RETURNS & REFUNDS

If you are a UK consumer purchasing online, you normally have the right to cancel your order without providing a reason.

You must tell us that you wish to cancel within 14 days of receiving your order. After notifying us, you have a further 14 days to return the watch.

To request a cancellation or return, email dial24@timevault.ltd with:

• Your full name
• Order number
• The watch being returned
• Your reason for contacting us, although a reason is not required for a change-of-mind cancellation

If your order has not yet been dispatched, we will try to cancel it before shipment. If it has already been dispatched, you will need to follow the returns process below.

Returned watches must include everything supplied with the order, including the box, paperwork, tags, spare links, accessories and any other accompanying items.

You may inspect and try on the watch in the same way you reasonably would in a shop. Please do not wear it for general use, remove protective stickers, resize or alter the bracelet, damage it, or allow it to become scratched or marked.

We may make a reasonable deduction from the refund if the watch or its accompanying items have lost value because they have been handled beyond what was necessary to inspect them.

Any existing wear, marks or imperfections on a pre-owned watch will be described before purchase. A return will not be refused simply because a pre-owned watch has the condition clearly disclosed in its listing.

Contact us before sending anything back. We will confirm the correct return address and provide the relevant return instructions.

Return address:

The Old Vicarage Cheadle Road, Draycott, Stoke-On-Trent, England, ST11 9RQ

Because watches can be high-value items, returns should be securely packaged and sent using a tracked, signed-for and adequately insured delivery service.

For change-of-mind returns, you are responsible for the direct return-delivery cost. The watch remains your responsibility until it has been safely delivered to us.

Please do not send a watch using an uninsured service or leave identifying information about the contents visible on the outside of the parcel.

All returned watches will be inspected after arrival. This may include checking the watch, serial number, condition, box, paperwork, bracelet links, accessories and security markings against our dispatch records.

We will contact you if anything is missing, damaged, altered or materially different from the condition in which it was supplied.

Once an eligible return has been received and inspected, we will confirm whether the refund has been approved.

Approved refunds will be made to the original payment method. We will process the refund within 14 days of receiving the returned goods, although your bank or payment provider may take additional time to display it in your account.

For a valid cancellation of an online order, we will also refund the cost of our least expensive standard delivery option. Any additional amount paid for express, timed or enhanced delivery is not normally refundable.

We do not charge a restocking fee. However, we may make a lawful deduction where the returned goods have lost value through unnecessary or excessive handling.

Please contact us as soon as possible if your watch arrives faulty, damaged, incorrect or materially different from its description.

Email dial24@timevault.ltd with your order number, a description of the issue and clear photographs or videos where appropriate.

Where a watch is faulty, damaged or incorrectly described, your statutory rights may entitle you to a refund, repair or replacement. Dial 24 will cover reasonable return costs where the return is due to our error or a qualifying fault.

Damage caused after delivery through accidental damage, misuse, unauthorised repairs, improper handling, impact, moisture exposure beyond the watch’s stated resistance, or normal wear and tear is not treated as an inherent fault.

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or other applicable consumer legislation.

Please inspect your parcel and watch shortly after delivery. If the parcel appears damaged or tampered with, photograph it before opening whenever possible.

Report delivery damage or missing contents to dial24@timevault.ltd as soon as reasonably possible. Keep all packaging while we investigate the issue.

Your statutory rights are not affected if you are unable to report the issue immediately.

The standard change-of-mind cancellation right may not apply to items that have been made to your specifications or clearly personalised.

This exception does not remove your rights if an item is faulty, not as described or does not meet the agreed specification.

A watch sourced for you is not automatically excluded from returns merely because we located it following your request. We will clearly explain before purchase if a particular order is personalised or custom-made and whether any cancellation exception applies.

If you would like to exchange a watch, contact us before returning it. Exchanges depend on availability and may be processed as a return and a new order.

Any difference in price must be paid before a replacement is dispatched. If the replacement costs less, the eligible difference will be refunded to the original payment method.

Subject to your statutory rights, we may be unable to accept a change-of-mind return for:

• A watch made to your specifications or clearly personalised
• An item that has been altered or damaged after delivery
• An item returned without essential components supplied with it
• A purchase made in person where no separate return agreement was offered

These restrictions do not apply where goods are faulty, incorrectly described or otherwise fail to meet your statutory rights.

This returns policy applies to customers purchasing goods from Dial 24. It does not govern transactions where you sell or trade a watch to us.

Separate terms will apply to watch purchases, part exchanges and valuations conducted by Dial 24.

For cancellations, returns or refund enquiries, contact:

Dial 24
Operated by Time Vault Ltd
Email: dial24@timevault.ltd
Registered Office Address: The Old Vicarage Cheadle Road, Draycott, Stoke-On-Trent, England, ST11 9RQ

Please include your order number whenever possible so we can locate your purchase quickly.