Refund policy

Refund & Returns Policy

Consumer orders (private clients)

You have the right to cancel your order within 14 days of receiving your item, without giving a reason — your statutory cooling-off period under the Consumer Contracts Regulations 2013.

To cancel, email houseoftimeuk@gmail.com within 14 days of delivery, stating your order number. You then have a further 14 days to send the item back to us.

Returning your item

 
• The watch or jewellery must be returned complete, in its original packaging, with all boxes, papers, warranty cards and accessories included.
 
• As we cover the cost of return postage, please contact houseoftimeuk@gmail.com before sending anything back, so we can arrange a fully insured, tracked, signature-required collection or provide a prepaid returns label. Please don't send an item back using your own arrangement without agreeing this with us first, as we can only guarantee cover for returns arranged through us.

Items excluded from the right to cancel

In line with the Consumer Contracts Regulations 2013, watches or jewellery made, personalised or engraved to your specification are exempt from the 14-day right to cancel.

Deductions from your refund

You may examine an item as you would in a shop — try it on, check it over — but not use it. If a returned item shows more handling than that, we may deduct an amount from your refund to reflect the reduction in its value. This can include protective stickers, factory film or security tags that have been removed; signs of wear beyond trying the piece on; or missing box, papers or accessories. We'll always explain the reason and the amount before finalising your refund.

Refund timing and method

Once we receive the returned item (or evidence you've sent it), we'll refund you within 14 days, using your original payment method, less any deduction described above.

Faulty or misdescribed items

Separately from your right to cancel, if an item is faulty, not as described, or develops a fault, your rights under the Consumer Rights Act 2015 apply in full and are not affected by anything above. In summary: you can usually reject a faulty item for a full refund within 30 days of receipt; after that, we'll offer a repair or replacement, and a refund if that isn't possible.

12-month House of Time warranty

Every watch we sell — new, pre-owned or vintage — carries a 12-month House of Time warranty against mechanical faults, on top of any manufacturer warranty still running. This warranty does not cover: water damage where the watch isn't rated for it, misuse, unauthorised third-party repair or servicing, batteries, straps, and normal wear and tear.

To claim, email houseoftimeuk@gmail.com with your order number and a description of the fault; we'll advise on next steps, which may include an insured return to us for inspection.

High-value items

Given the value of what we sell, all returns must be sent using an insured, tracked, signature-required service. We reserve the right to check a returned item's authenticity and condition against the photographs and condition report we take before dispatch, before completing a refund.

Trade customers

This policy covers consumer (private client) orders only. Trade purchases are covered by our separate Trade Terms and are not subject to the consumer cancellation rights described above.

This policy does not affect your other statutory rights.