REFUND, RETURNS AND REPAIR POLICY AT WATCHES WORLD

For purchases made online, you must notify us in writing within 14 days of receiving your product if you want to change your mind and cancel your order. You can notify us using any of the details on our Contact Us page or by completing the cancellation form at the end of this policy. Purchases made online may only be exchanged or refunded if they are in an unused condition. In the event that goods are returned to you following a refused sale, packaging and insurance will be your responsibility. Watches World relinquishes all responsibility for the safe delivery of goods in this instance. You shall send the goods back or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. Return postage, packaging, and insurance will be your responsibility and you must follow our reasonable instructions. We recommend you use a tracked mail system and retain the proof of postage. You must insure the goods to their full value. You must ensure that you pack the goods appropriately to prevent damage during transit. Please note that the right to change your mind and receive a refund will not be applicable for Goods that are bespoke or customized to your specific requirements, unless we (in our absolute discretion) agree to offer a refund in such circumstances.

If you are sending your watch in for servicing (as per the Time Services terms and conditions) a courier or return method will be selected at our discretion and postage and insurance costs will be payable by you. If we receive a watch for servicing work that is quoted but not proceeded, then you will be required to pay for the return postage cost (unless the decision not to proceed with the work is ours, in which case no return postage charge will apply). We will charge for postage, packaging, insurance and all other taxes, fees and charges applied by customs incurred for work carried out under warranty unless we expressly agree otherwise. In all cases, you remain responsible for ensuring that you pack your watch appropriately to prevent damage during transit.

We are under a legal duty to supply you with products that are in conformity with the contract. You must inspect the goods as soon as reasonably practicable after delivery and you must inform us promptly if the goods are faulty or not as described (‘faulty’) upon delivery or if you discover faults later. Any faulty goods should be returned to us (together with all paperwork, link, user manual, service papers and box, as applicable) promptly and within 14 days of advising us of the relevant faulty good. You must take reasonable care of any goods you are returning to us. On confirmation by us following inspection and/or testing that the goods were faulty on delivery and provided you were not made aware of the relevant fault at the time of purchase of the relevant good, you will be entitled to the following remedies:

1. You may ask us to refund your payment if you notify us of the issue within 30 days of delivery, subject to you returning the relevant goods (including paperwork, links user manual service papers and box as applicable) to us within 14 days of notifying us that you want to cancel and to any deductions for loss of or damage to the product or any items provided with it;
2. You may ask us to replace the goods, though you acknowledge that given the nature of the goods that we sell, we may not be able to source a suitable replacement, and we are under no obligation to replace the goods where this impossible or imposes costs on us that are unreasonable, taking into account, amongst other things, the value which the goods would have if they conformed to the contract of sale and the significance of the lack of conformity, in which case your remedy will be limited to either a refund or repair as per this policy;
3. You may ask us to repair the goods, though we are under no obligation to repair the goods where this is impossible or imposes costs on us that are unreasonable, taking into account, amongst other things, the value which the goods would have if they conformed to the contract of sale and the significance of the lack of conformity, in which case your remedy will be limited to either refund or replacement subject to the terms set out in this policy; or
4. If we are unable to repair or replace the goods after one or more attempts, you may ask us to refund your payment less any reasonable deduction in accordance with the terms of this loss policy for loss of or damage to paperwork.

Given our reliance at times on third parties and a worldwide shortage of watchmakers, you acknowledge that a reasonable time for completion of a repair may extend to several months for events outside our control, for example where manufacturer involvement is necessary to carry out the repair (including in the sourcing of parts).

If you change your mind and notify us of this within the required cancellation period mentioned in section 1 above, we will refund the costs of the goods together with the standard delivery charges we would normally have charged on your order (excluding any amounts paid for expedited delivery). If your goods are faulty on delivery, we will refund your reasonably incurred return postage costs provided you comply with our reasonable return instructions and you provide us with a copy receipt for your postage costs. All refunds payable this policy shall be paid 14 days of the goods (including paperwork, links user manual service papers and box as applicable) being returned to us following your election to receive a refund. You acknowledge that the paperwork for a product (where supplied) substantially increases the value of the goods and that its absence or damage will affect the value of the goods. If you return the goods with missing or damaged paperwork, we will make a reasonable deduction to the sum refunded to you not exceeding 25% of the purchase price. We also reserve the right to make a reasonable deduction from any refund payable to you to account for any use of or damage to the product by you which reduces its value.

If you buy several goods from us as part of the same order, and only some of these goods are faulty, you may return the faulty goods in accordance with this clause 11, but this does not entitle you to return other goods which are not faulty. To discuss a problem with your order, please contact the sales advisor that dealt with your order or alternatively you can contact our customer services team by e-mail ([email protected]). As a consumer, you have legal rights in relation to goods that are faulty. Advice about your legal rights is available from the citizens' advice consumer service. Nothing in our terms will affect your legal rights.