Refund policy

Returns & Refunds — Box and Docs Ltd


If you change your mind (consumer right to cancel)

Under UK consumer law you have the right to cancel most online purchases within 14 days of receiving the goods. To cancel, please contact us at info@boxanddocs.co.uk or call 08006890896 within 14 days of receipt. After you tell us you wish to cancel, you have a further 14 days to return the goods to us.


Important – Watches must not be worn

For a return to be accepted for change of mind or cancellation, the watch must be returned in perfect, unworn condition and in its original packaging with all accessories, tags, manuals and paperwork. Any signs of wear, handling marks, scratches, polish, strap sizing, strap fitting holes, missing links, dents, odour (perfume/cologne), or other damage will result in the return being rejected and no refund being issued.


New watches & protective stickers

If the watch was supplied as new, it must be returned with all original protective stickers intact (case, bracelet/strap, clasp, caseback, bezel sticker where applicable). If any factory protective stickers have been removed, altered or tampered with, the item cannot be returned for a refund under the change-of-mind rules.


Faulty or misdescribed items (your statutory rights)

If the watch is faulty, not as described, or develops a fault within the statutory period, you have rights under the Consumer Rights Act 2015. For faulty items: contact us immediately at info@boxanddocs.co.uk or 08006890896 with photos and details. We will advise on returns and will pay reasonable return postage for genuine faults. You may be entitled to a repair, replacement or refund according to the law. If a fault is reported after 30 days we may offer repair or replacement as appropriate.


How to return an item (step-by-step)

 

  1. Email info@boxanddocs.co.uk or call 08006890896 to request a Return Authorisation (RMA) and confirm the reason for return. Do not send items without authorisation.

  2. Once authorised, send the watch in its original packaging with all paperwork and tags, together with the signed bill of sale/delivery note and a copy of the RMA.

  3. Use an insured, tracked courier for the full value of the watch. We recommend fully insuring any high-value items — we are unable to accept liability for loss in transit unless you use an approved insured service.

  4. Returns should be shipped to:

    Office 40, No 2 Mount Sion, Tunbridge Wells, Kent TN11UE

  5. We will inspect the watch on receipt and notify you of the outcome within 5 working days.

 


Inspection & rejected returns

We will assess returned watches for condition and authenticity. If the inspection shows any evidence of wear, marks, damage, polishing, strap alteration or missing items, the return will be rejected. If a return is rejected we will contact you and either:

 

  • return the watch to you at your cost (we will provide a courier quote), or

  • where agreed, provide a repair estimate for you to approve.

 


Refunds

If a return is accepted, we will refund the purchase price using the original payment method within 14 days of receiving and accepting the return. Refunds exclude original outbound postage unless the return is due to a fault or misdescription. Please allow time for your card issuer or bank to process the refund.


Who pays return postage?

 

  • Change of mind: the buyer pays return postage and insurance.

  • Faulty or misdescribed item: Box and Docs Ltd pays reasonable return postage and will reimburse you once we confirm the fault.

 


International orders

If you are returning an item from outside the UK, you are responsible for any export/customs clearance and return shipping costs. Items returned with unpaid customs duties or taxes may be refused.


Trade & business customers

If you are purchasing as a business or trade customer, different terms may apply. Please contact us for details before purchase.


Authenticity & dispute

All watches supplied by Box and Docs Ltd are authenticated by our specialists. If you dispute authenticity, please contact us immediately with full details; we will investigate and respond promptly.


Contact us

For returns, questions or authorisation:

Email: info@boxanddocs.co.uk

Tel: 08006890896

Address: Office 40, No 2 Mount Sion, Tunbridge Wells, Kent TN11UE