UK Returns Policy
A personal note
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.
Please email me using the form on the contact page.
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. We do our upmost to ensure that every customer is treated fairly within legal guidelines. Customers unhappy with goods received will receive full refunds on return of relevant items to us in the same condition as which were received.
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For items shipped outside the United Kingdom please now continue to our International Returns Policy
General
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:
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In all cases you must contact us within 30 days of receiving the item, please email via the contact page in the first instance.
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Provide the reason for return and the item description.
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You will then be supplied with returns instructions and the return delivery address. The address will be an Arbroath address but please remember this will not be our registered office address ( packages are not accepted at this address).
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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 - 30 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 within 30 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.
Damaged item
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 30 days of receipt for a refund providing you notify us of such damage within 7 days of receipt of the goods. Please e-mail me 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.
Items are sent with insurance against loss or damage by the way of inappropriate transit or packaging. However, antique movements are fragile and can 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 item has been altered or taken apart. Obviously, if your item arrives damaged following transit these exclusions are irrelevant but you must notify us immediately within 7 days of receiving the item.
Exceptions
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.
PAYMENT METHODS
- Credit / Debit Cards
- PAYPAL
- Offline Payments