Complaints Policy

01

Making a complaint

If you are unhappy with a product, service, communication or experience with High Toned Watches, please contact us and explain the issue as clearly as possible.

We ask customers to raise a complaint as soon as reasonably possible and, where possible, within 2–3 days of the event or issue giving rise to the complaint. Raising a complaint outside this period does not affect any statutory rights you may have.

02

How to contact us

Complaints can be made by email, telephone or through the usual contact channels you have been using with High Toned Watches.

For the clearest record, we recommend submitting the details of your complaint in writing by email to info@hightonedwatches.co.uk.

03

Information to provide

Please provide enough information for us to understand and investigate your complaint. This should include your name and contact details, the relevant watch, item, enquiry or transaction, a clear description of what happened and the outcome you are seeking.

Where relevant, please also provide supporting photographs, correspondence, order or transaction information, valuation details or other documents that may help us review the matter.

04

Acknowledgement & investigation

We aim to acknowledge complaints promptly and will review the information provided to us fairly and carefully.

Our investigation may include reviewing correspondence, transaction records, photographs, item details, inspection or authentication information and speaking with relevant members of our team or third-party service providers where appropriate.

We may contact you if we require further information or clarification before we can properly consider the complaint.

05

Our response

We aim to provide a substantive response as soon as reasonably possible once we have had an appropriate opportunity to investigate the matter.

Our response will explain the outcome of our review and, where appropriate, any action we propose to take. The appropriate resolution will depend on the circumstances of the complaint and any rights or obligations that apply.

06

Product, condition & authenticity concerns

If your complaint relates to the condition, description, authenticity or functioning of a watch or other item supplied by High Toned Watches, please contact us before arranging any unauthorised repair, alteration, polishing or other work that could affect our ability to inspect the item.

We may ask for photographs or arrange for the item to be inspected as part of our investigation. Any inspection or authentication process will be considered alongside the information supplied with the complaint.

07

Returns, refunds & cancellations

If your complaint concerns a return, refund, cancellation, faulty item or an item you believe was not as described, our Returns & Refunds Policy may also apply.

Nothing in this Complaints Policy is intended to exclude, restrict or otherwise affect any statutory consumer rights you may have.

08

Finance & third-party services

Some services connected with an HTW enquiry or transaction may be provided by an independent third party, such as a finance, payment, delivery or other service provider.

If a complaint relates specifically to a service or decision provided by an independent third party, we may direct you to that provider's own complaints procedure where appropriate. We will still consider any part of the complaint that relates directly to High Toned Watches.

09

Resolution & further concerns

We will consider the circumstances of each complaint individually and seek to reach an appropriate resolution where action by High Toned Watches is required.

If you remain dissatisfied after receiving our response, please tell us why and provide any relevant additional information that you believe should be considered. We can review further information where it is appropriate to do so.

10

Records & privacy

We may keep appropriate records of complaints, correspondence, evidence and outcomes for business, legal, regulatory, fraud-prevention and dispute-resolution purposes.

Personal information provided in connection with a complaint will be handled in accordance with our Privacy Policy.

11

Your statutory rights

This Complaints Policy is intended to provide a clear process for raising concerns with High Toned Watches. It does not replace or reduce any rights or remedies available to you under applicable UK consumer law.

Where a complaint concerns goods that are faulty, not as described or otherwise do not conform to the contract, any applicable statutory rights remain unaffected.

12

Changes to this policy

We may update this Complaints Policy to reflect changes to our services, business practices or applicable requirements.

The latest version will be published on this page and the “Last updated” date will be revised where appropriate.