Returns & Refunds

01

In-Person Purchases

We do not accept change-of-mind returns for items purchased in person, including purchases completed following a private viewing or collection appointment.

This does not affect your statutory rights where an item is faulty, not as described or otherwise does not conform to the contract.

02

Distance Purchases

Although our website is enquiry-only and purchases cannot be completed directly through the website, some transactions may be agreed and completed remotely by telephone, email or WhatsApp.

Where your purchase qualifies as an eligible distance contract, you have the statutory right to cancel within 14 days of receiving the item without giving a reason.

After notifying us of your decision to cancel, the item must be returned within 14 days.

Please contact High Toned Watches before sending any item back to us so that the appropriate return instructions can be provided.

03

Return Condition

Returned watches and other eligible items must be returned in the same condition in which they were received and with all accompanying items supplied as part of the purchase, including any applicable box, papers, documentation, tags, accessories and additional links.

You may inspect an item as you reasonably would when viewing it in person. Where handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the item and this results in a reduction in value, we may be entitled to make an appropriate deduction from the refund in accordance with your statutory rights.

04

High-Value & Insured Returns

Please do not send a watch or other high-value item back to us without first contacting High Toned Watches.

Where a return is authorised, appropriate return arrangements will be confirmed with you. Due to the value of the items we handle, returns must be suitably packaged and sent using an appropriate insured and trackable service.

Responsibility for return costs will depend on the reason for the return and your applicable statutory rights.

05

Authentication & Inspection

All returned items are subject to inspection before a refund is processed.

For watches and other high-value pieces, this may include verification of the item's identity, serial or reference information, condition, components and accompanying accessories.

This protects both our clients and High Toned Watches and helps ensure that the item returned is the same item originally supplied.

06

Pre-Owned & Vintage Watches

Many of the watches offered by High Toned Watches are pre-owned or vintage.

The condition of each watch and the accessories accompanying it are stated as accurately as possible before purchase. Age-related characteristics and signs of previous ownership that have been disclosed or are consistent with the stated condition of a pre-owned item are not, by themselves, considered faults.

Some pre-owned and vintage watches may not include their original box, papers or other accessories. Where this is the case, this will be made clear as part of the item's description or discussed with you before purchase.

Regardless of whether original papers are present, authenticity is verified by High Toned Watches.

07

Faulty or Misdescribed Items

If you believe an item is faulty, not as described or does not conform to the contract, please contact us as soon as possible.

We will review the issue and advise you of the appropriate next steps.

Your rights in relation to faulty or misdescribed goods are separate from our change-of-mind policy and nothing in this policy limits your statutory consumer rights.

08

Bespoke & Custom-Made Pieces

Bespoke, personalised and custom-made pieces are created specifically for the individual client and therefore cannot normally be returned or cancelled simply because you have changed your mind.

This includes custom jewellery manufactured or personalised to your individual specification.

This does not affect your statutory rights if a bespoke or custom-made item is faulty, not as described or otherwise does not conform to the contract.

09

Refunds

Where a refund is due, it will be processed in accordance with the applicable statutory requirements after the returned item has been received and, where appropriate, inspected.

For eligible cancelled distance purchases, refunds will ordinarily be made using the same payment method used for the original transaction unless otherwise agreed.

Where permitted by law, any reduction in the value of an item caused by handling beyond what is reasonably necessary to inspect it may be reflected in the amount refunded.

10

Buy-Backs

High Toned Watches may, at its discretion, offer to purchase a watch back from a client at a later date.

A buy-back is a new and separate transaction and is not a return or refund.

Any buy-back price will be assessed according to factors including the watch, its condition and the market at that time and may therefore differ from the price originally paid.