1. Returns policy
A. Purchases made in store can be exchanged but not refunded when returned within 14 days of purchase in unused condition. If no exchange can be made on the day a credit note will be issued for the original purchase price. Please refer to clause 13(m). This does not affect your usual consumer rights.
B. Purchases made online may only be exchanged or refunded within 14 days of purchase if they are in an unused condition. Goods purchased online will come with a tamper-proof returns sticker which allows for the goods to be tried on and examined for any faults. Returns will not be accepted if this sticker has been damaged or removed so please examine the goods thoroughly to ensure you are completely satisfied with the product before removing this.
C. In the event that goods are returned to you following a refused sale, packaging and insurance will be your responsibility. Watchesworld 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.
D. 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 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.
E. You must return any goods that are faulty (including paperwork, links, user manual, service papers and box as applicable) promptly and within 14 days of advising us of the relevant faulty good.
F. If your goods are faulty on delivery and you are based within the uk, 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.
G. If your goods are faulty on delivery and you are based outside the uk, we will refund your reasonably incurred return postage costs to a maximum of £12 (although this may be reviewed on a case by case basis) provided you comply with our reasonable return instructions and you provide us with a copy receipt.
H. If you are sending your watch in for a service at time services and are based within the uk, we will return your watch to you once the work is completed by royal mail’s special delivery™ and postage will be at your cost (£12.00 unless advised differently). If you are based outside of the uk, a courier will be selected at our discretion and postage and insurance costs will be payable by you.
I. If we receive a watch for service work that is quoted but not proceeded, then a return postage cost of £12.00 will apply if you are based in the uk (unless the decision not to proceed with the work is ours, in which case no return postage charge will apply). If you are based outside of the uk, a courier will be selected at our discretion and postage and insurance costs will be payable by you.
J. If you are based in the uk and have a valid claim against your warranty, we will provide you with a pre-paid envelope to return your watch to us and we will not make a charge for the postage and packaging costs of returning the watch to you (unless the work involves battery replacement and/or link addition or removal only, which in any event is not covered under warranty). We will charge for postage, packaging, insurance and all other taxes, fees and charges applied by customs incurred for work carried out under warranty if you are based outside of the uk. In all cases, you remain responsible for ensuring that you pack your watch appropriately to prevent damage during transit.
K. If you are based outside of the uk, you may also have to pay import/export duty or other taxes, fees and charges applied by customs or other authorities for work carried out on your watch, particularly if you do not correctly complete the relevant declarations (if based outside the eu, ordinarily you should mark the watch as a ‘return for repair’). You must comply with all laws and regulations of your country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. If you are unsure about whether these charges might apply to your order, you should contact your local tax or customs office for further information.
2. Faulty goods
A. We are under a legal duty to supply you with products that are in conformity with the contract.
B. 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.
C. You must take reasonable care of the goods and you must return any goods that are faulty (including paperwork, links, user manual, service papers and box as applicable) promptly and within 14 days of advising us of the relevant faulty good.
D. 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:
E. You may ask us to refund your payment less any reasonable deduction in accordance with clause 11(j) for loss of or damage to paperwork if the relevant goods (including paperwork, links user manual service papers and box as applicable) are returned within 30 days of delivery;
F. 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 subject to the terms set out in this clause 11;
G. 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 clause 11; or
H. If we are unable to repair or replace the goods after one or more attempts, you may ask us to refund your payment less: a) any reasonable deduction in accordance with clause 11(j) for loss of or damage to paperwork; and b) any reasonable deduction for wear and tear through use which will not exceed £90 (which equates to the cost of a refurbishment) if the relevant goods (including paperwork, links, user manual services papers and box as applicable) are returned after 6 months of delivery.
I. All refunds payable under this clause 11(d) 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.
J. You acknowledge that the paperwork (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.
K. We reserve our rights to reduce any remedies under clause 11(d) if paperwork is missing or damaged.
L. 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 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.
M. If your goods are faulty on delivery and you are based within the uk, 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.
N. If your goods are faulty on delivery and you are based outside the uk, we will refund your reasonably incurred return postage costs to a maximum of £12 (although this may be reviewed on a case by case basis) provided you comply with our reasonable return instructions and you provide us with a copy receipt.
O. Given our reliance at times on third parties and a world-wide 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).
P. 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.
Q. 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 (admin@watchesworld.co.uk).
R. 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.