Refund policy
Refund & Returns Policy
We want you to love your watch. If you don't, this page explains exactly what happens — in plain English, with no small print.
Your right to cancel
If you are a consumer in the UK or EU, you have a legal right to cancel your order within 14 days of receiving it, for any reason at all. You do not need to give us a reason, and you do not need our permission.
The 14 days start on the day the parcel arrives at your address.
How to cancel
Email support@coventrywatch.com with your order number and tell us you wish to cancel. That is all we need. You may use the wording below if it helps, but you don't have to:
"I hereby give notice that I cancel my contract of sale for the following goods: [item], ordered on [date], order number [number]."
We will confirm receipt of your cancellation by email within one working day.
Returning the item
After telling us you wish to cancel, you have a further 14 days to send the item back to us. We will give you the return address when you contact us.
You are responsible for the cost of return postage. We recommend using a tracked service, as we cannot process a refund for an item that does not reach us.
Please return the item in the condition you received it. You are entitled to handle it as you would in a shop — trying it on is fine. If the item is returned damaged beyond that, we may reduce your refund to reflect the loss in value.
What we refund
Our watches are offered free of charge; the only amount you pay at checkout is the shipping contribution. When you cancel and return your item, we refund the full shipping contribution you paid.
If you purchased any additional items alongside your watch and return those too, those amounts are refunded in full as well.
We refund to your original payment method. We do not charge a restocking fee.
When you get your money back
We process refunds within 14 days of receiving your returned item back, or within 14 days of you providing proof that you have sent it — whichever happens first.
Once processed, the money typically appears in your account within 3–5 working days, depending on your bank or card issuer.
Faulty, damaged or wrong items
If your watch arrives faulty, damaged or is not what you ordered, contact us at support@coventrywatch.com with a photo. This is separate from the 14-day cancellation right above, and your statutory rights under the Consumer Rights Act 2015 are not affected.
In these cases:
- We cover return postage
- You choose a replacement or a full refund
- We do not ask you to return the item before we act if the fault is clear from a photo
Lifetime movement guarantee
If the movement in your watch stops working through normal wear, contact us and we will repair or replace it. This guarantee covers the mechanism only. It does not cover accidental damage, water damage beyond the stated water resistance, scratches from use, or a flat battery, which is a normal consumable.
This guarantee is offered in addition to, and does not affect, your legal rights.
Items we cannot accept back
We accept returns on everything we sell, with one exception: items that have been personalised or engraved to your specification cannot be cancelled or returned unless they are faulty.
Questions
Email support@coventrywatch.com. A real person replies within 24 hours, Monday to Friday.