Returns and Refunds

Changed your mind about your pocket watch? You can return it within 14 days of receiving it, without giving any reason. The full legal details are on our Right to Cancel page.

How to return an item

  1. Tell us within 14 days of delivery: use the “Cancel contract” button at the bottom of every page, or email us at contact@pocket-watches.co.uk with your order number.
  2. We confirm your return by email and send you the return address.
  3. Send the item back within 14 days of telling us, in its original packaging if possible, with all accessories. We recommend using a tracked service and keeping your proof of postage.
  4. We refund you within 14 days of receiving the item back or, if earlier, of receiving your proof of return.

Return costs

The cost of returning an item you no longer want is paid by you. If the item is faulty, damaged or not as described, we pay the reasonable return costs (see below).

Refunds

We refund the price of the returned items and the cost of standard delivery, using the same payment method you used for your order. You will not be charged any fee for the refund. Depending on your bank, it may take a few working days for the money to appear on your statement.

If an item comes back with signs of use beyond what is needed to examine it (as you would in a shop), we may reduce the refund to reflect the loss in value.

Faulty, damaged or incorrect items

If your item is faulty, damaged in transit or not what you ordered, please email us at contact@pocket-watches.co.uk with your order number and photographs. Depending on your situation and your rights under the Consumer Rights Act 2015, we will offer a refund, a repair or a replacement, and we will pay the reasonable return costs. See section 9 of our Terms and Conditions of Sale.

Exceptions

Items made to your specifications or clearly personalised (for example, with a custom engraving) cannot be returned for a change of mind. This does not affect your rights if the item is faulty.