Terms of service

We want you to love your Coventry Watch purchase. This policy explains how to return an item and get a refund or exchange, and is in addition to your statutory rights under UK consumer law.

1. Your Right to Cancel (14-Day Cooling-Off)

Under the Consumer Contracts Regulations 2013, you can cancel your order within 14 days of receiving it, without giving a reason — just email support@coventry.com. You then have a further 14 days to return the item.

2. Our 30-Day Returns Window

On top of your statutory rights, we offer a 30-day returns window. You may return most items within 30 days of delivery for a refund or exchange, provided they meet the conditions below.

3. Condition of Returned Items

Items must be unworn, unused, and in original condition with all tags, protective films, packaging, and any free gifts included. For hygiene and personalisation reasons, we cannot accept returns of engraved or customised items unless they are faulty.

4. Faulty or Damaged Items

If an item arrives faulty, damaged, or not as described, you are entitled to a full refund, replacement, or repair under the Consumer Rights Act 2015. Contact us within 30 days with a photo and we will resolve it at no cost to you.

5. How to Start a Return & Shipping Costs

Email support@coventry.com with your order number and reason, and we'll send return instructions — please don't send items back before contacting us. We cover return postage for faulty, damaged, or incorrect items; for change-of-mind returns you cover the return postage (we recommend a tracked service). [Adjust if you offer free returns.]

6. Refunds & Exchanges

Once we receive and inspect your return, we refund your original payment method within 14 days (it may take a few extra business days to appear). Original shipping is refunded only where the item is faulty or the full order is cancelled under your statutory rights. For a different model, the fastest option is a refund plus a new order, but contact us if you'd prefer a direct exchange.