Refund policy

RETURNS

(a) It is our normal process to accept returns that arrive to us within 14 calendar days of delivery of the Goods. If you are planning to return a purchase, please make sure you ship the Goods within enough time for them to arrive to us within 14 calendar days from the date of delivery of the Goods.

(b) The cost of adequately and safely packaging the Goods and returning them to us is your responsibility. It is also your responsibility to ensure that the Goods are appropriately packaged so as to prevent damage during transit. You must also insure the Goods during transit to the full purchase price of the Goods.

(c) Our 14 day Return Period expires on the 15th calendar day after the Goods were delivered. Any return arriving after 14 days from the date the Goods were delivered will not be accepted by us.

(d) Please always contact us before returning any Goods – that way we know why you are returning and also we will be on the lookout for your package.

(e) Returned Goods will only be accepted by us if they are in the exact same condition they were when we sent them to you, including the undamaged return of all accompanying Paperwork. Try the watch on by all means but do not wear it until you are sure you want to keep it. We will not accept returns where the Goods have been used, damaged or tampered with, even if the Goods are Faulty. All Goods will be shipped with a special tag that will allow the Goods to be tried on. Do not remove this tag until you are happy with the Goods. RETURNS WILL NOT BE ACCEPTED IF THIS SPECIAL TAG HAS BEEN REMOVED.

(f) Returned Goods will be inspected by us and if they are found to be damaged or otherwise compromised from you handling the Goods beyond what is necessary to establish the nature, characteristics and functioning of the Goods, then we reserve the right to reject the return. Alternatively, we may offer to repair the Goods, which shall be at your cost. If agreed by you, we will repair the Goods and the cost of the repair will be deducted from the refund monies due. If you do not agree to the repair amount then the return will be rejected by us and cleared funds to cover the delivery cost back to you must be paid by you and received by us before we will return the Goods to you.

(g) Where we have conducted a face-to-face handover of the Goods the 14 day Return Period will not apply. During the face-to-face meeting, you will have the opportunity to try on and inspect the Goods and accompanying Paperwork before making final commitment to complete the Order. Once we have received cleared funds and you have accepted the Goods in person, then the Order will be complete and no Return Period will apply (save for any statutory rights you may have).

(h) Where the goods have been shipped outside of the United Kingdom, the 14 day return period will not apply.

(i) The cost of returning Goods is your responsibility and you accept that you will return the Goods using a tracked courier or mail service, and that the Goods will be adequately insured for the purchase price paid and be appropriately packaged so as to avoid damage in transit. We will not accept the return of damaged Goods.

(j) Whilst all of our Goods are thoroughly inspected before sale, if you do receive Faulty Goods then you must return the Goods (including any Paperwork, boxes and anything else you were sent on purchasing the Goods) promptly and always within 14 days of advising us that the Goods are Faulty.

(k) If you live in the United Kingdom and on delivery discover that the Goods are Faulty, we will reimburse you for reasonable return postage costs – provided you comply with our reasonable return instructions and provide us with a copy of your postage receipt.

(l) If your return meets the above criteria you will be issued a refund of the purchase price paid less any irrecoverable fees we have already incurred. These could include credit/debt card processing fees and/or 3rd party platform sale fees (e.g. if you purchased through Ebay or Chrono24).

3.6. FAULTY GOODS

(a) It is our legal duty to supply you with Goods that are in conformity to the Terms.

(b) The Terms require you to inspect the Goods as soon as is practical upon receiving the Goods. Should the Goods be faulty or not as advertised (“Faulty”), then you must inform us promptly and always within 7 days of receiving the Goods. For the avoidance of doubt, Goods can only be reported as Faulty within 7 days of delivery of the Goods. Faults discovered thereafter may be subject to a Wiseman's Watches Limited Warranty, or manufacturer warranty, claim (see section 3.2. WARRANTY).

(c) In the event of receiving Faulty Goods you must contact us and arrange for the Goods to be returned to us within 14 days of your notification to us that the Goods are Faulty.

(d) Once we receive the Faulty Goods, we will inspect them. If we agree that the Goods are faulty then you can:

(i) Request a refund. The refund amount will be the purchase price paid for the Goods, adjusted for any costs resulting from clauses 3.5. RETURNS (f) and 3.5. RETURNS (j) if you live in the United Kingdom or 3.5. RETURNS (f) and 3.5. RETURNS (k) if you live outside the United Kingdom.

(ii) Request that we replace the Goods. If you elect to have the Goods replaced you acknowledge that given the nature of the Goods we sell, we may be unable to source a suitable replacement and we are under no obligation to replace the Goods if it is impossible to do so, or if sourcing a suitable replacement places unreasonable costs on us. Sourcing a replacement for the Faulty Goods is therefore at our sole discretion and the alternative will be to offer a refund as described above, or offer to have the Goods repaired as described below.

(iii) Request that we repair the Goods. If you elect to have the Goods repaired we cannot guarantee the time required for the repair, and it could easily extend to several months. Here we are reliant on third parties, which we do not control. The cost of repairing Faulty Goods shall be borne by us. In the event that we deem the cost of repair to be commercially unviable we will not proceed with the repair. This decision will be at our sole discretion. Should we reject a repair then the alternative will be to offer a refund or to replace the Goods, as described above.

(e) You acknowledge that the Paperwork supplied with the Goods (where supplied) forms a substantial part of the value of the Goods and as such failure to return all Paperwork in the same condition in which it was received will alter the refund amount due. In the event of Paperwork not being returned, or being returned but damaged, we will deduct 35% of the purchase price of the Goods before refund.

(f) This clause only deals with Faulty Goods. If you buy multiple Goods in one Order and not all Goods are Faulty, then you are only entitled to return the Faulty Goods under this clause. You are not entitled to return any non-Faulty Goods.

(g) As a UK consumer you have legal rights in relation to the sale of Faulty Goods, and nothing in our Terms is designed to affects your legal rights. More information on your legal rights can be found by contacting Citizens Advice.