Refund policy

Physical items bought from our online store

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please note that we cant offer a return on kits, for which the assembly process has been started or any component boxes have been opened. 

To start a return, please contact us at hello@watch-supply.co.uk. Once your return is accepted, we will share instructions on how and where to send your package. Please note that we cant offer a refund for shipping costs (which will be deducted from your refund) and that we do not offer free return shipping.

International customers: Please note that local VAT or customs duty paid to the shipping company can't be refunded by us and have to be requested directly with the shipping company. Any payments to them are not made through us and we have no influence about this process. 

Please note that any shipments for which delivery is refused after import, will still incur brokerage fees and taxes by the shipping company. We are required to pay this on your behalf to release the package and we are not able to refund this amount to you. 

Items sent back to us without first requesting a return will not be accepted. 

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and offer you a solution or replace any parts. 

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please note it can take a few days for your bank or credit card company to process and reflect the refund in your statements. 

 

Watchmaking Live Events - Cancellation and rebooking policy 

Please keep in mind that our live events require significant ressources for a limited numbers of guests as we have a limited number of benches available in our workshop. As a result, please note that we can only consider rebookings up to 2 weeks before the event in urgent cases. We can only offer one rescheduling per booking, afterwards changes are no longer possible. Cancellations of any booked benches is not possible. 

Please let us know as early as possible, if you think you will need to rebook. 

Any request after the 2 week notice will be treated as a no-show with no reimbursement or right of rescheduling. However, if you should miss your seminar or be unable to attend we can offer to send you a full watchmaking starter kit of choice (including a full tool set, instructions and components) to be assembled at home (components are subject to your booking category). 

If you have any questions on our policies, please get in touch via Hello@watch-supply.co.uk