Returns & exchanges policy

Due to the current situation, the return process might take a little more time than you are accustomed to. Our team is working around the clock to make sure everything is looked after as soon as possible. Thank you very much for your kind understanding.

At Watch.co.uk we do our utmost best to offer you a good shopping experience. If by chance - for whatever reason - you are not entirely satisfied with the product you have purchased, you can return it - free of charge - from the UK and Ireland within 30 days after receipt.

You can use our Return your parcel service for the free return of the ordered products. Look below for conditions.

If you do not wish to make use of this free service offered by us, you are in principle responsible for the payment of the direct costs of returning the product, unless we have indicated in advance that you do not have to bear these costs. These regulations exist independently and they don't restrict the right to cancel.

How to use our Free 30 day Return and Exchange Service

Please follow the following steps to use our Free returns and Exchanges Service.

We remind you that using this service does not limit your legal right to cancel.

1. Return product(s) for a refund

2. Return product(s) for an exchange

3. Return product(s) for repair

4. Preclusions from right of withdrawal/returns

1. Return product(s) for a refund

In the UK and Ireland return products free of charge with Return Your Parcel within 30 days after purchase.

How does it work?
1. Log in at our orderservice page
2. Download the returns form*, and add the filled out form to your parcel. Please indicate you would like to be refunded.
3. Download the returns label and follow the instructions in the pdf
4. Take your parcel to your local post office or postal agency.

We kindly ask you to consider the following conditions with your return:

You have a cooling-off period of 30 days from the day you received the product.
Return the product within 14 days of your cancellation.
Download our return form* and your free return label (within 30 days of receipt) on the Orderservice page.
Please return watches and clocks in the original brand packaging (if reasonably possible).
All additional products delivered (including, for example, free gifts) must be returned. In the absence of an additional product, the full amount will not be refunded.
Appropriate labels must be intact (if reasonably possible).
Please include the guarantee certificate / booklet (if reasonably possible).

These conditions do not represent an obligation for effectively exercising the right to cancel

Processing time and refund

When a product has been returned for a refund, we will credit you the full amount (the initial shipping costs) as soon as possible and no later than 14 days. We will process refunds as soon as possible after you have indicated that you wish to return the product to us.
If we do not receive the return within 14 days after your report, the refund will be made at the moment that we have actually received the product back or at the time that you can prove to have actually sent the product to us.
Products returned via our Free Return Service are processed by an external e-commerce fulfillment company based in Weesp. This means that your returned product will be processed for refund in Rotterdam 1-2 working days after the date on your delivery receipt.
Refunds are made through the same payment method used for the settlement of the order. So: if you have paid with credit card, we will refund the amount to your credit card account.
In case Watch.nl/Holland Watch Group B.V. has made a mistake with your order, we will also reimburse any return costs.
If the product that has been returned to us is damaged, additional costs may be charged.

Please do not send your free return parcel directly to our offices in Rotterdam. This Free Return Service only applies to products sent with a free return label to our address in Weesp.

Free extra products

If your order came with a free of charge extra product, please do not forget to also return this product. If you do not return this product, the retail value will be deducted from your refund/exchange value.

*If you prefer, you can also use the standard Cancellation form as set out in part B of Schedule 3 of the Consumer Contracts Regulations.

2. Return product(s) for an exchange

In the UK and Ireland return products free of charge with Return Your Parcel within 30 days after purchase.

How does it work?

1. Log in at our orderservice page
2. Download the returns form*, and add the filled out form to your parcel. Please indicate which product you wish to receive in return. Or add a letter indicating which product you want to exchange the returned product for.

3. Download the returns label and follow the instructions in the pdf
4. Take your parcel to your local post office or postal agency.

We kindly ask you to consider the following conditions with your return:

You have a cooling-off period of 30 days from the day you received the product.
Return the product within 14 days of your cancellation.
Download our return form* and your free return label (within 30 days of receipt) on the Orderservice page.
Please return watches and clocks in the original brand packaging (if reasonably possible).
Appropriate labels must be intact (if reasonably possible).
Please include the guarantee certificate / booklet (if reasonably possible).

These conditions do not represent an obligation for effectively exercising the right to cancel

When the product is returned to us, we will ship the alternative product you have chosen as soon as possible. If this product is sold out, we will refund the full amount. If a returned product is damaged, extra charges may apply.

Processing Term

Products returned via our Free Returns Service are processed by an external e-commerce fulfilment agency located in Weesp, the Netherlands. This means your returned parcel will be processed for a refund at our office in 1-2 working days later than the date on your delivery confirmation.
Please do not send your free return parcel directly to our offices in Rotterdam. This Free Return Service only applies to products sent with a free return label to our address in Weesp.

Free extra products

*If you prefer, you can also use the standard Cancellation form as set out in part B of Schedule 3 of the Consumer Contracts Regulations.

3. Return product(s) for repair

a. Within the 30 day cooling off period
b. outside the 30 day cooling off period, but within the warranty

a. Within the 30 day withdrawel period

In case of repair under warranty, please add the warranty card to your broken watch. Repairs under warranty without a valid, stamped warranty card will not be processed!
In case of repair under warranty you don't need to return the watch in the original brand packaging. Holland Watch Group cannot guarantee you will receive the same box in return. Please make sure you pack the watch carefully, for example in bubble wrap.
Upon receipt of the returned product, our certified watchmaker will determine whether your complaint is under warranty and if so we will refund the shipping costs (only if the product was bought from us). More information about repairs under warranty can be found on this page.

For repairs under warranty within the 30 days free return period, please log on to our Order service page and follow the instructions.

b. outside the 30 day withdrawel period, but within the warranty

For repairs under warranty outside the 30 days return period, please include the completed return form with your return shipment to:

Holland Watch Group B.V.
Service department
Willebrordusstraat 14
3037 TR ROTTERDAM
Netherlands

Please ensure sufficient postage for the return shipment when you return the product after our 30 day return period. We advise you to send your parcel via standard registered mail.

Preclusions from right of withdrawal/ cancellation/ returns

The right to cancel does not apply to the following kind of contracts:
• Contracts for the supply of goods that are made to the consumer’s specifications or are clearly personalised.
• Contracts for the supply of goods which are liable to deteriorate or expire rapidly.
• Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
• Contracts for the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.
• Contracts for the supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery.

Frequently asked questions

I want to exchange my product. Is this possible?

Exchanging an item is easy. Please login to the order service page on the web site and follow the steps at the bottom right hand of the page.

How do I return a product?

Returning an item to HWG is easy. Please login to the order service page on the web site and follow the steps at the bottom right hand of the page.

Refund or exchange, what do I send back?

If you don’t like the product you have purchased and you would like to return it for a refund or exchange you need to return the complete product you have received, including the box, labels and all paperwork. Please include the completed returns form in your shipment. More information and the terms and conditions for returns and exchanges can be found here. The product must be unworn. Otherwise, you cannot return it for a refund.

When will my return be processed?

By Dutch law, we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within five working days. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes take up to seven business days.

When do I receive my refund?

By Dutch law, we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within five working days. After we have sent the payment order to our bank/payment service provider, the processing time is up to 72 hours before the refund is in your account. You can find more information on returns & refunds here. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes last up to seven working days.