Your rights, our criteria, and how to make a return.
Surrey Timepieces Ltd is a VAT registered business, operating from a showroom based in Woking, Surrey and online, distributing luxury timepieces and providing watch repair and polishing services to customers. We use the terms "you", "your", "customer" and "user" to refer to the person reading this policy, and "Surrey Timepieces", "we" and "our" to refer to ourselves.
Here at Surrey Timepieces we do our utmost to offer you a great shopping experience. If for any reason you are not satisfied with the product you have purchased, please get in contact with us as soon as possible and we will do our best to resolve the issue promptly.
If you are a consumer buying online or otherwise at a distance, you have the right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days of receiving the watch, without giving a reason. To cancel, contact us at support@surreytimepieces.co.uk. You must return the watch to us in the condition in which it was received, complete with all packaging, boxes, manuals, swing tags, warranty cards and any other items originally supplied. This does not apply to purchases made in person at our showroom.
Surrey Timepieces offers returns, refunds and exchanges for any of its products which meet one or more of the following criteria:
If your order falls under one or more of the reasons above, please get in contact with us promptly. We will resolve the problem by issuing a refund (up to 100%), an exchange or a return. Please get in contact within 14 days of the purchase date. Issues raised outside this period may not be prioritised.
Customers should expect a return, refund or exchange within 10 business days of us receiving the item at the returns address, or within 10 business days of our reply to your message where the product does not need to be returned.
When returning your item, please send it with tracked and insured shipping to guarantee the safety of the product. We are not responsible for items until they have arrived at the returns address. All items must be sent in the original packaging with everything included that was sent to you.
In some cases we can accept a return even where your reason does not fall under the criteria above. In this case we charge a 10% restocking fee, capped at £200. This fee covers costs already incurred, such as postage, depreciation and payment processing fees.
Deposits paid to reserve a watch are non-refundable. A deposit reserves the watch for up to 14 days and is deducted from the purchase price when the balance is paid.
Email: support@surreytimepieces.co.uk
Phone: 07762 148766
Surrey Timepieces Ltd, Lansbury Business Estate, Woking, Surrey, GU21 2EP. Company No. 15939447. VAT No. 493307675. Questions about any of these policies? Email support@surreytimepieces.co.uk or call 07762 148766.
