Hello Marek,
We are sorry to see your review and would like to publicly clarify the entire process so that the situation is transparent for you and for other customers.
From the very first contact, made via Instagram, our team provided personalized support to help you choose the most suitable wetsuit, the Sumarpo Nova Men's Eco Triathlon Wetsuit. To ensure the best possible fit, we requested your weight, height, chest measurement, and photos, allowing us to give an informed size recommendation.
Based on the information provided, we recommended a specific size that we believed would fit you best. However, you chose to order one size above our recommendation, which we fully respected, as that size still falls within the brand’s size chart, although with a slightly looser fit.
After receiving the wetsuit, you requested an exchange without providing any reason. As part of our standard procedure—and in order to assist you properly—we asked you to explain the reason for the exchange and to send photos or a video wearing the wetsuit. In addition, we offered to schedule a video call with our team so we could directly assess the fit, clarify any concerns in real time, and, if necessary, confirm and proceed with an exchange.
To date, we have not received any explanation, photos, videos, nor confirmation for a video call that would justify the initial exchange request.
We would also like to point out that we have sold over 100 units of this exact model and have not received a single complaint regarding fit or product quality.
We are always available and willing to resolve situations fairly and transparently, but we do require the customer’s cooperation to do so. We remain open to receiving the requested information so that we can move forward with your case.
Kind regards,
Swim Together Team
