Refund policy
Returns and Cancellations Policy
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 30 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 customerservices@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 Terms and Guidelines
We are not able to refund or exchange watches that have been sized by the customer, or another jewellers or watch specialist. All returned items must be unused and complete with original tags and all packaging. All returned items must be in original, resalable condition.
Please make sure all returned items are suitably packaged for transit to our shop. We cannot take responsibility for items damaged or lost in the return transit. If returning an item from outside the UK, please clearly mark the package ‘Returned Goods’, and ensure that the ‘Return Goods’ option is ticked on the customs declaration form, to prevent any import charges and taxes being applied. Please make sure that the returns form is enclosed with your goods – no form may result in your return not being processed.
Please refer to our Terms and Conditions for further information on returns.
This refund policy is only applicable to watches sold via our website. Any watches that arrive with visual defects or damages must be reported immediately within 24 hours of arrival. This includes any damage or signs of tempering to the external shipping box.
Request a free returns label
Please read the returns policy listed above before requesting a free returns label. If you do not meet our terms, you may not qualify for a free returns label. Once your form is submitted, please allow up to 2 business days for our team to review it and get back to you.
Faulty or Damaged Goods
You have rights under the Sale of Goods Act for repair, replacement or refund of faulty goods. This applies to all goods but excludes accidental damage or faults arising from misuse, user error or normal wear and tear. If you believe your item has developed a fault after six months, then you will need to file a warranty claim please email us at customerservices@cestrianwatches.com and we’ll be happy to help.
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 customerservices@cestrianwatches.com and our friendly team will get back to you within 48 hours. All products should be posted back to the following address:
Returns Department Cestrian Watches
Once the 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 back in your bank account within 14 working days. In the highly unlikely event that you receive an item in error, please email customerservices@cestrianwatches.com with the subject ‘Item received in error’ and include your name, address, order number and product details.
Once we’ve received this email, a customer service representative will contact you with instructions as to how to resolve the situation. All warranties only cover mechanical faults and failures and not any kind of accidental damage or loss.