WARRANTY AND RETURNS POLICY
Effective date: November 1, 2025
Last updated: December 11, 2025
1. WARRANTY COVERAGE
All products purchased from https://trudive.eu are covered by a 2-year legal warranty for consumers in the EU, as required by law, and a 1-year manufacturer warranty for business (B2B) customers.
What is covered?
- Manufacturing defects (e.g., seam separation, bonding failure, faulty stitching, defective zippers, material flaws)
- Seam separation due to poor adhesion
What is NOT covered?
- Damage from misuse, improper care, or normal wear and tear
- Damage from alterations, bleaching, machine washing, dryers, and dry cleaning
- Damage from drying in direct sunlight, scrubbing on sand, cuts from fins or nails
- Cosmetic changes such as fading, discoloration, scratches, or marks do not affect performance
Custom wetsuits are covered for manufacturing defects, but not for sizing/design issues resulting from incorrect measurements or choices.
2. WARRANTY PERIOD
- Consumers (EU law): 2 years from the date of delivery
- Business customers: 1 year from the date of delivery (manufacturer's warranty)
3. PRODUCTS COVERED
The warranty applies to all products sold by TruDive Europe OOD through the trudive.eu website.
4. WHO CAN CLAIM?
Any buyer or recipient of a TruDive product may submit a warranty claim, provided they can supply the required order information.
5. HOW TO SUBMIT A WARRANTY CLAIM
All warranty and return requests must be initiated via our website return request form:
Submit Warranty/Return Request
- If you contact us via email, social media, or other channels, we will direct you to the official return request form.
Required information:
- Order ID
- Order date
- Product name and product ID
- Your name, email, and phone number
- Description of the problem
- Attach photos if requested
Do not send products back until you receive instructions from our customer service team.
6. CLAIMS HANDLING & RESPONSE TIME
- We respond to all warranty and return claims within 1-3 business days.
- In accordance with EU law, claims will be processed and resolved within 30 days of receipt.
- For minor defects, you may be asked to retain the wetsuit as a sample and not return it.
7. RETURN POLICY (Consumers)
7.1 Made-to-Order Products
All TruDive wetsuits are custom-made based on your selected size from our size chart, chosen color, and if needed, your individual measurements. This means your order is crafted specifically for you after payment is confirmed.
As all TruDive wetsuits are custom-made products, they are considered personalized products and are non-returnable under EU Directive 2011/83/EU Article 16(c), except for warranty defects.
The 14-day right of withdrawal does not apply to:
- Wetsuits made to your selected size, color, and specifications
- Products with custom measurements
- Products with personalized logos or branding
7.2 Return Conditions for Defective Products
If your product has a manufacturing defect covered under warranty:
- Contact us within 48 hours of delivery if damage is discovered
- Products must be returned with all tags attached and original packaging
- If the defect is confirmed after inspection, TruDive Europe will reimburse reasonable return shipping costs.
7.3 Return Address
TruDive Europe OOD
Tsar Samuil 7 B 1
Pleven 5800, Bulgaria
7.4 Refund Process
- Refunds are issued within 14 days of product receipt and inspection.
- Refunds are processed to your original payment method.
7.5 Exchanges
- Each case is handled individually. If you require an exchange due to a manufacturing defect, please complete the return request form and describe your needs.
- Exchanges for size or color preferences are not available for made-to-order products.
8. RETURN POLICY (Business Customers)
- Returns are handled case-by-case and are not guaranteed under the 14-day withdrawal right.
- Business customers must use the website return request form for all returns and warranty claims.
- All other terms (shipping, inspection, remedies) are the same as for consumers, except as required by law.
9. PRODUCTION & DELIVERY TIMELINE
All TruDive wetsuits are made-to-order. Please consider the following timeline when placing your order:
| Stage | Timeframe |
|---|---|
| Order confirmation & payment | Day 0 |
| Production at manufacturer | Up to 2 weeks |
| Shipping to TruDive Europe | Included in production time |
| Delivery to your address | 3-7 business days |
| Total estimated time | Up to 30 days |
Please note that production times may vary slightly depending on order volume and complexity. By placing an order, you acknowledge and accept this estimated delivery timeframe for custom-made products.
For warranty claims requiring repair or replacement, similar production timelines may apply.
10. REMEDIES
Depending on the nature of the defect and your statutory rights, the following remedies may be offered:
- Repair of the product
- Replacement with a new product
- Partial refund or full refund (if repair or replacement is not possible)
We will assess each claim individually and communicate the available solutions to you.
11. IMPORTANT NOTES
- Do not send products back until you receive instructions from our customer service.
- We may request additional information or photographs to assess your claim.
- If the defect is confirmed after inspection, TruDive Europe will reimburse reasonable return shipping costs.
12. GOVERNING LAW
This policy is governed by the laws of the Republic of Bulgaria and the applicable EU regulations.
13. CONTACT
For questions about warranty or returns, please contact:
Email: [email protected]
Live Chat: Available on our website
Contact Form: Contact Us
Address: TruDive Europe OOD, Tsar Samuil 7 B 1, Pleven 5800, Bulgaria
For more details on terms and privacy, please see our Terms & Conditions and Privacy Policy.
TruDive Europe OOD is committed to fair, transparent, and lawful handling of all warranty and return claims in accordance with EU consumer protection rules.