Sometimes what you’ve got isn’t quite what you were looking for. Don’t worry, we understand. What you’ve got may be too big or too small or just not you at all. We want you to be happy with your purchase.
If you’d like to talk to us about what to choose instead of the piece you received you can email us at email@example.com, call us on (07) 5447 4643 or simply click on the contact form.
Sending your watch back
When you return your item, all we ask is that any products are returned within 5 working days, in their original state (no band changes or alterations to the way the goods were delivered to you), contained in their original packaging with original documentation and looked after as carefully as when we send them out to you (see T&Cs). Please note: watches cannot be returned if they have been worn or altered in any way, this includes the removal or change-out of bands/bracelets.
Once you’ve ticked all those boxes, just send the watch back to us and we’ll do the rest. We recommend that you return items using a recorded/trackable service that covers the value of the item. That way, if anything happens to your return while it’s on its way to us, you’ll be covered.
Ownership of goods
Legal title of goods shall remain with Define Watches (the Company) until such time the Company receives payment in full of all sums due in respect of goods supplied.
Goods reserved with a deposit will be held for a period of up to four weeks from invoice date unless a specific-term lay-by is in place or other arrangements are agreed by us prior to deposit. Reservation deposits and holding payment are non transferable and non-refundable.
Faulty items, returns and exchanges
Faulty items should be reported to us within 24 hours of receipt so we can sort the situation out quickly. Follow the return shipping method advised and we will manage the rest.
Exchanges: If you are returning your watch to exchange it for another model/item we are happy to guide you in the right direction so you get something you love.
Refunds: If you really, really don’t like your purchase and it’s a you’re after we’ll get this done quickly, once we receive your return. We’d love to hear from you again very soon though. As we are getting new models all the time, we’re sure we’ll have something perfect for you in the future.
Please note, unless your item is faulty, you will be liable for any delivery costs associated with your return/exchange.
Special order cancellations and refunds
If an item is a special order or has been customised or personalised in anyway, it is not eligible for cancellation or return and all sales are final. Any deposits or amounts paid are non-refundable. Watches from watchmakers like Armin Strom, Benzinger, Jaeger & Benzinger, Grieb & Benzinger, Cornehl, Dornblueth & Sohn, Hentschel, Kudoke, Lang & Heyne, Lehmann and Moritz Grossmann are made to order and fall into this category. Please refer to our T&Cs for further information.