Returns and Cancellations Policy
Free Extended Returns:
We’re delighted to offer you a free extended return period for any items purchased from November 1st to January 23rd, ensuring your complete satisfaction. If you aren’t fully confident in your purchase, you’ll be pleased to know that we’re here to make the process as smooth as possible. As a token of our appreciation for your trust in us, we are providing you with a complimentary link to generate a returns label.
Generating Your Returns Label:
- You will be provided with a link that you can use to generate your returns label.
- To begin the process, click on this link and fill in the form.
- Before doing so, please ensure that you read the ‘Eligibility for Refund’ section in our terms and conditions.
- If your item does not meet all the required criteria, you may be subject to a deduction in value from your refund amount.
- Once you have filled in this form, our dedicated customer service team will promptly supply you with a pre-paid Royal Mail label.
- The extended return offer is only valid for items valued at £30 or more.
- It is not applicable to international customers.
- If you choose to return your item using your own postage, we will not refund you.
- Limited to just one label per customer; any subsequent returns will be subject to a £15 restocking fee.
- Please note that any orders placed on or after the 1st of January will be subject to our standard returns policy.
Right of Return:
In accordance with UK consumer law, you have the right to return goods to us within 14 days of receiving the item without the need to provide a reason. However, WatchNation offers all our customers 30 days from receiving their item to return their goods for change of mind. To exercise this right, you can notify us of your intent to return the goods by completing the online returns form provided below or by contacting us at firstname.lastname@example.org. If you choose not to inform us via the form or email, it may cause delays in processing the return and affect the eligibility to receive a refund
Change of Mind Returns:
We appreciate that you may change your mind once you receive the item and decide that it is not suitable to you. Therefore, we will accept the return of your purchase within 30 days of receiving the item, provided you simply change your mind and the product is still in its brand new and unused condition.
You must check items for any signs of visual or mechanical defects & if the watch is suitable for you before removing tags/plastic etc.
You are entitled to try on your watch but do not carry out any alterations as this will affect your eligibility for a refund.
Eligibility for Refund:
To be eligible for a full refund, you must ensure that the product you wish to return meets the criteria outlined in our returns and refund policy. The items must be returned in the condition they were supplied. The watch must be returned in new condition.
Specifically, your item(s) should be returned:
- In its original packaging
- With applicable protective stickers still intact
- With the security tag attached
- With the purchase receipt and warranty card
- In its original gift box
- Including any additional extras that were originally included, such as spare links, instruction manuals, etc.
- Including any gift with purchase (if relevant)
Diminution of Value:
In the event that the watch shows clear signs of use in line with the Consumer Rights Directive IP/08/1474, we will reduce the amount of the refund to reflect the resale value of the item returned
based on both the condition of the item returned and/or any missing parts, packaging etc.
This reduction can be up to 100% of the value of the purchase, including postage.
We are unable to refund or exchange watches that have been altered, resized or customised by the customer or any other third party. WatchNation offers bracelet adjustments free of charge at the time of purchase.
Return costs for change of mind are the responsibility of the buyer. The costs of any non-standard delivery charges will not be refunded and you will have to pay the costs of returning the item to us.
We cannot be held responsible for items damaged or lost during the return transit. We would advise customers to ensure that the item is appropriately packaged and insured.
If you are returning an item from outside the UK, please ensure that the package is clearly marked as ‘Returned Goods,’ and remember to tick the ‘Return Goods’ option on the customs declaration form. This will help prevent any import charges and taxes from being applied. We cannot be held responsible for items damaged or lost during the return transit. We would advise customers to ensure that the item is appropriately packaged and insured.
If you frequently initiate returns for multiple orders, please be aware that we may exercise our discretion to impose a £15 deduction from your refund to offset our shipping and handling expenses.
Please review these terms carefully before proceeding with your return. If you have any questions or concerns, don’t hesitate to contact our customer support team. Thank you for your understanding and cooperation.
Register your Return
Please read the returns policy listed above before registering your return. Returns postage is the responsibility of the customer.Once your form is submitted, please allow up to 2 business days for our team to review it and get back to you.
Reporting Visual Damage / Defects: The customer is required to promptly notify us within 48 hours of delivery of any visual or obvious mechanical defect relating to either the product or any associated items such as the gift box. Please notify us via email at email@example.com including your name and order number.
Missing items: The customer must inform us within 48 hours of receiving your goods of any missing items or paperwork.
Before returning your faulty watch
We have an experienced technical team that deals with many different issues and faults on a daily basis. If you are having any specification or performance issues with your watch please contact us on +01244 621704 or via email at firstname.lastname@example.org. and someone will take your details and get back to you with a suggested course of action.
In most instances we can troubleshoot and rectify many common issues. Please include your name, order number and a description of the fault. One of our experienced customer service agents will speak to the technical team and aim to get back to you within 1 working day depending on the complexity of issue.
For any watch-related issues, feel free to reach out to us either by phone through email at email@example.com. Before reporting the problem, we recommend carefully reading the instruction manual. Online guides and videos can be found on YouTube can be very helpful in understanding the mechanism in your watch.
Within 30 days
You have statutory rights in relation to any goods you purchase from us that are either not of satisfactory quality or fit for purpose or as described at the time of purchase.
Initially, we will attempt to troubleshoot the issue. If troubleshooting doesn’t resolve the issue, we will arrange a free postage label for you to return the watch to our premises. Our fully trained technical team will then conduct a range of tests based on the reported fault and produce an inspection report within 3 working days.
Following the tests/inspection, it is established that the item is defective we will arrange a free repair or replacement. However, in line with your statutory rights we can also offer a refund.
If following the tests, the technical team determines that the fault has been caused by damage (accidental or otherwise) or misuse whilst in your possession then you will not be entitled to a refund and will be liable for a £10 charge to have the watch returned to you.
If the watch is found not to be faulty, you will be responsible for the £10 cost of returning the watch to you, and we will provide you with the inspection report. Alternatively, upon your request, we can send the watch to the manufacturer’s repair centre for an assessment on your behalf, with you being responsible for the £10 postage cost to send it to the manufacturer.
If you choose to send the watch either directly or to us and we send on your behalf to the manufacturers service centre and they determine that the fault is due to accidental damage, misuse, or impact damage, you may incur charges for the repair.
After 30 days
For any watch-related issues, feel free to reach out to us through email at firstname.lastname@example.org. Before reporting the problem, we recommend carefully reading the instruction manual. Online guides and videos can be found on YouTube can be very helpful in understanding the mechanism in your watch.
If troubleshooting does not rectify the fault, we will direct you to the manufacturer’s service centre where your watch can be tested under your warranty. This will be more efficient than returning the watch to WatchNation as we have no in house repair centre. However, please note that if the manufacturer determines that the fault is a result of accidental damage, misuse, or impact damage, there may be a repair charge applicable.
Parcel Inspection: Upon receiving the parcel from the courier, if there are any visible signs of damage or tampering, we highly recommend that the customer refuses delivery and immediately contacts us at +01244 621704 or via email at email@example.com.
Customer Acceptance: If, for any reason, the customer accepts the parcel despite visible signs of damage or tampering, WatchNation holds no liability for any subsequent damage to the item.
It is essential for the customer to carefully inspect the parcel upon delivery and act accordingly to ensure the best resolution in case of any issues.
Please be sure to adhere to these terms and conditions to facilitate a smooth resolution in case of any visual defects in the delivered product.