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Shipping, Returns and Refunds

Shipping

  • Orders placed before 1pm (UK time) will be dispatched the same (working) day and normally delivered next working day.

  • Orders are dispatched, to the delivery address you provide at checkout, using the Royal Mail Tracked24 service. ​​

       Dispatch and delivery estimates are indicative and not guaranteed.​

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​Cancellation Right

  • Watch orders and subscription services can be cancelled at any time, by following the Returns process below.

  • If the Watch or accessories are faulty we will offer:

    • For watch orders in the 30 day trial period: a full refund of the watch order (subject to damage, wear and tear exclusions)

    • For watch orders in the warranty period: a replacement of any defective items will be provided at no extra charge

    • For watches in the 30 day trial period: we can provide our alternative SOS Watch for evaluation, at no extra charge.
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Returns

  • Contact customer services or your Companion Advisor, to discuss your return and receive returns instructions. Contact options:

  • Postage and packaging will be at your own cost and risk, so we recommend a tracked delivery service.​​​

 

Watch Refunds​

  • Refunds (or partial refunds) will be processed after returned items are inspected and meet our condition requirements

    • ​For watches returned in the 30 day trial period: the full purchase price will be refunded to the original payment method. The Watch and accessories must be returned in the same condition they were dispatched. If the Watch is returned in a condition that reduces its resale value (for example: watch scratches or damage, visible strap use, missing or damaged accessories and packaging) we reserve the right to reduce the refund to account for diminished value, repairs or replacement parts

    • For watches returned after the first 30 days: we offer a free watch decommissioning and recycling service. We also make a refund payment based on the condition of the returned watch and accessories

  • Refunds are normally processed within 5 business days of receipt and the funds may take up to 10 days to appear on your statement.

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Subscription Refunds

  • The monthly subscription service is a separate digital purchase

  • It begins when a watch order is placed, and can be cancelled at any time, however partial monthly refunds are not available 

  • Watches returned in the 30 day trial period, due to not being fit for purpose, qualify for the trial period subscription charge refund.

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