Tel 0115 9 400 500

 
 

                  Returns Policy
 

We are more than happy to accept returns within 30 days from the date you receive your purchase. If for any reason you are not satisfied with your purchase, you can return it back to us for a refund or exchange, given that the item meets the following requirements:

Undamaged No sign of wear Returned in the condition you received it, including all packaging, manual and warranty No links have been removed o rreplaced in line with our terms and conditions

If for any reason your return does not meet those requirements. We reserve the right NOT to process a refund and will return your item back to you.

Any refunds will be processed within 7 working days after inspection and the money will go back via the same method used to pay. Refunds cannot be made to any third parties.

We cannot accept returns or exchanges for earrings that are not in a sealed packet due to hygiene reasons.


How to return your item?

Please contact us before proceeding with any returns via info@watchwarehouse.co.uk or call us on 0115 9400 500.

To return or exchange your item(s) you will need to follow these instructions:

1. Fill in the returns slip supplied wit your order paperwork so we know why you are returning your item(s) and include the slip in your return package. This will help us process your request quicker.

2. If you would like to exchange an item, please include a note, along with the returns and exchange slip, stating the model code of the product(s) you would like to swap your item for. We will contact you in the event of any items being out of stock.

YOU MUST COMPLETE AND RETURN THE SLIP TITLED ‘RETURNS FORM’ which you will find in your package along with your delivery note. Failure to include this slip with your return will result in delays to your refund/exchange/repair request.

3. Re-package your item carefully, making use of the original packaging provided, ensuring that you have included the returns and exchange slip and the package is securely sealed. 

PLEASE NOTE: If you have not packaged your return carefully and the watch box is returned to us damaged we will charge you to cover the cost of a new box. Please see below for further details regarding damaged returns.

4. Please return your item to us by Royal Mail using a signed for service as this ensures the item is insured whilst in the postal system and, unlike many courier companies, Royal Mail do deliver to PO Box addresses. Please do not return your item using a courier service. Courier services cannot deliver to PO Box addresses and this can add some time on to your return. If you do send your item back to us using a courier please note that we cannot refund these charges.  


Please retain your receipt from the Post Office as this will act of proof of postage. Once we have processed your refund, we will notify you via email.

If you require any further information on returns please contact us info@watchwarehouse.co.uk or call us on 0115 9400 500.


Damaged Returns

All returns are carefully check by our returns team to ensure products are received in pristine condition. This is also applicable for the branded packaging. If we receive an item back damaged we reserve the right to refuse the return. Any items that are returned with damaged boxes will be chargeable to you, the customer. It is your responsibility to securely return an item back to us.

Box charges will be applied as follows:
£25 for Luxury watch boxes (watches over £350).
£12.50 for all other watches.

A member of our customer services team will be in contact to inform you of the situation and before any payments are taken.

 

Exchange

If you decide to return your item for an exchange, please include a covering letter detailing the item you would like to exchange it for and also provide your contact details in case we need to get in touch with you. If the alternative item is more expensive then we will contact you to take extra payment. If your item is cheaper we will refund you the difference via the same method you paid by.

Please note you are required to cover the costs for the return postage.


Faulty within 30 days or incorrect goods delivered

All items are thoroughly inspected before they are dispatched. In the rare event you receive an item from us that has a manufacturing fault or an incorrect item is delivered to you, we will request that you return the watch back to us for a full inspection. For these occasions the postage will be reimbursed. Please contact us before returning the item for further information. You will be informed by email once your item once has been received for an update and information on any further progress.

If our repairs team confirm that there is a manufacturers fault, we will give you the option to have a replacement or a refund. However, if in any circumstances our team finds any physical damage on the item you returned, then we reserve the right to return the watch back to you or repair the watch at a charge to you.

Any items returned back faulty past 30 days will automatically fall under the manufacturer’s warranty for repair.


Item damaged in transit

Whilst we endeavour to offer a first class service including using good quality packaging to protect your watch or jewellery, some situations are beyond our control. If you take delivery of a package and the contents have been damaged in transit, you can return the item to us within 30 days of receipt for exchange. Please contact us as soon as possible to arrange this.


Unwanted gifts

Should your gift be unwanted, refunds will only be made to the payment card used to purchase the goods. So if you buy a gift online, the 'recipient'' will not be able to get a refund. If they want to return the goods we will offer an exchange or credit for the value of the return within the 30 days from the date you received the item.


Cancelling an order before dispatch

If you change your mind after placing an order, you can cancel it at any time before we dispatch it. You will need to give us your name and address details, as well as your order number to cancel your order. Please e-mail us at info@watchwarehouse.co.uk or call us on 0115 9400 500.


Past our 30 day returns policy

We cannot issue a refund for any items returned back after 30 days from the date you receive your purchase.

If our returns team find any orders returned past 30 days, we will contact you immediately to return the watch back to you, or offer an exchange given that your return is in an unused condition.


Repairs

Products returned for repair will be sent directly to the manufacturer. We will be in regular contact with the manufacturer and will try to ensure all repairs are completed within 6 weeks. If there are any delays, we will be in contact with you immediately.


Warranty

All of our watches come with manufacturers warranty

The guarantee depends on the manufacturer’s policy and we strongly advise you to read the booklet thoroughly, as this will inform you of what is and what isn’t covered. Here are important guidelines for you to be aware of, as the warranty does not cover the following:

Damage to the bracelet/strap.
Accidental damage and excessive wear and tear/abuse.
Water damage.
Batteries, if you have had your watch longer than 1 year. If you have had your watch for less than 1 year we will change your battery free of charge.

A return that falls under any of the above bullet points can be processed as a repair, however, these would be chargeable to you, the customer.

When a watch is returned back to us for a repair, it is sent to the manufacturer for examination. When we receive a response from the manufacturer with a repair quotation we will contact you immediately. Upon your approval, we will raise an invoice and request payment. Once payment is made, we will notify the manufacturer to carry out the repair work. This will take 4-6 weeks and during this time we will provide appropriate update via email on the status of the repair.

If you do NOT wish to proceed, we will be more than happy to return the watch back to you unrepaired. However there will be a charge of £15 for shipping and handling.

If we do not hear back from you within 1 month of making contact, we reserve the right to return your watch to the delivery address provided and to apply additional shipping and handling charges.

You can find more details about the manufacturer’s warranty in the booklet supplied with your product, or alternatively refer to the manufacture’s website.


RETAIL RETURNS POLICY

30 Days Refund Policy

We will refund any item returned unused, in its original condition with all its packaging within 30 days. Some items may be excluded from the 30 days refund policy, but these will always beclearly marked and/or confirmed prior to dispatch.

30 Days Exchange Policy

We will exchange your item for goods of equal or greater value providing that each item is returned unused, in its original condition with its packaging and within 30 days of purchase.

Faulty within 30 days

If in the rare event an item becomes faulty, we will inspect the product to confirm whether it is a manufacturers fault, or faulty due to consumer misuse. If we confirm that there is a manufacturers fault, we will give you the option to have a replacement or a refund. However, if in any circumstances our team finds any physical damage on the item, then we reserve the right to refuse an exchange or refund.

In the event we send a product back to the manufacturer for a repair and they state that the fault is due to consumer misuse then you would be liable to pay the cost of the repair.

Any items returned back faulty past 30 days will automatically fall under the manufacturer’s warranty for repair.

Our online returns policy online does not affect your statutory rights.

If youy have any questions regarding returns, warranty or our policy please contact us by email info@watchwarehouse.co.uk or call us on 0115 9400 500.


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