Refund policy

 

We offer a ‘no quibble’ 30 day money back guarantee. All requests for returns or exchanges must be made through the website or by email within 30 days of receipt of your items and confirmed by us. Once 30 days has passed from receipt of your item your order will be assumed to be satisfactory and claims of shipment errors or requests for returns or exchanges will not be accepted.

The item is brand new and must be returned in exactly the same condition as received - including all packaging, boxes and coverings. If you are unsure if you wish to keep the item, do not wear it to 'try' it out, watches and jewellery pick up scuffs and scratches very easily and we will not accept returns of items we suspect have been worn or tampered with. We advise you to leave all the protective film on the item until you decide to keep or return the product. This is because we cannot resell the item as new even if it has only been worn for a short period. We will not accept any returns that have been worn, marked or damaged. If a watch is returned to us (as new) and we suspect it has been worn, tampered with or has markings of any kind we reserve the right to offer a partial refund, deducting an amount that we feel the watch has been devalued and the loss it has incurred to its resale value. The purchaser will bear the cost of postage.

In the unlikely event that the item is faulty, we ask you to return the item complying with stipulations stated above. We will endeavour to provide a replacement item. If no replacement is in stock, you can choose to have a refund or exchange for a different item which is in stock of the same value. If no mechanical fault is found with your item, a refund will be given excluding our P&P costs.

All our watches come with our own 12 month movement warranty to give you peace of mind excluding accidental damage. Warranty does not cover any diamonds, gems, stones or other accessory on the watch. Please retain the invoice receipt provided with the goods to validate your warranty with us.

Cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

In the UK, the official online returns policy, governed by the Consumer Contracts Regulations, gives customers a legal right to cancel an order within 14 days of receiving it for any reason. After notifying the seller, consumers have a further 14 days to return the items, with refunds required within 14 days of the item being returned. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 5 business days have passed since we’ve approved your return, please contact us at office@charleswilliam.london