Customer service

Return Policy

30 Day Returns Policy

Extended Christmas Returns

We know that some people like to be prepared, so we like to be just as prepared for you, as such, for anybody that is buying any items from 26th October 2016 to 23rd December 2016 as a Christmas present for a loved one, will have until the 31st January 2016 to return it using our Returns Procedure marked out below. Merry Christmas! Over the busy Christmas Period, we receive a much higher number of returns for exchanges, so please allow up to 10 working days for your refund to be processed, although we aim to complete them much quicker!

Please send all returns to the following address:

PO Box 6906, Brierley Hill, DY5 9DX, GB.

Returns & Refund

If for any reason you are unhappy with your purchase, or it does not meet your requirements, you can return it to us in its original condition and packaging within 30 days of the date you received it and we will issue an exchange or a full refund for the price you paid for the item (see our refunds and exchanges policies). Unless faulty we cannot accept the return of products that have been worn, personalised or adjusted.

Items must be returned within 30 days of receipt. If items are returned after this time we are within our rights to refuse a refund but may be willing to offer an exchange, subject to it being in pristine condition.

Please note that items purchased via cashback websites may be returned within the same 30 day period, but cashback will not be paid on these orders.

In the unlikely event that you receive a product that is defective, has been damaged in transit, or is not the one you ordered then you can return it to us for exchange or a full refund within 30 days of receiving it. Under these circumstances we will also refund you the cost incurred returning the item to us. If you are returning a product to us because it is incorrect, we will only refund your postage costs if the item is wrong through an error on our part and not if the product was wrongly ordered by yourself.

This returns policy does not affect your statutory rights.

Please send all returns to the following address:

PO Box 6906, Brierley Hill, DY5 9DX, GB.

Our Refunds Policy

When we receive a product returned to us for refund and are satisfied with its condition and the reason for return, we will process a refund for the full amount that was paid for the item in the same form of payment, and account, originally used for the purchase. If you have not received your refund within 7 working days of us receiving your product, then please contact us at sales@houseofwatches.co.uk for assistance. If we have agreed to refund the postal cost incurred returning a product to us, this will be done in the form of a cheque.

If you return an exchanged item for a refund then we reserve the right to charge an administration fee of 10.00 to cover our extra postage costs.

This refunds policy does not affect your statutory rights.

Our Exchange Policy

We will happily exchange your item as long as it is returned in pristine condition and satisfies the criteria for returning an item as outlined above.

In the covering note accompanying your return, we would ask you to include details of which item you would like to exchange it for and also your contact details so we can contact you if necessary.

If there is any extra charge to pay, we will contact you so that payment can be made over the phone.

If there is a partial refund due then this will be credited back onto the card used for the original transaction. If you are exchanging for an item of lower value then we reserve the right to add an administration and postal fee to the price of the replacement item. If this is the case, we shall contact you to inform you of this.

This exchange policy does not affect your statutory rights.

Faulty Items

In the unlikely event that your product develops a fault within a short and reasonable period from receipt then you can return it to us and, if we find it to be faulty we shall exchange it for you. If however, the fault is due to excessive wear or accidental damage you will not be eligible for an exchange. If it is found to be faulty we shall also refund your postal expenses in the form of a cheque. Please note we cannot make any concrete promises to exchange an item, or issue a postal refund until we have seen and assessed the item.