In short, we will do everything we can to ensure who are satisfied with your purchase, customer satisfaction is the heart of our business. Just contact us.
You will be dealing directly with me, Michael, the business owner. Please email me at [email protected]
We have to set out a detailed returns policy on our website to comply with UK law.
Your rights to return goods bought from ANY Internet shop are protected by The Consumer Protection (Distance Selling) Regulations 2000, which can be found at: hmso.gov.uk/si/si2000/20002334.htm
I see many sites operating outside of these regulations, with little clarity or protection for the buyer.
Unfortunately unscrupulous characters do exist, we ask them not to abuse our returns policy. To put things bluntly we will easily identify a "different" returned item to the one which was sent to you. We have several layers of evidential fail safe security in place to identify our own items. Any attempt to defraud us will be passed to the authorities.
Before returning any goods you must contact us first. We understand that occasionally customers wish to return items and we are happy to meet our obligations to refund according to our policy below:
In all cases you must contact us within 14 days of receiving the item, please email [email protected] in the first instance.
Provide the reason for return and the item description.
You will then be supplied with returns instructions and the return delivery address. The address will be a Worcestershire address but please remember this will not be our registered office address ( packages are not accepted at this address).
When refunded you can expect a refund in the same form of payment originally used for purchase within a few working days of our receiving your return.
Wrongly described or Incorrect item - 14 days from delivery
If you believe the item has been misrepresented or somehow we sent you a different item to the one you selected and paid for then please e-mail me at [email protected] within 14 days of receipt of the goods. It is important you provide a description of the item you received and the item reference number on the receipt/order confirmation email.
You will be given a return address and instructions and in most cases we will arrange the return shipping service, please send back the item and we will issue a full refund for the price you paid including the original shipping fee. Refunded amounts are strictly limited to the original amount paid (inc shipping) and where applicable the return postage if we agreed that you will arrange that yourself. Please see "Exceptions" below.
Change of mind - 14 days from delivery
If the goods have been delivered and you decide you do not want to keep them, you MUST inform us of your intention to return them to us within 14 days of receipt of the goods by e-mail to [email protected], you will need to give the item reference number or description. The item reference number will be listed on your receipt/order confirmation email.
The item must be returned and packaged with due care and using the same or equivalent packaging materials and methods as it was supplied to you. The cost and method of returning the goods to us must be arranged by you and you will be responsible for the goods until delivered, so it is important to correctly insure the delivery to cover the value of the returned item. The item must be recived within 7 days from the date of the arranged return, undamaged, in its original condition and packaging. Any items returned which fail to comply with the above may affect our ability to issue a full refund. Please see "Exceptions" below.
We will refund the cost of the item less our initial delivery costs. Despite an item being listed as "including delivery" or terms such as "free delivery" we do bear a cost of postage and packing materials, courier and other delivery charges to send an item. If you are returning item(s) due to change of mind under the distance selling rules, then the refund will be the price paid minus our original cost to post the item to you. We will inform you of these costs. We do not charge a restocking fee.
We take every possible precaution to prevent damage in transit and go beyond the packaging requirements for all our items. We personally package and check thoroughly before final dispatch takes place. However we have little control during transit other than the prior selection of reputable postage and courier services.
If your item(s) have been damaged in transit, you can return the item(s) within 14 days of receipt for a refund providing you notify us of such damage within 7 days of receipt of the goods. Please e-mail [email protected], quoting your order number for a returns authorisation code and returns delivery address details.
We will need to pass details of the damage to the courier company or royal mail. You will need to provide a statement confirming the damage and keep a photograph of the damaged package or item. This information will need to be passed to the courier company.
Extended 30 day UK Warranty/Return Policy for Watches and Clocks
When we sell mechanical watches and clocks as working functioning time pieces (rather than simply an antique or collectable object) once delivered safely we provide an extended 30 day return policy in order to give you enough time to satisfy yourself they are working as they should be and against mechanical failure for these movements. The clocks or watches will also need a few days to settle following transit.
Items are sent with insurance against loss or damage by the way of inappropriate transit or packaging. However, antique movements are fragile and can easily be damaged due to mishandling or dropping. Following safe arrival we do not include damage to balance assembly, jewels and hairspring within our extended 30 day period. We also do not accept returns where there has been physical damage or the movement has been interfered with, altered or taken apart. Obviously, if your clock or watch arrives damaged following transit these exclusions are irrelevant but you must notify us immediately within 24hours of receiving the clock or watch if this is the case.
If we have sourced an item for you on request or provided any personalized service regarding the item (alterations, cleaning, refurbishment) or provided personalized bespoke delivery services.