Please read our terms and conditions to ensure you understand when you have the right to return your product to us.
- Your Right To A Refund – Time Limits Apply
You can return an item to us if it is faulty for up to 30 days from the date of purchase whether you bought your product online or in store and we will provide a refund subject to the terms of our Returns and Refunds Policy. If you purchase a product online you have the right to change your mind even if the item is not faulty but you must tell us in writing by email to our customer service team at [email protected] within 14 days following the day of delivery and you must then return the item to us within 14 days of notifying us or you will not be entitled to a refund.
Outside of the time periods listed above we will not provide a refund or an exchange.
- Obtaining a Refund – What you must do
You must complete our Returns Form by clicking the button below and send this to us at [email protected] within the specified time periods. Your email must include your proof of purchase or receipt. You will also need to print the completed returns form as this must be included with your return.
Our customer service team will then acknowledge your email, usually within one working day, and they will arrange for the collection of your item by our agents or courier company. You must pay for the cost of collection in advance.
We may ask you to arrange for the return of an item to us and when we do so you must arrange for the return using the details in this Returns & Refunds Policy and bearing in mind the time periods that apply.
When we arrange for collection we will insure the product from the time of collection against any loss or damage that happens while an item is in transit. If we ask you to arrange for the return or you return the item without reference to us please note that the product belongs to you and you are responsible for it and insuring it against loss or damage until it has been received by us.
Whichever return method is used you must wrap and package the product and its original packing carefully to ensure it is protected in transit as a high value item. A failure to do so may mean that any refund we can offer is reduced due to damage that arises.
If you return the item to us by post or courier we strongly recommend that you use a secure delivery method that provides you with insurance as we accept no liability for loss or damage to your product while it is in transit and until it has been received and signed for by our customer service team.
If you require assistance or wish to pay for collection arranged by us please contact the customer service team by email at [email protected] who will assist you.
- The amount you can be refunded
Once we have received your returned product we will email you to confirm receipt. We will then arrange for the item to be inspected to confirm that it is in the condition supplied to you and has all packaging, certificates and product guarantees that were included with the item when supplied to you. We will complete the inspection as soon as reasonably practicable.
We will confirm to you by email the outcome of our inspection and the amount of any refund that you will receive. You will not receive a full refund if:
- There are obvious signs of use
- Any item is not in its original as supplied condition
- Any item or part is damaged
- Any part including links, straps, certificates, packaging or anything else that accompanied the item when delivered to you is missing from your return.
- Any item that is returned more than 30 days after delivery
In order to return any product that is not a watch, please return this to the original seller.
Your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 working days of our email confirming the amount of your refund. Refunds of payments made in cryptocurrency will be credited in GBP (Pounds Sterling) via the uTrust platform and we accept no responsibility for any fluctuations in the exchange rate between the date of payment and the date of any refund.
- Late or missing refunds
If you haven’t received a refund that we have agreed to make and confirmed by email please check with the relevant source of payment that you used when placing your order as it may take some time before your refund is credited to your account.
If you’ve done all of this and it’s more than 5 days since we emailed to confirm your refund and you still have not received your refund yet, please contact our customer service team by email at [email protected] who will assist you.
If you are making arrangements to return your product your return should be sent to the address below – please take care to ensure that you package the item appropriately as damage to the product packaging or the product will result in a reduction in the amount that we refund. Please include with your return:
- your proof of purchase or receipt
- a printed copy of your completed returns form as emailed to us
You must pay the costs of return shipping and we recommend you insure your item to its full value until it is received by us.
Watches of Wales Ltd
35 Morgan Arcade
In some circumstances we may agree with you to provide an exchange. This will be subject to our available stock and may mean a different product is offered as an exchange.
Where the exchange is not as a result of any failure on our part you must pay the costs of delivery to you and our terms and conditions will apply to the delivery of the exchange item. An exchange will not be despatched until the original product has been returned and inspected by us so that we can advise if an exchange is possible and whether any additional payment is required.
- Purchasing Unwanted Products outside the returns period
We are always happy to consider buying a watch back from you if you no longer want the item and do not have a right to return it to us. Please contact our customer service team by email at [email protected] or head straight to our sell my watch page.
We are not obliged to buy any items back from you and where we agree to do so you must first return the item to us so that it can be inspected and valued.