Last updated: 31 August 2026

We want you to be confident when ordering from Watch Enclave. Eligible UK online orders may be returned free of charge under our voluntary 30-Day Free Returns Policy, subject to the conditions below. This policy is in addition to, and does not limit, your statutory rights.

Key return information

• 30 days to notify us: For an eligible change-of-mind return under our voluntary policy, tell us within 30 calendar days of delivery.
• Free eligible UK return: We provide one prepaid, tracked Royal Mail return method.
• Return deadline: Send the goods back without undue delay and no later than 14 calendar days after telling us that you wish to return them.
• Refund method: Approved refunds are made to the original payment method.

Condition required for a full refund under our voluntary 30-day policy

To receive a full refund under our voluntary 30-Day Free Returns Policy, the returned product must be the same item that we supplied and must meet all of the following conditions:

• It is unused, unworn and in brand-new, resaleable condition.
• All original factory- or supplier-applied protective films, stickers, seals and tags remain attached, intact and undisturbed.
• There are no scratches, marks, dents, dirt, odours or other signs of wear or use.
• The bracelet, strap, clasp and buckle have not been resized, altered or damaged.
• All original boxes, sleeves, tags, manuals, warranty cards, certificates, spare links, accessories and supplied promotional gifts are included and undamaged.
• The watch has not been registered, and the product has not been activated or permanently linked to a manufacturer or customer account.
• All serial, reference and product labels remain intact and match our dispatch records.
• The presentation box is protected inside a separate, secure outer shipping carton.

Items not eligible under our voluntary 30-day policy

Outside the statutory cancellation period, we may refuse a change-of-mind return under our voluntary policy if any of the following applies:

• Any protective film, sticker, seal or tag has been removed, lifted, cut, repositioned, reapplied, damaged or lost.
• The watch has been worn outdoors or used for normal day-to-day wear.
• Bracelet links have been removed or added, or the bracelet or strap has been resized by the customer, a jeweller or another third party.
• A leather strap is creased, marked, stretched or fastened in a way that leaves signs of wear.
• The watch has been engraved, altered, polished, opened, repaired or serviced.
• A smart device has been activated, paired or registered and cannot be fully reset to its original condition.
• Packaging, paperwork, accessories, spare links or promotional gifts are missing or damaged.
• The returned product is different, substituted, incomplete, tampered with or has a serial number that does not match the order.

Protective films and inspecting the watch

To qualify for a full refund under our voluntary 30-Day Free Returns Policy, every original protective film, sticker and seal present on delivery must remain attached, intact and undisturbed. This includes protection applied to the crystal, case, case back, bezel, crown, clasp, buckle, bracelet and any other part of the watch.

You may visually inspect the watch and carefully place it on your wrist indoors for only as long as reasonably necessary to assess its appearance and fit, as you would in a physical shop. Keep every protective film, sticker, seal and tag attached. Do not wear the watch for normal use, remove or disturb its films, resize the bracelet, tightly fasten or crease a leather strap, expose it to water, or allow it to come into contact with cosmetics, perfume or cleaning products.

Outside the statutory cancellation period, removing or disturbing any original protective film, sticker, seal or tag makes the item ineligible under our voluntary 30-day change-of-mind policy. During a valid statutory cancellation period, any refund deduction will be limited to the actual reduction in value caused by handling beyond what is reasonably necessary, as permitted by law.

Our voluntary 30-Day Free Returns Policy

For eligible UK online orders, you may notify us of a change-of-mind return within 30 calendar days beginning on the delivery date. This voluntary policy extends beyond the minimum statutory cancellation period and is conditional on the product meeting the full-refund conditions stated above.

You must send the goods back without undue delay and no later than 14 calendar days after notifying us of the return. We provide one prepaid, tracked Royal Mail return method for an eligible UK return. Free return shipping does not cover an alternative courier chosen by the customer, collection upgrades, packaging costs or international returns unless we agree otherwise in writing.

Your legal 14-day right to cancel an online order

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, an eligible UK consumer may cancel an online purchase without giving a reason by making a clear statement to us within 14 calendar days beginning on the day after the goods are received. The consumer then has a further 14 calendar days to return the goods.

During this period, you may handle the watch only to the extent reasonably necessary to establish its nature, characteristics and functioning, as you would be allowed to do in a physical shop. Removing protective films, resizing the bracelet, wearing the watch for normal use or otherwise altering it may constitute handling beyond what is reasonably necessary.

If excessive handling has reduced the value of the watch, we may make a reasonable deduction from the refund to reflect the actual loss in value, as permitted by law. The deduction may be significant if the product can no longer be sold as new. We do not charge a fixed restocking fee. Nothing in this policy excludes or restricts a statutory right that cannot lawfully be excluded or restricted.

How to start a return

1. Contact us at info@watchenclave.co.uk or by WhatsApp on +44 20 4542 7692. Include your name, order number and the item you wish to return. A reason is helpful but is not required for a valid statutory cancellation.
2. Wait for our return instructions and prepaid Royal Mail QR code or label. The QR code can be presented at a participating Post Office branch so that the return label can be printed.
3. Place the complete product and everything supplied with it in the original presentation packaging. Put the presentation packaging inside a strong outer shipping box with suitable cushioning. Never attach tape or a courier label directly to the watch box.
4. Cover or remove any old delivery labels, attach the new return label and obtain proof of postage. Keep the receipt and tracking number until the return and refund are complete.
5. Do not send goods to our registered office or to an address that we have not approved. An unauthorised return may be delayed, misdirected or incur costs that are not refundable.

A clear cancellation statement made within the statutory cancellation period is sufficient to exercise the legal right to cancel. Contacting us before posting allows us to record the return and provide the correct tracked label and return address.

Return inspection

All returns are inspected and may be photographed or recorded on arrival. We check the model, serial number, protective films, bracelet or strap, packaging, documentation and accessories against our dispatch records.

• Full-refund conditions met: We will issue the refund to the original payment method.
• Excessive handling during a valid statutory cancellation period: We may make a lawful deduction reflecting the actual reduction in value.
• Voluntary conditions not met and statutory cancellation period expired: We may refuse the return and make the item available to be sent back to you. Reasonable redelivery costs may be payable.
• Incorrect, substituted, incomplete or serial-mismatched product: We will not issue a refund for a product that we did not supply. We may retain relevant evidence and take appropriate action where fraud is suspected.
• Faulty, damaged on arrival or incorrectly supplied product: We will handle the matter separately under your statutory consumer rights, as explained below.

If we propose a deduction or refuse a return under our voluntary policy, we will explain the reason and provide relevant inspection information where appropriate. We may ask you to confirm how you would like the item returned and to pay reasonable redelivery costs.

Refunds and processing time

We normally inspect a return within 1–3 business days after receiving it. Where a refund is due, it will be made to the original payment method.

For a valid statutory cancellation, we will issue the refund no later than 14 calendar days after the earliest of:

• the day we receive the goods back; or
• the day you provide acceptable evidence that the goods were sent back.

We may withhold the refund until we have received the goods or acceptable evidence of return. After we issue the refund, your bank or payment provider may require additional time to display the funds. This additional processing time is outside our control.

Original delivery charges

Where required following a valid statutory cancellation, we will refund the basic outbound delivery charge. If you selected an enhanced or express delivery service, we are not required to refund the amount above the cost of our least expensive standard delivery option. Under the voluntary part of our 30-day policy, outbound delivery charges and optional service charges are not refundable unless we state otherwise or the law requires it.

Exchanges

Exchanges are subject to stock availability and the same return-condition requirements. We may process an exchange as a refund followed by a new order. Any price difference must be paid or will be refunded, as applicable. We cannot reserve replacement stock until the returned item has passed inspection.

Faulty, damaged or incorrect items

The conditions applying to change-of-mind returns do not remove your legal rights if a product is faulty, not as described or not fit for purpose.

If your parcel arrives damaged, we supply the wrong item or you believe the watch has a fault, stop using it and contact us as soon as reasonably possible. Include your order number and clear photographs or video of the watch, packaging and outer shipping box where relevant. Prompt reporting helps us investigate courier damage, but it does not replace or shorten your statutory rights.

Under the Consumer Rights Act 2015, qualifying faulty goods may carry a short-term right to reject within 30 days. After that period, other remedies may apply, including repair or replacement and, where appropriate, a price reduction or final right to reject.

Damage caused after delivery by accident, misuse, unauthorised repair, incorrect handling, normal wear and tear, or water exposure beyond the manufacturer's stated rating is not a manufacturing fault.

If we confirm that an item is faulty or was supplied incorrectly, we will provide an appropriate return method at no cost and apply the remedy required by law.

Additional conditions and exclusions

• Personalised or special-order goods: Products made to your specifications or clearly personalised, including engraved products, may be excluded from change-of-mind cancellation where permitted by law. This does not affect your rights relating to faulty or incorrectly supplied goods.
• Bracelet sizing requested before dispatch: If we agree in writing to size a bracelet before shipment, the return and any sizing charge will be assessed under the terms confirmed at the time. All removed links must be returned.
• Promotional gifts and bundles: Every promotional gift and bundle item must be returned unused and complete. If an item is retained, its stated value may be deducted from the refund where lawful.
• Manufacturer registration: Do not register the watch, activate its warranty online or link it permanently to a manufacturer account until you have decided to keep it. A registration that cannot be reversed may reduce the product's value.
• Smart devices and personal data: Before returning a permitted smart device, unpair it, remove all accounts and personal data, disable activation locks and restore its factory settings. We are not responsible for personal data left on a returned device.

Frequently asked questions

Can I remove the protective films to see the watch more clearly?

No. You can inspect and briefly try on the watch while its original protective films remain attached. If you might wish to return it, do not remove, lift, cut, reposition or reapply any film, sticker, seal or tag.

What if only one small protective sticker has been removed?

Every original protective film and sticker forms part of the watch's new presentation. Outside the statutory cancellation period, removal or disturbance of any original film or sticker makes the watch ineligible under our voluntary 30-Day Free Returns Policy. During a valid statutory cancellation period, any deduction will be based on the actual reduction in value, and your statutory rights remain unaffected.

Can I resize the bracelet and still return the watch?

Not under our voluntary 30-day change-of-mind policy unless we agreed otherwise in writing before the work was carried out. Do not remove or add links and do not ask a jeweller or another third party to resize the bracelet while deciding whether to keep the watch.

Do I have to pay for the return?

An eligible UK return using the prepaid Royal Mail method we provide is free. We do not reimburse an alternative courier, collection upgrade, packaging or another service chosen without our prior written agreement.

Can I send the watch back without contacting you?

Please contact us first so that we can record the return and provide the correct tracked label and return address. A clear cancellation statement made within the statutory period is sufficient to exercise the legal right to cancel, but sending goods to an unauthorised address or without identifying the order may cause avoidable delay and cost.

What should I do if the watch is faulty?

Contact us before arranging a repair, opening the watch or removing any components. The conditions for change-of-mind returns do not remove your rights where goods are faulty, not as described or not fit for purpose. We will assess the issue and provide the appropriate next step.

Model cancellation form

You may use the wording below to cancel an eligible online order, but its use is not compulsory:

To: Watch Enclave Ltd, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ
Email: info@watchenclave.co.uk

I hereby give notice that I cancel my contract of sale for the following goods:

Order number:
Goods ordered:
Ordered on / received on:
Customer name:
Customer address:
Date:

Contact and return addresses

Email: info@watchenclave.co.uk
WhatsApp: +44 20 4542 7692

Returns facility:
EFCL UK LTD
Building 2, Mosley Road
Trafford Park
Manchester
M17 1NB

Please contact us before posting and use the address shown on the return label supplied.

Registered office — do not send returns here:
Watch Enclave Ltd
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
Company No. 16659565

This policy applies to consumer purchases made through watchenclave.co.uk. It forms part of our terms and does not affect your statutory rights.