Returns, Cancellations & Refunds
This policy applies to purchases made through kingsandqueenswatches.com. It sits alongside our Customer Terms and Conditions. Nothing here affects your statutory rights.
14-day returns
If a watch is not right for you, you may return it for a full refund within 14 days of receiving it. You do not need to give a reason.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day you, or someone you nominate, receives the watch to tell us you are cancelling, and a further 14 days to return it.
To start a return, contact us before the 14 days expire:
- Telephone: +44 (0)7888 888835
- Email: contact@kingsandqueenswatches.com
Condition of returned watches
You are entitled to examine a watch as you would in a showroom. You may be liable for any reduction in value caused by handling beyond that. For a full refund the watch must be returned:
- unworn beyond reasonable examination, with no scratches, sizing marks or damage not present at dispatch
- complete with everything supplied — box, papers, tags, spare links, warranty documents and accessories
- with any factory seals, stickers and protective films intact where present on delivery
Where a watch has been sized, adjusted or engraved at your request, we will refund the value of the watch less the cost of restoring it to its original condition.
Returning the watch to us
Please do not post a watch to us without contacting us first. We will arrange a fully insured, signed-for return at our cost, in the same way we ship to you, and confirm the correct method and address when you notify us.
You are welcome to return a watch in person to our Hatton Garden showroom by appointment.
Refunds
Once we have received the watch and confirmed its condition, we will refund you within 14 days, to the original payment method. We may withhold a refund until the watch has been received and inspected. If a deduction applies because the watch has been returned in a reduced condition, we will tell you the amount and the reason before refunding.
Reservation deposits
A £100 deposit reserves a watch for 3 working days for viewing at our showroom. This deposit is non-refundable, but at your request it may be applied as store credit towards another item. Reserved watches remain on our premises and are not released or shipped until full payment has been received.
Faulty or misdescribed watches
Every watch is inspected, authenticated and tested before dispatch, and comes with our 12-month warranty covering movement issues caused by manufacturing defects. The warranty applies to the original purchaser and requires a valid copy of the invoice. Brand-new watches are covered by the original manufacturer’s warranty instead.
If a watch arrives faulty, damaged in transit, or materially different from its description, contact us immediately. Under the Consumer Rights Act 2015 you may be entitled to a repair, replacement or refund, and we will cover carriage both ways.
Mechanical watches keep time within manufacturer tolerances rather than perfectly; normal variation within those tolerances is not a fault.
Exclusions
The statutory right to cancel does not apply to watches made to your specification or clearly personalised, nor to business or trade purchases. Where a watch is bought through a third-party marketplace such as eBay or Chrono24, that platform’s own policies apply.
Contact
Kings & Queens Watches, operated by K&Q Watches London Ltd.
Telephone: +44 (0)7888 888835
