Refund policy

Returns & Refunds Policy

Box and Docs Ltd

1. Online Purchases — 14-Day Right to Cancel

Under the Consumer Contracts Regulations 2013, customers purchasing watches online, by telephone or through other qualifying distance-selling arrangements generally have the right to cancel their purchase within 14 calendar days of receiving the goods, without giving a reason.

To cancel your purchase:

Notify us within 14 calendar days of receiving your watch.
Contact us by email at info@boxanddocs.co.uk or telephone 0800 689 0896.
Once you have notified us of cancellation, you have a further 14 calendar days to return the watch.
We will provide instructions for returning your purchase.

This cancellation right applies to qualifying distance purchases only. Please see our in-store purchasing policy at the end of this document.

2. Condition of Returned Watches

We ask that all returned watches are:

Unworn and in their original condition.
Returned with their original box and packaging.
Accompanied by all accessories, warranty cards, manuals, swing tags, documentation and spare bracelet links originally supplied.
Free from damage, alterations or unauthorised repairs.

Customers exercising a statutory online cancellation right may inspect a watch to establish its nature, characteristics and functionality, as they would reasonably be permitted to do in a shop.

Deductions for Wear or Loss of Retail Value

If a watch has been worn, damaged or handled beyond what is reasonably necessary to examine it, and this has caused a reduction in its value, a deduction may be made from the refund where permitted by law.

Examples include:

Scratches, scuffs or marks to the case, bezel, bracelet or clasp.
Signs of wear or use beyond reasonable inspection.
Damage to the strap or additional strap holes.
Polishing, alterations or unauthorised repairs.
Missing or damaged accessories or documentation.
Other damage or changes resulting from excessive handling.

Where excessive handling has caused a reduction in the watch’s achievable retail resale value, the refund may be reduced to reflect that genuine loss.

Where polishing or other remedial work is reasonably necessary as a result of excessive handling, the reasonable cost may be considered when calculating the diminished value.

We will not deduct both the full reduction in resale value and restoration costs where this would result in charging twice for the same loss.

Any deduction will be assessed individually and explained to the customer.

3. New Watches & Protective Stickers

Some watches are supplied in new, unworn or exceptional condition with original factory protective stickers.

These stickers may contribute significantly to the retail value of a watch.

We ask that all factory protective stickers remain intact when returning a watch.

If protective stickers have been removed, altered or damaged:

We will assess whether their removal went beyond what was reasonably necessary to inspect the watch.
We will determine whether this has caused a genuine reduction in retail resale value.
Where permitted by law, an appropriate deduction may be made to reflect that loss.
The assessment may take into account the difference between the watch’s original retail condition and its condition when returned.

Removal of protective stickers does not automatically remove the statutory right to cancel an online purchase.

Any deduction must be lawful, proportionate and based on actual diminished value resulting from handling beyond what is reasonably necessary.

4. Watchmaker Inspection — All Returns

Every watch returned to Box and Docs Ltd will undergo inspection by our watchmaker.

This inspection normally takes 4–5 working days from receipt of the watch.

The inspection is carried out to establish:

That the watch is the same timepiece originally supplied.
The authenticity and originality of the watch and its components.
The condition and operation of the movement.
The condition of the case, bezel, dial, bracelet, clasp and strap.
Any evidence of wear, scratches, damage, polishing or alterations.
Any signs of tampering, substitution of components or unauthorised repairs.
That all accessories, documentation and spare links originally supplied are present.

Once the inspection is complete, we will notify the customer of the findings and any proposed deductions.

All inspections and refunds will be managed within the applicable statutory deadlines. The inspection process does not extend those deadlines.

5. How to Return a Watch

Customers may return watches using one of the following methods.

Option 1 — Insured Courier

Contact us before returning the watch.
Arrange your own tracked courier service with appropriate insurance covering the full value of the watch.
Securely package the watch with its original box, warranty cards, documentation, tags, spare links and accessories.
Include your invoice or purchase reference and any Return Merchandise Authorisation (RMA) reference provided.
Retain proof of postage, insurance and delivery.

Option 2 — Return in Person

Watches may be returned personally to our Tunbridge Wells shop.
All in-person returns must be arranged by prior appointment.
Contact us by telephone or email to arrange a suitable date and time.
Bring the watch with all original accessories, documentation and proof of purchase.
The watch will be accepted for inspection. Acceptance of the watch does not constitute approval of the return or any proposed refund.

Important:

Box and Docs Ltd does not ordinarily arrange courier collections or collect returned watches in person.
Customers are responsible for arranging their chosen return method, subject to their statutory rights.
An RMA reference is requested for administration purposes and is not a condition of exercising a statutory cancellation right.

Returns Address

Box and Docs Ltd
Office 40, No. 2 Mount Sion
Tunbridge Wells
Kent
TN1 1UE

Please contact us before attending in person to confirm the appropriate appointment location.

6. Inspection Outcomes & Deductions

Following inspection, we will compare the returned watch with its original recorded condition.

Where handling beyond what is reasonably necessary has caused genuine diminished value, an appropriate deduction may be made from the refund in accordance with consumer law.

The assessment may include:

Reduction in achievable retail resale value.
Reasonable polishing or restoration costs relevant to that loss.
Damage or alterations caused after delivery.
Missing accessories or documentation.
Loss of value resulting from removal of protective stickers where this exceeds reasonable inspection.

Deductions are not automatic and will be calculated according to the specific circumstances.

We reserve the right to make lawful deductions reflecting the actual reduction in value caused by excessive handling.

Customers will be informed of the reason for any deduction.

A qualifying statutory online cancellation will not automatically be rejected simply because the watch has been handled, its packaging opened or protective stickers removed.

Any concerns regarding authenticity, substituted components or evidence of tampering will be investigated.

7. Refunds & Processing Times

Box and Docs Ltd will issue refunds within the applicable legal deadlines, which for qualifying online cancellations are generally up to 14 calendar days.

For qualifying online cancellations:

Refunds will be issued without undue delay.
Where the customer is responsible for returning the watch, the 14-day refund deadline runs from the date we receive the returned watch or satisfactory evidence that it has been sent back, whichever is earlier.
Where the law requires a different refund deadline, that deadline will apply.
All returned watches undergo our watchmaker inspection process, normally taking 4–5 working days.
The inspection process does not extend the statutory refund deadline.
Any lawful deductions for diminished value will be explained.
Refunds will be issued using the original payment method unless another method is expressly agreed.

Refunds will include the original standard delivery charge where applicable.

Additional charges for premium or upgraded delivery options are not normally refundable beyond the standard delivery cost.

We do not charge administration, cancellation, banking or restocking fees for statutory cancellations.

Please allow additional time for your bank or payment provider to process a refund after it has been issued.

8. Return Postage, Delivery & Insurance

All returns must be arranged by the customer, subject to their statutory rights.

Customers may return their watches using their own appropriately insured courier or deliver them personally to our shop by prior appointment.

Online Purchases — Change-of-Mind Returns

Customers are responsible for arranging return delivery.
Customers are responsible for return postage and insurance costs, provided this requirement was communicated before purchase.
Watches must be securely packaged and returned using a tracked courier service with insurance covering their full value.
Alternatively, customers may return the watch in person by prior appointment.
Customers should retain proof of postage, insurance and delivery where applicable.

Faulty or Misdescribed Watches

Customers should contact us before arranging a return.
Where required by consumer law, Box and Docs Ltd will cover reasonable return costs.
We will agree suitable return arrangements in accordance with our legal obligations.

Box and Docs Ltd does not offer routine courier collections or personal collection services for change-of-mind returns.

Nothing in this section limits any statutory obligation to bear reasonable return costs or make appropriate arrangements for faulty goods.

9. Faulty or Misdescribed Watches — Statutory Rights

All watches sold by Box and Docs Ltd must comply with the Consumer Rights Act 2015.

If a watch is faulty, not as described or otherwise fails to meet statutory requirements, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.

Your rights include:

A short-term right to reject qualifying faulty goods, normally within 30 days of delivery.
Further rights to repair or replacement where applicable.
A price reduction or final right to reject where the statutory conditions are met.

If you believe there is a fault or an issue with a watch:

Email info@boxanddocs.co.uk or telephone 0800 689 0896.
Provide your purchase details and a description of the problem.
Include photographs where available.
We will advise on the appropriate next steps and arrange an inspection where necessary.

Where a statutory refund is due, it will be issued without undue delay and within the applicable legal deadline.

Nothing in this policy excludes, limits or overrides your statutory consumer rights.

10. International Returns

Customers returning watches from outside the UK should contact us before arranging a return.

Customers are responsible for complying with applicable import, export and customs procedures.
For change-of-mind returns, the customer is responsible for return shipping, insurance and applicable customs administration costs where lawfully required and properly disclosed.
Return documentation should accurately identify the watch as returned merchandise.
Customers should contact us in advance to discuss suitable delivery arrangements.

International purchases remain subject to applicable consumer legislation and any mandatory rights that apply.

11. Trade & Business Customers

Purchases made by businesses, professional watch dealers and trade customers are not automatically covered by consumer cancellation rights.

Trade purchases are governed by the terms agreed between Box and Docs Ltd and the purchasing business.
Different return conditions may apply.
Please contact us before purchase if clarification is required.

12. Authenticity & Disputes

All watches supplied by Box and Docs Ltd are authenticated by our specialists.

If you have concerns regarding the authenticity or originality of a watch purchased from us:

Contact us promptly with full details.
Provide the purchase reference and supporting information.
We will investigate the concern.
An inspection by our watchmaker or another suitably qualified specialist may be arranged.

Your statutory consumer rights remain unaffected.

13. Contact Us

Box and Docs Ltd

Returns address:
Office 40, No. 2 Mount Sion
Tunbridge Wells
Kent
TN1 1UE

Email: info@boxanddocs.co.uk
Telephone: 0800 689 0896

14. In-Store Purchases — No Change-of-Mind Returns

All watches purchased in person at our shop are final sales for change-of-mind purposes.

Box and Docs Ltd does not accept returns, offer refunds or issue credit notes for purchases made in store where a customer:

Changes their mind.
No longer wants or needs the watch.
Decides they would prefer a different watch.
Finds an alternative elsewhere.
Wishes to cancel the purchase without a statutory legal entitlement.

This policy applies even if the watch remains unworn, unused, fully stickered or in exactly the same condition as when purchased.

The 14-day cancellation period applicable to qualifying online and distance purchases does not apply to purchases agreed and completed in person at our shop.

Viewing or enquiring about a watch through our website before subsequently agreeing and completing the purchase in person does not, by itself, make the transaction a distance sale.

We do not operate a change-of-mind refund, exchange or credit-note policy for in-store purchases.

Your statutory consumer rights remain unaffected.

Where a watch is faulty, not as described or otherwise fails to meet the statutory requirements of the Consumer Rights Act 2015, customers retain all applicable legal remedies.