Your rights to end the contract
Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
Ending the contract because of something we have done or are going to do.
If you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
( a ) we have told you about an upcoming change to the product or these terms which you do not agree to;
( b ) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
( c) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 7 days; or
( d ) you have a legal right to end the contract because of something we have done wrong.
Exercising your right to change your mind (Consumer Contracts Regulations 2013).
For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
How long do I have to change my mind?
In relation to the purchase of goods (jewellery and watches), you can cancel your order at any time between the time we confirm receipt of your order and the day which falls 14 days after the day you (or someone you nominate) receives the delivery of the goods. Please note that this right to cancel does not apply where either:
( a ) the products sold are personalised or bespoke to you (such as engraved items or unstocked rings which are ordered in to size); or
( b ) for health and hygiene reasons earrings / pierced jewellery cannot be returned
The procedures and terms set out above do not affect your right to reject faulty goods. Further information about your rights can be found at http://www.gov.uk/citizens-advice-customer-service.
Your right to return faulty goods
Customers who are in receipt of faulty goods have 30 days from receipt to return these goods.
If you change your mind after placing an order, you can cancel it at any time before we have sent our Dispatch Email to you. To cancel your order, you will need to give us your name and address details and description of the item ordered. Please contact us at firstname.lastname@example.org or telephone 01947 606090 between 10am and 5pm Monday to Saturday.
Emails will be acknowledged within 24 hours, Monday to Friday 9am – 5pm. Emails sent on a weekend will not be picked up until the following Monday.
If you wish to return goods you have a duty to keep them in your possession and to take reasonable care of them until you return them. Goods must be returned in their original condition, including immediate packaging with the delivery note, within the cooling off period.
How to return an item
There are two easy ways to return goods you have purchased. You can either return items to our store based in Whitby- North Yorkshire or return those items by post.
Return in store – what you need to do:
Place the items in their original presentation boxes. Take the items and sales invoice you received with your order to our store based in Whitby- North Yorkshire. Please note that for health and hygiene reasons earrings / pierced jewellery cannot be returned.
If a customer is returning an item to our store the item will be assessed. Once the item has been assessed by a member of staff an exchange will given or a refund will be processed via bank transfer or back onto the card if it was purchased instore.
Return by post – what you need to do:
If for any reason you are not happy with your purchase we will endeavour to give you a refund, we do not refund delivery fees on items sent or returned to us unless items are being returned due to a fault. Please note that for health and hygiene reasons earrings / pierced jewellery cannot be returned.
If you are returning a faulty item, Watches Of Whitby will refund the full postage amount shown on the parcel, back on to the credit/debit card if purchased instore or bank transfer if purchased online.
What you need to do:
- Place the items into their original presentation boxes and make sure the parcel is sealed securely in a tamper proof envelope. You should also place a copy of the sales invoice you received with your order into the parcel.
- We are not responsible for loss or damage of items when being returned.
- For refunds: once we have assessed the items, the money will be put back on to the credit/debit card if purchased instore or bank transfer if purchased online.
This returns policy does not affect your statutory rights.
Upon receiving payment we will post out your item via Royal Mail Special delivery.
We have a free delivery policy on all our orders.
We have full private insurance which means your parcel is safe with us. For card payments the watch has to be posted to the billing address. The only way we can post elsewhere is if the payment is made by bank transfer. If the payment is made via Bank transfer we will post out 2 working days after the payment hits our account
In the event that the item is returned to us (e.g. due to having provided the incorrect address, a faulty address, or not accepting the parcel at the address provided), we reserve the right to recharge for delivery. Returns and refunds citing the reasons above are not granted.
We only ship inside the United Kingdom.