Refund & Returns Policy

At DHWATCHMODS, our watches are assembled, configured and quality-checked before dispatch. Many of our products are made to order and may be assembled according to specifications selected by the customer, including case style, dial, hands, movement, bracelet, engraving and other optional features.

This Refund & Returns Policy explains when an order may be cancelled, returned, repaired, replaced or refunded.

Nothing in this policy is intended to exclude, restrict or replace any statutory rights available to consumers under applicable law.

1. Made-to-Order and Personalised Products

Many DHWATCHMODS products are assembled specifically in accordance with customer-selected specifications.

Where a product is genuinely made to the consumer’s specifications or clearly personalised, including through watch configurator, personalised engraving, bespoke artwork, custom text or another individual specification, the normal statutory right to cancel an online order simply because the customer has changed their mind may not apply.

This exception applies to genuine bespoke and customised goods under the Consumer Contracts Regulations. GOV.UK

Accordingly, customers should carefully review all selected specifications before submitting an order.

Where the statutory cancellation exemption applies, we are not required to accept a return solely because:

• the customer has changed their mind;
• the customer no longer likes the selected design;
• the customer ordered the incorrect specification;
• the customer subsequently prefers another model, colour, dial, bracelet or component;
• the item does not suit the customer’s personal taste after it has been produced as ordered.

This does not affect the customer's statutory rights where goods are faulty, not as described or otherwise fail to conform to the contract.

2. Non-Personalised Products

Where an item is not genuinely personalised or made to a specification particular to the customer, statutory cancellation rights may apply to eligible distance purchases.

Where such a right applies, it will be dealt with in accordance with applicable consumer law.

3. Faulty or Misdescribed Goods

We take reasonable care to inspect and quality-control watches before dispatch.

If a product is faulty, damaged, not as described or otherwise does not conform to the contract, the customer may have statutory remedies under the Consumer Rights Act 2015.

These rights cannot be excluded by our returns policy. GOV.UK

Depending on the circumstances and the time that has passed since delivery, available remedies may include:

• return;
• repair;
• replacement;
• price reduction; or
• a refund following an unsuccessful repair or replacement.

The Consumer Rights Act provides a short-term right to reject qualifying faulty goods, generally for at least 30 days from delivery. Legislation.gov.uk

After that period, repair or replacement will normally be the first appropriate remedy where required by law, subject to the circumstances of the individual case.

4. Reporting a Problem

If you believe your watch has arrived faulty, damaged or incorrectly assembled, please contact us as soon as reasonably possible at:

contact@dhwatchmods.com

Please provide:

• your order number;
• a description of the issue;
• photographs or video where reasonably possible;
• photographs of the packaging where transit damage is alleged.

We request that obvious delivery or manufacturing issues are reported within 7 days of delivery where reasonably possible so that we can investigate promptly.

However, this requested notification period does not remove or reduce statutory rights that may continue beyond seven days.

5. Inspection of Returned Products

Where a customer alleges that a product is faulty, we may require the watch to be returned to us for reasonable inspection before determining the appropriate remedy.

Inspection allows us to establish:

• whether a fault is present;
• the nature and cause of the issue;
• whether the watch corresponds with the product originally supplied by us;
• whether damage appears to have resulted from manufacturing, transit, misuse, impact, wear or third-party interference;
• whether a repair has previously been attempted.

Where necessary, we may photograph or otherwise document the condition of the watch when it is received.

An inspection does not remove any statutory rights and will not be used to unreasonably delay a remedy to which a customer is legally entitled.

6. Repairs and Replacements

Where repair or replacement is the appropriate remedy, DHWATCHMODS will undertake the required work within a reasonable period and without significant inconvenience to the customer, where required by law.

A repair may include, depending on the fault:

• movement replacement or servicing;
• crown or stem replacement;
• hand alignment;
• bracelet or clasp replacement;
• gasket replacement;
• dial or component replacement;
• regulation;
• resealing;
• pressure testing;
• reassembly and quality control.

Where a replacement product is required, the replacement will normally be made to the same specification as the original order where reasonably possible.

If a particular component is no longer available, we will discuss appropriate alternatives with the customer.

7. When a Refund May Apply

A refund may be due where required by applicable consumer law.

This may include circumstances where:

• the consumer validly exercises the short-term right to reject faulty goods;
• repair or replacement is impossible;
• a repair or replacement has failed;
• repair or replacement cannot be completed within a reasonable time or without significant inconvenience;
• another statutory right to a refund applies.

Where a refund is legally due, we will process it in accordance with applicable law.

This section does not provide an additional voluntary change-of-mind refund right for genuinely personalised products.

8. Change-of-Mind Returns

For products that are genuinely made to a customer's specification or clearly personalised, we do not voluntarily accept returns simply because the customer has changed their mind unless we expressly agree otherwise.

For example, a change-of-mind return would not ordinarily be accepted for a watch containing personalised laser engraving made specifically for that customer.

For products that do not fall within the personalised-goods exemption, any applicable statutory cancellation rights remain unaffected.

9. Customer-Selected Specifications

Customers are responsible for checking their selected configuration before completing their order.

Where the product has been correctly supplied according to the specifications selected at checkout, a customer's later preference for a different:

• case;
• dial;
• hands;
• movement;
• bracelet;
• engraving;
• colour;
• finish;
• size; or
• other selected component

will not ordinarily constitute a defect or an error by DHWATCHMODS.

Where we have supplied a component different from that recorded in the confirmed order, please contact us so that we can investigate and provide an appropriate remedy.

10. Subjective Preferences

A product is not necessarily faulty merely because a customer has a subjective preference regarding its appearance, feel or design where the item conforms to the agreed specification and is of satisfactory quality.

For example, individual preferences concerning:

• bracelet feel;
• clasp feel;
• case proportions;
• weight;
• finishing;
• dial appearance;
• bracelet taper;
• crown operation;
• aesthetic characteristics

will be considered against the product description, specification and applicable standards rather than solely against individual preference.

This provision does not prevent a customer from exercising rights where the product is genuinely defective, unsafe, not as described or otherwise fails to meet the legal standard required.

11. Normal Wear and Tear

Our defect and repair obligations do not extend to damage caused solely by ordinary wear and tear or circumstances for which DHWATCHMODS is not legally responsible.

Examples may include:

• scratches caused after delivery;
• bracelet or clasp wear arising from normal use;
• cosmetic marks caused by impact;
• damage caused by dropping the watch;
• cracked or shattered crystals caused by impact;
• water damage resulting from use outside the stated water-resistance rating;
• damage caused by incorrect operation;
• deterioration caused by chemicals, solvents, perfumes or corrosive substances;
• accidental damage.

Whether an issue constitutes normal wear, accidental damage or a manufacturing defect will depend on the circumstances.

12. Water Resistance

A watch should only be used within the water-resistance specification stated for the relevant product or upgrade.

Water resistance is not necessarily permanent and may be affected by:

• gasket deterioration;
• crown operation;
• impacts;
• opening of the case;
• third-party repair;
• incorrect use;
• ageing of seals.

Any water-resistance rating applies subject to the operating requirements associated with that specification.

Customers should not operate crowns or pushers underwater unless the product has specifically been designed and stated as suitable for such use.

13. Bracelet Sizing and Adjustments

Where a customer requests bracelet sizing or another adjustment before dispatch, we will make reasonable efforts to complete the request accurately based on the information supplied.

Wrist measurements supplied by customers remain the customer's responsibility.

A bracelet requiring an additional sizing adjustment does not ordinarily indicate a manufacturing defect.

Where a customer wishes to return a watch solely for a discretionary adjustment, such as further bracelet resizing, reasonable shipping and service costs may apply.

14. Third-Party Repairs or Modifications

Customers should contact DHWATCHMODS before arranging third-party work where they believe a defect may be covered by us.

We may not be responsible for damage caused by an unauthorised third party opening, modifying, repairing or altering the watch.

This may include:

• opening the case;
• replacing the movement;
• modifying the crown or stem;
• removing or reinstalling hands;
• changing the dial;
• altering seals or gaskets;
• modifying the bracelet or clasp.

Third-party work will not automatically extinguish unrelated statutory rights, but we may decline responsibility for faults or damage caused by that intervention.

15. Return Shipping for Faulty Goods

Where goods are confirmed or reasonably alleged to be faulty and the law requires us to bear the reasonable cost of return, we will arrange or reimburse appropriate return shipping in accordance with applicable law.

Customers should follow the return instructions supplied by us and should not use unnecessarily expensive shipping services without prior agreement where we are expected to bear the cost.

For discretionary adjustments, non-defect servicing or other work not arising from a fault for which we are responsible, the customer may be required to pay shipping costs both to and from our workshop.

16. Condition of Returned Watches

Customers should take reasonable care of products while they are in their possession.

Where a product is returned for inspection, please include the watch and any components reasonably required for us to investigate the issue.

Where possible, the original protective packaging should be used to prevent transit damage.

The absence of original packaging will not by itself remove statutory rights.

17. Incorrect Item Returned

Any product returned to us must be the same product originally supplied under the relevant order.

We reserve the right to record serial numbers, movement markings, engraving, component characteristics, photographs and other identifying details for the purposes of fraud prevention and product verification.

If we reasonably believe that a returned watch or component is not the item originally supplied by DHWATCHMODS, we may suspend the requested refund, repair or replacement while the matter is investigated.

This does not affect legitimate consumer claims.

18. Chargebacks and Payment Disputes

Customers are encouraged to contact us first where there is a genuine issue with an order so that we have the opportunity to investigate and provide an appropriate remedy.

Where a payment dispute or chargeback is raised, DHWATCHMODS may submit relevant evidence to the payment processor, acquiring bank, issuing bank or card scheme.

Evidence may include:

• order confirmations;
• selected customisation details;
• engraving records;
• quality-control records;
• dispatch information;
• tracking records;
• delivery photographs;
• signatures;
• customer correspondence;
• photographs supplied by the customer;
• return inspection records.

Nothing in this section prevents a customer from exercising a legitimate right to raise a payment dispute.

19. Fraudulent or Misleading Claims

DHWATCHMODS reserves the right to investigate claims where there are reasonable grounds to believe that information provided in connection with a refund, return, delivery claim or payment dispute is inaccurate or misleading.

This may include circumstances where:

• tracking confirms delivery;
• the customer has previously acknowledged receiving the product;
• a different item is returned;
• identifying marks do not correspond with our records;
• evidence indicates alteration or third-party damage.

We may provide relevant evidence to payment providers, carriers or other appropriate parties where reasonably necessary to investigate or defend such a claim.

This does not affect genuine claims or statutory consumer rights.

20. Cancellation Before Production

Where a customer asks us to cancel an order before production or personalisation has begun, we may agree to cancellation where reasonably possible.

Whether an order can be cancelled will depend on:

• whether production has commenced;
• whether components have been specially sourced;
• whether personalised engraving or printing has begun;
• whether irreversible work has already been carried out.

We will not impose disproportionate cancellation charges or rely on terms that are unfair under consumer law. GOV.UK guidance makes clear that cancellation provisions and retention of advance payments must be reasonable and fair. GOV.UK

Where the order qualifies as genuinely personalised and production has begun, statutory change-of-mind cancellation rights may not apply.

21. Relationship With Statutory Rights

Nothing in this policy limits any legal right that cannot lawfully be excluded.

In particular, nothing in this policy removes liability for goods that are:

• faulty;
• not of satisfactory quality;
• not fit for their intended purpose where legally applicable;
• not as described; or
• otherwise non-conforming under applicable consumer law.

Terms attempting to exclude responsibility for faulty or misdescribed goods cannot be enforced against consumers. GOV.UK

22. Contacting Us

To request assistance with a return, fault, repair, adjustment or other product issue, please contact:

contact@dhwatchmods.com

Please include your order number and enough information for us to identify and investigate the issue.