Terms & Conditions
Return and Refund Policy
RETURNS
Under the Consumer Contracts Regulations 2014, a customer is allowed to return an item if they simply change their mind. A customer has the right to cancel at any time from the moment they place their online order, and up to 14 days from the day they receive the goods. The customer then has a further 14 days from the date they notify the retailer of their cancellation to return the goods. There are exemptions to online returns which include tailor-made/personalised/bespoke goods.
Your watch will arrive with an anti-tamper sticker on the reverse of the watch case, if this has been tampered with or removed you will not be able to return the watch, this does not affect your warranty.
For purchases made in store, a credit note will be issued and a restocking fee may be charged unless the item is faulty in which case a refund will be given. You DON’T have a legal right to a refund or replacement just because you change your mind.
Up to 30 days after purchase, if your goods are faulty you can get an immediate refund.
Up to 6 months after purchase, if it can’t be repaired or replaced, then you are entitled to a full refund in most cases.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, certification and accessories where applicable. If returning a new unused watch all factory seals must be intact to receive a full refund or exchange.
If the watch has been supplied with any case seals/stickers on and these have been removed the watch will not be accepted as a return or if we decide to accept it then a 30% restocking fee will apply.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
*Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
*Any item that is returned more than 14 days after delivery
*Any bespoke items or customised items
Refunds (if applicable)
Once your return is received and inspected, we will send you an email or call you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@boxanddocs.co.uk
Exchanges (if applicable)
If you decide you wish to exchange your item within the 14 days please call or email us for availability and to organise the new cost as the new item will likely not be the same price. If you wish to exchange your item outside of the 14 days this will be treated as a part-exchange and you will unlikely get the same amount for the watch as it cost you, depending on the buying market for that item. So watches do increase in value over time.
Our watches are Pre-owned and sometimes are not supplied with a full compliment of links, if you supply us your wrist size we will endeavour to ensure the watch fits you (up to the average wrist diameter) beyond this we may have to charge for links.
A full refund of the purchase price,excluding delivery costs, will be provided upon the safe receipt of the items in the same condition as supplied.
The liability for any damage incurred during transit will remain with the sender.
We strongly recommend that full insurance be placed on items when returning them to us.
All items must be communicated with a returns reference obtained and attached prior to an item being sent back.
Should you have to return the watch for any reason then the postage cost will have to be covered by yourself (we strongly recommend that it is insured)
Any watches that are returned that show any marks from mishandling or wear will be charged to be polished at £100 (so if you want to return it don't wear it!)
All of our watches are serviced and polished with care by our Rolex trained watchmakers, they are then inspected and posted on our website for sale (unless otherwise stated)
At this point the watches are waterproof and working within the COSC tolerances, the condition of our watches are amongst the best available anywhere, we spend a lot of time and effort to ensure this.
Our warranty does not cover inappropriate damage caused by mistreatment of the watch, damage to bracelets, cases, crystals/glasses, or damage arising from use in water. We do not cover accidental damage or loss.
The most important thing to remember is to ensure the crown is fully screwed back in after adjusting/winding the watch.
Your 12 month warranty is valid from the sale date.
We will always do whatever we can to help you and ask that you contact us straight away with any concerns or questions you may have about your watch.
Once the payment has been made and your purchase verified we will endeavor to dispatch your watch within 1-3 business days (Monday-Friday)
In a very few cases for example pre-order items (that are currently being serviced or are not ready for sale), the dispatch time will be longer but this will be clearly marked in the item description.
All items will be sent insured via Royal Mail Special Delivery and are your responsibility as soon as they are signed for.
The items will only be sent to the billing address of the card or conformed PayPal address. ID will be required.
You maybe asked to provide further details/proof of ID as part of our random fraud screening.