Refund policy
Refund & Returns Policy
At Halden, we want you to be completely confident in your purchase. If you are not entirely satisfied, you may return your watch within 60 days of delivery, and return shipping is free of charge.
Your statutory rights
This policy is in addition to, and does not affect, your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. By law, you may cancel an online order within 14 days of receiving your goods without giving a reason. Our 60-day returns window extends well beyond this legal minimum.
Return conditions
To qualify for a full refund, the watch must be returned:
- [Unworn, with all protective stickers still in place]
- [With the original box, papers, warranty card, manuals and any accessories supplied]
- [With the Halden security tag attached and intact]
- In the same condition in which it was received
During the first 14 days after delivery, you may handle the watch as you would in a shop to inspect it. If the watch has been handled beyond what is necessary to establish its nature, characteristics and functioning, we may reduce your refund to reflect any loss in value, as permitted by law. After day 14 and up to day 60, returns are accepted only if all of the conditions above are met.
Exceptions
We cannot accept returns, except where the item is faulty or not as described, for:
- [Watches that have been personalised or engraved at your request]
- [Watches whose bracelet has been resized or altered at your request]
How to return an item
- Email us at [email] with your order number and the reason for your return.
- We will send you a free, fully insured, pre-paid return label and packing instructions.
- Pack the watch securely in its original packaging and send it back using the label provided.
Please do not send a watch back without first contacting us. Returns sent without our pre-paid insured label cannot be covered by our insurance while in transit.
Inspection and refunds
Once we receive your return, our specialists will inspect the watch to verify its condition and confirm that it is the same item we dispatched. We check serial numbers against our records.
Approved refunds will be issued to [your original payment method] within 14 days of our receiving the returned watch. Refunds include the original standard delivery charge, if any. Please allow a few additional working days for your bank or card provider to process the refund.
If a return does not meet the conditions of this policy, we will contact you to explain why and will return the watch to you at no cost.
Faulty or incorrectly described items
If your watch arrives faulty, damaged or not as described, please contact us within [48 hours] of delivery with photographs. Under the Consumer Rights Act 2015, you are entitled to reject faulty goods within 30 days for a full refund. After that period, you are entitled to a repair or replacement, or a refund if these are not possible. For pre-owned watches, quality is assessed with regard to the age, condition and description of the item at the time of sale.
Exchanges
If you would like a different watch, please return your original purchase for a refund and place a new order.
Contact
For any questions about returns, please contact [email].