Under UK consumer law, you have the right to return goods to us within 14 days without giving a reason. In order to do this you must inform us of your intent to return the goods by filling in the online returns form below. You must return the item(s) in the condition that they were supplied, complete and in ‘as new’ condition.
Under the Consumer Rights Directive IP/08/1474 we are permitted to reduce the amount of money refunded for goods returned which show evidence of use beyond the handling necessary to see whether the goods are as expected.
After 14 days, we will happily accept the return of your purchase up to 60 days if you simply change your mind.
Upon submitting a returns form you must ensure that the product you wish to return meets the criteria outlined in our returns and refund policy so that you are eligible for a full refund, your item(s) needs to be:
- Returned in its original packaging
- Returned with the security tag attached
- Returned with the purchase receipt and warranty card
- Returned with any other additional extras that were included, such as: spare links, chargers, instruction manuals etc.
We cannot refund or exchange items that have been customised or show clear signs of use. Failure to abide by these guidelines will unfortunately disqualify you from a full refund. If you have any questions about our returns and cancellation policy, please email our friendly customer services team at support@cestrianwatches.com.
Once your item(s) has arrived back with us we will check to see if everything is in order and whether you qualify for a refund. We do our best to process all refunds on the same day we receive them, but sometimes the relevant checks can take up to 7 days. Any refunded money should be returned to your bank account within 14 working days.
Returns FAQs
Yes, to make use of this right, just let us know you'd like to return your items. You can do this by filling out our easy online returns form found on our website or by reaching out to us at support@cestrianwatches.com. We suggest using the online form because it helps us handle your return more smoothly.
When you contact us/fill the form out, please provide as much information as possible to assist our returns department in processing your returns smoothly and efficiently. Failure to do so may result in difficulties processing your return. Your cooperation in this matter is greatly appreciated.
To be eligible for a refund, you must check your item(s) meet all of the criteria below:
- Please ensure that your watch is returned to us in full working condition.
- Any protective stickers or film originally applied to the watch must remain intact and undamaged.
- The watch should still have the security tag attached, ensuring that it has not been tampered with.
- Please include the original purchase receipt and warranty card with your return, as these documents are essential for processing your refund.
- Please ensure your watch is returned in its original box, making sure that the box is not broken or damaged.
- Please remember to include any spare links, instruction manuals, or other extras that were originally included with the watch.
- If you received a gift with your purchase, please include it with your return, if applicable.
- The item must be securely packaged in transit to ensure its protection during shipping.
Failure to abide by these guidelines may unfortunately disqualify you from a full refund.
Please note we are unable to refund or exchange watches that have been altered, resized, or customised by the customer or any other third party. Please note that Cestrian offers bracelet adjustments free of charge at the time of purchase.
Free Returns for UK Customers Only
If you are eligible for a refund, you will receive a returns label. This label allows you to return the item to us without incurring any additional shipping costs.
To obtain the free returns label, please follow these steps:
- Complete the online returns form provided on our website or contact us at support@cestrianwatches.com to notify us of your intent to return the goods.
- Once your return request is processed, we will provide you with the free returns label via email.
- Print out the label and affix it securely to the package containing the returned item.
- Your item must be returned within a 7 day period of the label being generated.
Please note that using the provided free returns label ensures a smooth and efficient return process. If you choose not to use the label and opt for an alternative shipping method, any associated costs will be your responsibility.
By offering a free returns label, we aim to make the return process as convenient as possible for our customers.
Please be aware that we will provide a free returns label for your initial change of mind (limited to one per customer). If you decide to change your mind again, any subsequent returns will incur return shipping costs. If you have any questions or need further assistance, please don't hesitate to contact our customer support team.
Returns for International Customers
For international customers, you will need to arrange the shipping and send back the parcel to us. Please contact support@cestrianwatches.com so we can further assist you.
When initiating the return of an item from outside the UK, please ensure that the package is prominently labelled as 'Returned Goods' and remember to select the 'Return Goods' option on the customs declaration form. This procedural step holds significant importance as it can potentially prevent the imposition of import charges and taxes on the returned item. However, please be aware that we cannot assume responsibility for any instances where items are damaged or are misplaced/lost during transit.
Additionally, please note that the costs associated with returning the item will be borne by the customer. To safeguard against potential mishaps during transit, we strongly recommend considering the use of shipping insurance. This precautionary measure can provide coverage in case of any unfortunate incidents that might occur while the item is in transit.
Your understanding of these guidelines and precautions is greatly appreciated, as they contribute to ensuring a smooth and hassle-free return process for both parties involved.
Please review these terms carefully before proceeding with your return. If you have any questions or concerns, don't hesitate to contact our customer support team. Thank you for your understanding and cooperation.
Visual defects refer to issues or flaws that are readily apparent upon receiving the product and can be identified through a visual inspection. These defects might include things like scratches, dents, discolorations, or any noticeable damage to the external appearance of the item.
Customer Obligation:
- To facilitate the handling of visual defects, it's important to promptly report such issues, within 24 hours of receiving the product.
Dispatch Team Assurance:
- To ensure your satisfaction, our dispatch team comprises experienced and trained personnel who conduct thorough pre-dispatch operational tests on all watches.
Security Measures:
- Our dispatch area is equipped with High-Definition Closed-Circuit Television (CCTV) cameras to guarantee that the right item is sent in the correct condition.
Additional Visual Records:
- For added reassurance, we may retain additional photographs or videos of many watches, demonstrating that items were dispatched without defects and in the intended condition.
Manufacturing defects refer to flaws or issues that are inherent to the product's design or production process, leading to problems in functionality, performance, or safety. Unlike visual defects, manufacturing defects might not be immediately obvious upon inspection but could become apparent after use. To address manufacturing defects, reporting is required within 30 days of purchase.
If you believe your item has developed a fault after these time periods, you will need to file a warranty claim. Please email us at support@cestrianwatches.com, and we'll be pleased to assist you. You can also refer to our warranty section for more information. Additionally, please note that for warranty claims, you will need to send the item back to the manufacturer at 15-17 Charles Street, Hoole, Chester, CH2 3AZ.
Failure to include original invoice, packaging and warranty card can delay the warranty claim. If you have any questions about our returns policy, please email support@cestrianwatches.com.
You have statutory rights in relation to any goods you purchase from us that are either not of satisfactory quality or fit for purpose or as described at the time of purchase.
Initially, we will attempt to troubleshoot the issue. If troubleshooting doesn't resolve the issue, we will arrange a free postage label for you to return the watch to our premises. Our fully trained technical team will then conduct a range of tests based on the reported fault and produce an inspection report within 3 working days.
Following the tests/inspection, if it is established that the item is defective we will arrange a free repair or replacement. However, in line with your statutory rights we can also offer a refund.
If following the tests, the technical team determines that the fault has been caused by damage (accidental or otherwise) or misuse whilst in your possession then you will not be entitled to a refund and will be liable for a £15 charge to have the watch returned to you.
If the watch is found not to be faulty, you will be responsible for the £15 cost of returning the watch to you, and we will provide you with the inspection report. Alternatively, upon your request, we can send the watch to the manufacturer's repair centre for an assessment on your behalf, with you being responsible for the £15 postage cost to send it to the manufacturer.
If you choose to send the watch either directly or to us and we send on your behalf to the manufacturers service centre and they determine that the fault is due to accidental damage, misuse, or impact damage, you may incur charges for the repair.
If you're returning your watch outside of the 60 days since you ordered it for any watch-related issues, feel free to reach out to us through email at support@cestrianwatches.com. Before reporting the problem, we recommend carefully reading the instruction manual. Online guides and videos can be found on YouTube can be very helpful in understanding the mechanism in your watch.
If troubleshooting does not rectify the fault, we will direct you to our service centre where your watch can be tested under your warranty. However, please note that if we determine that the fault is a result of accidental damage, misuse, or impact damage, there may be a repair charge applicable.