Of The Box policy and our Fair Deal Policy. We guarantee what we sell is free from defects in materials and workmanship.This means that the material has no flaws and the stitching is all sound. As your wetsuit is a co-creation we guarantee to have stitched your wetsuit to the measurements and specifications you have supplied for custom sizes. All of our products are checked for quality before they get packed and sent. wetsuits are all inflated, photographed and recorded to ensure we have made/built/constructed a defect free product. If you are not satisfied with it when you unpack it, then just contact us and together we’ll take action.
We all use and treat our gear differently. Therefore we will apply our fair deal warranty, which means if you use your gear every day and are hard on your gear then we will warranty your equipment based on the resultant wear and tear. We will assess each wetsuit on a case-by-case situation and if we think it’s a fair deal to replace or repair the item then we will do it! The fair deal warranty applies on the behalf of the customer as well. So if we see a situation that we believe is not a fair deal to request a warranty claim then we won’t do it. Simple. Our warranty does not cover.
- Damages during shipping: Damage caused by anything other than defects in materials or workmanship.
- Accidents and/or abuse.Use in commercial, rental, teaching or instructional programs or activities.
- Damage caused by extended or excessive exposure to sunlight, improper handling or storage, chlorine damage, or failure to follow any instructions provided with the product.
- This product when classified as being 2nd hand or it is being sold as a 2nd (it is being sold as a product with existing defects).
- Normal wear and tear, including scratches and fading.
- Wetsuits repaired or modified by yourself or another repair service.
The above list is not exhaustive of what we think is a Fair Deal. If you think you have a legitimate request then let us know and we’ll assess it. Remember we are wetsuiters and have seen most cases of product failure. Warranties are only valid to the original purchaser. We will have all your details on our database from your order so there is no need to register your product. We’re very passionate about making your Glidz Japan experience memorable for the right reasons so don’t ever hesitate to communicate with us.If you think you have a warranty claim then email firstname.lastname@example.org. We will forward you a simple assessment process, which will involve you taking a few photos of your item and providing us with some info. If we are satisfied you have a warranty claim then send the suit back to us at our address bellow..
Please keep in mind you are responsible for the costs of returning the goods to us. Any goods returned are the responsibility of the sender until received.
ATT: Warranty Returns
Factory-Dc Shonan co.ltd
2-16-6 Nakahara Hiratsuka Kanagawa, Japan 254-0075
T+81 463 36-1871
Customer sends us a claim form from our website, with the issue and the photos. We assess the case and take one of these actions:
- We replace the item
- We send a replacement part
- We arrange a repair
No case – sorry we assessed your claim and it is not a warranty issue.
At all times we will do our best to ensure the issue is handled as quickly as possible however if products need to shipped there will be some time lost in that transit process.
Glidz Japan does everything possible to ensure the safe delivery of you new gear. It is unlikely that your items will be damaged during shipping, but it can happen from time to time.
However, in the unlikely instance of damage occurring during shipping, it is the customer’s responsibility to notify the shipper and us immediately. Glidz Japan takes no responsibility for goods in the shipping phase so it is your responsibility to insure or at least track shipped goods. If you notice any visual damage to the packaging when you receive it, we recommend inspecting the contents immediately to ensure they have arrived undamaged and that no items are missing. You should ask the driver to document that the box arrived ‘damaged’. Often the shipper will want to inspect the packaging materials, so be sure to retain everything until instructed otherwise by the shipper. You will need to take photos of the damaged packaging as well as damage to the item.
If the damaged item is found after the driver has left your premises, contact the shipper you received the goods from at once by calling their local office.
The Glidz Japan online team