We want you to buy with complete confidence. Below is how returns and refunds work, including your rights under UK and EU consumer law and the terms that apply to trade and international orders. Please read the section that applies to you.

 

  Consumers in the UK and EU: your right to cancel

If you are a consumer buying online from within the UK or EU, you have the right to cancel your order within 14 days of receiving your watch, for any reason. Let us know within that period, and you then have a further 14 days to return the watch to us. This right applies to standard stock purchases, including watches we source for you in their standard, unmodified condition, subject to the exceptions below.

 

  How to start a return

Email us at sales@jgwinbush.com with your order number within the 14-day cancellation period. We will confirm the return address and guide you through the process.

  

  Condition of returned watches

  For a full refund, returned watches must be in the same condition in which they were sent, unworn beyond what is

  reasonably necessary to inspect them, and complete with all original packaging, boxes, papers and any security tags

  still attached. We may reduce a refund to reflect any loss in value caused by handling beyond what is needed to

  examine the watch.

 

  Return shipping

For your security and ours, returns must be sent fully insured and tracked, using a service comparable to the one your watch arrived by. For change-of-mind returns, the cost of return shipping is the buyer's responsibility. We strongly recommend insuring the watch for its full value in transit.

 

  Your refund

Once we have received and inspected the returned watch, we will process your refund within 14 days, to your original payment method.

  

  Exceptions: when the change-of-mind right does not apply

The 14-day change-of-mind cancellation does not apply in the cases below. In every case, your rights in respect of faulty goods, or goods not as described, are unaffected.

  

Watches modified to your specification. Where you ask us to polish, refinish, service or otherwise modify a watch to your specific request, that work is carried out to your specification and alters the piece from its listed condition. Such watches are made to your specifications and are not eligible for the 14-day change-of-mind cancellation. We will always confirm this with you in writing before any work is carried out.

 

Trade and business buyers. Purchases by businesses, including other dealers and trade buyers, are not consumer sales, so the 14-day cooling-off right does not apply. Sourced and special-order pieces bought on a trade basis are final sale unless faulty or not as described.

 

Customers outside the UK and EU. If you are buying from outside the UK and EU, the statutory 14-day cooling-off right does not apply. Sourced, special-order and modified pieces are final sale unless faulty or not as described.

 

  Sourcing and deposits

When we source a specific watch to your request, we may take a deposit to confirm your commitment before we begin. Where the change-of-mind right applies to you as a UK or EU consumer, your deposit remains refundable within the cancellation period for a standard, unmodified piece. For trade buyers, international buyers, and for any piece modified to your specification, deposits and payments for sourced or special orders are non-refundable except where the watch is faulty or not as described.

 

  Faulty or not as described

Every watch is authenticated, inspected and honestly described before sale. In the unlikely event that a watch arrives faulty or not as described, contact us straight away. Your statutory rights apply in full, and we will put it right, including covering return shipping in these cases.

 

  Here to help

  If you have any questions before or after purchase, contact us at sales@jgwinbush.com and we will be glad to help.