Returns Policy
At Watches of Sussex, we are committed to ensuring our customers are entirely satisfied with their purchases. If you find that you need to return a product, please review our return policy below for guidance.
Returns Period
Given the high value and luxury nature of our items, returns are generally not accepted to protect item integrity. In exceptional circumstances only, you may request consideration within 7 days of receipt, with each case individually reviewed and approved at our discretion. Requests beyond this period cannot be accepted.
Conditions for Returns
To qualify for a return, the following conditions must be met:
- Customer Responsibility: You are responsible for returning the item in its original, unworn condition, exactly as received. The watch and all accessories must show no signs of wear, damage, or alteration.
- Deliberate Destruction: Any deliberate destruction or intentional damage to the watch will forfeit any right to a refund.
- Photographic Verification: Extensive photographs are taken of every item before dispatch. Upon return, these images will be cross-referenced with the returned item. Any discrepancies, signs of wear, or damage may result in charges being applied or your refund being declined.
- Packaging: The watch must be returned in its original packaging, including the watch box, instruction manual, authenticity card, and any other accompanying materials.
- Proof of Purchase: A valid proof of purchase is mandatory. This can be a receipt, order confirmation, or another form of purchase verification.
- Condition of the Item: The watch must be returned in its original, unworn condition with no signs of wear, damage, or alteration. Any returned item showing signs of use or tampering will not be accepted.
- Packaging: The watch must be returned in its original packaging, including the watch box, instruction manual, authenticity card, and any other accompanying materials.
- Proof of Purchase: A valid proof of purchase is mandatory. This can be a receipt, order confirmation, or another form of purchase verification.
Faulty or Damaged Items
If you receive a faulty or damaged item, please notify us within 12 Hours of receiving your order. Watches of Sussex will arrange for a replacement or repair at no additional cost. To process claims for faulty items, photographic evidence and an inspection of the product may be required.
Restocking Fee and Faulty Items
A restocking fee, typically 10% of the purchase price, will be applied to returned items, except in cases where the item is deemed beyond repair or is found to be faulty by the manufacturer.
Return Instructions
To initiate a return:
- Contact our customer service team via email or telephone.
- Provide your order details and a description of the reason for the return.
- Once your return request is approved, you will receive return instructions, including the address for returns.
Please ensure the package is securely wrapped to prevent damage during transit. The purchaser is fully responsible for insuring the watch and ensuring its safe return to Watches of Sussex; failure to do so may forfeit eligibility for a refund. We recommend using a recorded delivery or courier service with appropriate insurance cover, as Watches of Sussex cannot be held liable for loss or damage during return shipping.
For added security, we strongly recommend that purchasers take clear photographs of the package before posting and digitally record the unboxing of their item upon arrival. This documentation will help validate any claims submitted regarding the condition of the watch.
Refunds
No refunds will be issued to the original payment method. Credit notes will be processed to the original customer account within 14 business days of receiving and inspecting the returned item. Please note that shipping fees are non-refundable unless the return is due to an error on our part or a defective product.
Final Note
Watches of Sussex reserves the right to amend this policy at any time without prior notice. Your statutory rights remain unaffected.
For further assistance, please contact our customer support team. We aim to make your shopping experience as smooth and satisfactory as possible.
At Watches of Sussex, your satisfaction is our mission. Should you have inquiries or require further assistance with the returns process, our customer service team is here to help. Thank you for entrusting us with your timepiece selection.