1. Our Approach
At Time 2 London, every timepiece is individually authenticated, photographed, and described in detail before being listed. We take great care to ensure that what you receive matches exactly what is described on the site.
We understand that purchasing a luxury watch is a significant decision. Our returns policy is designed to be fair and transparent, while reflecting the nature of high-value pre-owned goods.
2. Your 14-Day Right to Return
If you are a consumer ordering from within the UK, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to return your watch for any reason within 14 days of the day you (or someone you nominate) receive it, without needing to give us a justification. This right is separate from, and in addition to, the rest of this Return Policy.
To exercise this right, select "Request a Refund" on your order before the 14-day period expires, following the process in "How to Request a Return" below. You must then send the watch back to us without undue delay and in any event no later than 14 days after submitting your request. We will refund the full price you paid, including standard delivery costs (if any), within 14 days of receiving the returned watch, or of you providing evidence that you have sent it back, whichever is earlier. You are responsible for the cost of returning the watch, including shipping and insurance, unless it is proven to be faulty (see Section 3).
We may deduct from your refund an amount reflecting any reduction in the watch's value caused by handling beyond what is reasonably necessary to establish its nature, characteristics, and functioning — broadly, the kind of handling you could expect to do in a shop. A watch that has been worn beyond this, serviced, resized, or altered will incur a deduction reflecting its reduced value.
3. Returns for Faulty Items
Separately from your 14-day right to return above, if your watch arrives faulty, you can return it for a full refund. To report an issue, follow "How to Request a Return" below and upload photographic or video evidence. Once we have reviewed your evidence and confirmed the fault, we will cover the cost of returning the watch.
4. Other Returns and Condition Requirements
Outside of your 14-day right to return and the faulty-goods rights above, we ask that any returned watch be sent back with all original packaging, boxes, papers, tags, straps, bracelets, and accessories included. Items that have been serviced, sized, or altered after purchase (other than as arranged with us to resolve a fault) will incur a deduction from your refund reflecting their reduced resale value, in line with Section 2, though your statutory rights above are unaffected.
Watches sold as Unworn will only be accepted for return if they are sent back exactly as they were sold, with every sticker that came on the watch still in place and not removed. This does not apply if the watch is not as stated in its listing or has a fault.
5. How to Request a Return
To begin the process, log in to your account, navigate to your order history, and select "Request a Refund" on the relevant order. This option becomes available once your order has been delivered.
For claims involving a damaged, incorrect, or misdescribed item, photographic or video evidence must be uploaded at the time of submission. Do not return any item without first receiving an approval from us. Unauthorised returns will not be accepted.
6. Return Shipping
Where we have confirmed that the watch is faulty, we will cover the cost of return shipping and insurance, and send you return instructions by email. The watch must be packaged securely, using the original packaging where possible.
For all other returns, you are responsible for the cost of return postage and insurance. The watch must be returned in full retail condition, in line with Sections 2 and 4. Return instructions including our address will be provided by email upon approval.
You are responsible for the safe return of the item until it is received by us. Any damage incurred during return transit due to inadequate packaging may affect your refund.
7. Inspection & Refund Processing
Upon receipt of your return, our team will inspect the watch and all accompanying items. We will notify you of the outcome by email.
If approved, a refund will be issued to your original payment method, calculated in accordance with Sections 2 and 4 above.
8. Refund Outcomes
Once your return has been approved and sent back to us, it will be inspected. If, on inspection, we find an issue with the condition of the returned item (for example, handling or wear beyond what is reasonably necessary to examine it), we will issue a reduced refund reflecting that issue rather than the full amount, in line with Sections 2 and 4 above. We will notify you by email with the outcome and next steps.
9. Authenticity Disputes
If you believe the watch you received is not authentic, please contact us promptly at contact@time2london.com with photographs and a written description of your concerns. We take all authenticity disputes seriously and will work with you to resolve the matter.
10. Exchanges
We do not offer direct exchanges. If you wish to purchase a different timepiece, please initiate a return for the original item (subject to eligibility) and place a new order separately.
11. Contact
For any questions about our return policy, please contact us at contact@time2london.com.