This policy does not affect your statutory rights.
Items must be returned, unworn, in their original condition, including the original box, papers (instructions, guarantee etc.), attached product tags and any extras associated with the product (e.g. CD ROM’s) within the cooling off period.
Unless faulty we cannot accept the return of items that have been worn, personalised or had their bracelets adjusted.
Earrings or any other item of pierced jewellery are non-returnable unless found to have a manufacturing defect.
The Cooling Off Period
The cooling off period allows you to return your goods should they not meet your requirements. To qualify for a full refund, items must be returned within the 30 day cooling off period. This 30 day period commences the day after your item is despatched. Goods must be returned unworn, in their original condition, including the original box, papers (instructions, guarantee etc.), attached product tags and any extras associated with the product (e.g. CD ROM’s).
Unless an item is faulty (please refer to the Faulty Goods link), we are unable to accept the return if the item does not adhere to the criteria stated in the Watch Supermarket Returns and Refunds policy (eg. if the item has been worn).
If an item is returned outside of the cooling off period, we reserve the right to refuse refund. In certain circumstances, although not obliged, we may offer an exchange; this is at the discretion of the Watch Supermarket team.
In the unlikely event that your goods are received without the correct documentation (eg. the instruction manual is missing) you must notify us within 48 hours. Failure to do so will result in our assumption that you have received all relevant documentation. Should you then try to return the goods after having failed to notify us within the specified 48 hour period, we reserve the right to refuse a refund.
Returning an Item
To return your unworn item, you must first complete the Returns Form.
Please ensure you complete all sections of the Returns Form, this will enable us to process your refund or exchange more efficiently. (For faulty goods please refer to our Faulty Goods link). If your goods do not qualify for a refund or exchange for any reason, we will return your item to you. We reserve the right to charge you a delivery fee when returning your item to you.
Your item must be returned to us using an insured and traceable service. We recommend using Royal Mail Recorded Delivery. You must make a note of your tracking number as you will need this to claim from Royal Mail Customer Services in the unlikely event that your item does not reach us. Watch Supermarket are not liable for any damage or loss incurred, you must claim via Royal Mail Customer Services direct.
Please ensure you package your item securely to avoid any damage to the goods and that you pay enough postage for the weight of the package. In the event that you have underpaid on postage and Watch Supermarket are forced to pay the remaining fee, we reserve the right to deduct that fee plus a £10.00 administration fee from your refund.
Please use the address label on the Returns Form when returning goods ensuring your order number is written clearly in the space provided.
Should you wish to return the item for a refund for reasons other than an exchange or fault, the cost of the postage to you will be deducted from the total of the order. For example: If you purchase a watch for £70 and you return it because you don't like it, it doesn't fit etc we will knock of the £7.15 (or whatever postage we paid) delivery charge and credit £62.85 to your account. Watch Supermarket reserve the right to deduct this fee plus a £10.00 administration fee where any of our terms & conditions have been breached.
Refunds are processed for items returned within the cooling off period, providing they meet the criteria as stated in our Returns and Refunds policy.
A standard refund takes approximately 3 working days following receipt of your return however, it may take up to 14 days during busier periods; this does not indicate a problem with your return. If there is a problem with your return, we will inform you, you do not need to contact Watch Supermarket for confirmation of refund.
Unless advised by a member of our customer service team in advance, any adjustments made to the watch, such as having links removed, engraving, are at the cost of the customer. Link adjustment or removal is offered free of charge before we dispatch the watch if it is made know to us within adequate time prior to shipment cut-offs.
Providing your item meets the returns criteria, we will be happy to process an exchange. Please circle the ‘Exchange’ item on our Returns Form and state the product code of the item you wish to exchange it for. Product codes can be found on the product page.
If the price of your new item is higher than that of your original purchase, we will contact you and take additional payment over the phone. If the price of the new item is lower than that of the original item, we will reimburse your payment card. Where the new item is priced lower than the original, we reserve the right to deduct a £10.00 administration fee from your reimbursement total and in addition, may charge you for the delivery of the new item. We will advise you in advance if any of these charges apply.
If you are still unhappy with your goods after your first exchange and return them for a further exchange or refund, we reserve the right to deduct a £10.00 administration fee from your refund and charge you for any additional delivery fees incurred.
In the unfortunate event that your item is faulty please contact us on 0845 600 1511 and a member of our dedicated team will advise you.
If you find a fault within 30 days of the despatch date of your item, we will issue you with a Fault Number and would usually advise you to return your item to us along with the completed Returns Form. You must return your item using Royal Mail Recorded Delivery, noting your tracking number as with all returns. If after assessing your item, we confirm it to be faulty; we will reimburse you for the postage amount. If we do not believe the item to be faulty, we reserve the right to charge you for redelivery. All postage refunds will be refunded upto a maximum value of £4.30.
If you find a fault with your item outside of the 30 day cooling off period but within the manufacturers guarantee, we will advise you to send the item directly to the manufacturer. Watch Supermarket will not be held responsible for the cost of postage to the manufacturer.
You must retain your manufacturer’s card or booklet for the duration of the manufacturers guarantee period. We strongly recommend that you read the manufacturers terms and conditions so that you are familiar with the coverage provided under the guarantee.