Refund policy

We want you to be delighted with your purchase. This Returns & Refunds Policy sets out your rights and our process when returning or refunding items bought from us. These terms are in addition to your statutory rights under UK consumer law.

Your Legal Rights
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for purpose. If they are faulty, you have the right to a repair, replacement, or refund.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, when you buy online, you have a 14-day “cooling-off” period, during which you may cancel for any reason and return the item, provided it is in its original condition (subject to certain exceptions). This right is limited to 30 days from the date you receive your product.

If you notify us within 14 days of receiving the goods, you then have a further 14 days to return them to us. We must refund you within 14 days of receipt. 

Return Window & Conditions
Return window: 14 calendar days from the date you receive the item (for change-of-mind returns).

Condition of goods: Items must be unused, in original packaging, with all tags, certificates, accessories, and in a saleable condition.

Excluded items / final sales: Personalized, engraved, custom, or special-order items are non-returnable unless faulty.

Faulty or misdescribed items: If your item is defective or not as described, contact us immediately. Returns in this case may be accepted beyond the 14-day window so long as your claim is valid.

Return Process
Contact our Customer Support team (via email or contact form) quoting your order number and reason.

We will issue you with a Return Authorization (RA) and provide shipping instructions (and a return address).

Ship the item securely (we recommend insured and traceable shipping).

Once received and inspected, we will notify you of refund or replacement status.

Refunds are processed to the original payment method within 7–14 business days of accepting the return.

Return Costs & Shipping
For change-of-mind returns, you are responsible for the return postage unless we agree otherwise in writing.

For faulty or misdescribed items, we will cover the return shipping cost.

We recommend using tracked/insured shipping — we cannot accept responsibility for lost or damaged returns in transit.

Refunds & Exchanges
We will issue a full refund (including original standard delivery cost) once goods are accepted.

If you prefer, we may offer an exchange or store credit.

For canceled orders (within the 14-day cooling-off), we must refund the cost of the product and standard delivery within 14 days of receiving the return.

Inspection & Right to Reject

We reserve the right to reject returns that do not comply with this policy (e.g. missing items, damaged, objections to resale). If rejected, we will return the item to you at your cost.

Exceptions & Faults after 6 months
If a fault arises after 6 months, you will need to provide evidence of original purchase and demonstrate that the defect existed at the time of sale.

Legitimate warranty or repair claims may still apply beyond the return window.

Contact Information

If you need instructions or assistance, contact us at:

Email: info@theluxurywatchcompany.com

Phone: 01756 243168

Address:
The Luxury Watch Company
The Old Laundry
2 Stable Courtyard
Broughton Hall Estate
Skipton
North Yorkshire
BD23 3AE