RETURNS POLICY
- Purchases made in store can be exchanged but not refunded when returned within 14 days of purchase in unused condition. If no exchange can be made on the day a credit note will be issued for the original purchase price. Please refer to clause 13(m). This does not affect your usual consumer rights.
- Purchases made online may only be exchanged or refunded within 14 days of purchase if they are in an unused condition. Goods purchased online will come with a tamper-proof returns sticker which allows for the Goods to be tried on and examined for any faults. Returns will not be accepted if this sticker has been damaged or removed so please examine the Goods thoroughly to ensure you are completely satisfied with the product before removing this.
- In the event that Goods are returned to you following a refused sale, packaging and insurance will be your responsibility. Local Kettle Brothers UK relinquishes all responsibility for the safe delivery of Goods in this instance. You shall send the goods back or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
- Return postage, packaging and insurance will be your responsibility and you must follow our reasonable instructions. We recommend you use a tracked mail system and retain proof of postage. You must insure the Goods to their full value. You must ensure that you pack the Goods appropriately to prevent damage during transit.
- You must return any Goods that are Faulty (including Paperwork, links, user manual, service papers and box as applicable) promptly and within 14 days of advising us of the relevant Faulty Good.
- If your Goods are Faulty on delivery and you are based within the UK, we will refund your reasonably incurred return postage costs provided you comply with our reasonable return instructions and you provide us with a copy receipt.
- If your Goods are Faulty on delivery and you are based outside the UK, we will refund your reasonably incurred return postage costs to a maximum of £12 (although this may be reviewed on a case by case basis) provided you comply with our reasonable return instructions and you provide us with a copy receipt.
- If you are sending your watch in for a service at Time Services and are based within the UK, we will return your watch to you once the work is completed by Royal Mail’s Special Delivery™️ and postage will be at your cost (£12.00 unless advised differently). If you are based outside of the UK, a courier will be selected at our discretion and postage and insurance costs will be payable by you.
- If we receive a watch for service work that is quoted but not proceeded, then a return postage cost of £12.00 will apply if you are based in the UK (unless the decision not to proceed with the work is ours, in which case no return postage charge will apply). If you are based outside of the UK, a courier will be selected at our discretion and postage and insurance costs will be payable by you.
- If you are based in the UK and have a valid claim against your warranty, we will provide you with a pre-paid envelope to return your watch to us and we will not make a charge for the postage and packaging costs of returning the watch to you (unless the work involves battery replacement and/or link addition or removal only, which in any event is not covered under warranty). We will charge for postage, packaging, insurance and all other taxes, fees and charges applied by customs incurred for work carried out under warranty if you are based outside of the UK. In all cases, you remain responsible for ensuring that you pack your watch appropriately to prevent damage during transit.
- If you are based outside of the UK, you may also have to pay import/export duty or other taxes, fees and charges applied by customs or other authorities for work carried out on your watch, particularly if you do not correctly complete the relevant declarations (if based outside the EU, ordinarily you should mark the watch as a ‘return for repair’). You must comply with all laws and regulations of your country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. If you are unsure about whether these charges might apply to your order, you should contact your local tax or customs office for further information. PART-EXCHANGES
- For details of how the contract is made and the terms and conditions applicable for a part exchange with us, please see “Our Contract With You” above.
- A part-exchange allowance will be agreed between us in writing, which will be used as part payment towards your purchase order. If an order is cancelled in which a part-exchange is involved, whether with us or with our Purchasing Agent, we may at our sole discretion offer either a return of your watch or payment of the part exchange allowance.
- In the event that we discover that the watch you are selling us in part-exchange either for another watch from us, or for a new watch from our Purchasing Agent, is counterfeit, lost, stolen or damaged or is not fully owned by you or any other undertaking provided by you under “Your Undertakings” or any other of your contractual obligations is breached, we and/or our Purchasing Agent have the option to rescind either or both contracts and, if we and/or our Purchasing Agent choose to exercise this right, we will notify you by telephone and/or by e-mail as soon as possible upon discovery by us. In this case, you must refund us all sums paid by us to you, or where relevant pay the full amount credited to you, within 7 days of receipt of notice from us. If we have already dispatched the watch you sought to purchase from us, you will further need to either return this watch to us or pay us the full purchase price for this watch.
· Where your part exchange allowance exceeds the purchase price of the watch you are agreeing to buy from us, we will issue you with the appropriate credit by bank transfer, subject to our usual terms and conditions relating to payments. Where your part exchange allowance is less than the purchase price of the watch you are agreeing to buy, you will need to pay the outstanding balance by bank transfer or such other method as agreed by both parties.
Contact Us
If you have any questions or comments about these Terms of Website Use, or matters generally, please contact us at the address provided below