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 from the UK and Ireland within 30 days after receipt.

 

How to use our 30-day Return and Exchange Service

Please follow the following steps to use our 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

How to return a product for a refund:

 

1. Log in at our order service page

2. Download the returns form* and add the filled-out form to your parcel. Please indicate you would like to be refunded.

3. Please, return the product to the following delivery address in Rotterdam:

 

Holland Watch Group B.V.

Willebrordusstraat 14-16

3037TR Rotterdam

The Netherlands

 

4. 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 (within 30 days of receipt) on the order service 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 (without 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.

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.co.uk/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.

 

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

How to exchange a product:

 

1. Log in at our order service 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. Please, return the product to the following delivery address in Rotterdam:

 

Holland Watch Group B.V.

Willebrordusstraat 14-16

3037TR Rotterdam

The Netherlands

 

4. 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* (within 30 days of receipt) on the Order service 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

Once the return parcel is delivered to our warehouse, we will strive to process it as soon as possible. An exchange order will be created, and you will be informed via email when the exchange process is completed.

In case you would like to make an exchange with a more expensive product, we will forward you a payment-link via email in order to take care of the difference in price. If the exchanged product is cheaper than the one you initially ordered, we will refund the price difference as soon as possible and no later than 14 days.

The shipping cost for the new (exchange order) shipment will be covered by Watch.co.uk.

 

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.

 

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 withdrawal 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 do not 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). The shipping cost for the new shipment will be covered by Watch.co.uk.

 

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 withdrawal 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 14-16

3037TR Rotterdam

The 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.

 

4. 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 personalized.

• 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

 

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.