TERMS & CONDITIONS

1. About these terms

These Terms and Conditions apply when you:

• Use the Dial 24 website
• Purchase a watch or another product from us
• Ask us to source a watch
• Request a valuation
• Sell or part-exchange a watch with us
• Contact or otherwise interact with Dial 24

Please read these terms carefully before placing an order or agreeing to a transaction.

Your statutory consumer rights are not affected by these terms.

2. Who we are

Dial 24 is a trading name operated by Time Vault Ltd, a company registered in the United Kingdom.

Business details:

Time Vault Ltd trading as Dial 24
Company number:

Registered Office Address: The Old Vicarage Cheadle Road, Draycott, Stoke-On-Trent, England, ST11 9RQ
Email: dial24@timevault.ltd

References to “Dial 24”, “we”, “us” and “our” mean Time Vault Ltd trading as Dial 24.

References to “you” and “your” mean the customer, website visitor or person selling, part-exchanging or asking us to source a watch.

3. Eligibility

You must be at least 18 years old and legally capable of entering into a binding contract to place an order, use our sourcing service, or sell or part-exchange a watch with us.

By entering into a transaction with Dial 24, you confirm that the information you provide is accurate and that you have the legal capacity and authority to complete the transaction.

4. Information about our watches

We take reasonable care to ensure that product descriptions, photographs, prices and specifications are accurate.

Luxury watches may vary slightly in appearance because of lighting, photography and screen settings.

Pre-owned watches may show signs of previous use. We will describe material wear, damage, alterations and included accessories to the best of our knowledge.

The age, service history, timekeeping, water resistance and remaining manufacturer warranty of a pre-owned watch will only be guaranteed where this is expressly stated in the product description or provided to you in writing.

Unless stated otherwise, boxes, paperwork, tags and accessories are included only where they are specifically shown or listed.

5. Authenticity

Dial 24 is committed to selling authentic watches.

We inspect watches before offering them for sale and take reasonable steps to confirm their identity, condition and authenticity.

Unless expressly stated, Dial 24 is an independent retailer and is not affiliated with, authorised by or endorsed by the watch manufacturers whose products appear on our website.

Manufacturer names and trademarks are used only to identify genuine products.

If you have concerns about the authenticity of a watch purchased from us, contact dial24@timevault.ltd immediately.

6. Placing an order

You are responsible for checking your order, delivery information and contact details before submitting payment.

After placing an order, you should receive an acknowledgement. This confirms that we have received your order but does not necessarily mean that we have accepted it.

A binding contract is formed when we send an order confirmation or dispatch confirmation, unless we expressly agree otherwise in writing.

If we cannot accept your order, we will notify you and refund any payment taken.

Reasons we may be unable to accept an order include:

• The watch is no longer available
• Payment has not been authorised
• We cannot verify the information provided
• We identify a pricing or description error
• Delivery restrictions apply
• Fraud or security checks cannot be completed
• You are not eligible to enter into the transaction

7. Prices and payment

All prices are displayed in pounds sterling unless stated otherwise.

Prices include applicable UK taxes where required. Delivery charges and any other costs will be shown before payment is completed.

We may change prices at any time, but changes will not normally affect an order already accepted.

If a price is clearly incorrect, we may contact you before accepting the order. You may choose to proceed at the correct price or cancel the order for a full refund.

Payment must be made using one of the methods displayed at checkout or otherwise agreed with us in writing.

Payment providers may carry out authorisation, identity and fraud-prevention checks. We are not responsible for a payment being declined by your bank or payment provider.

We will never ask you to send complete payment-card details through WhatsApp, email, social media or a website contact form.

8. Availability

Watches are offered subject to availability.

Because individual pre-owned watches are usually unique items, a watch may sell through another authorised sales channel before the website stock is updated.

If a watch becomes unavailable after you place an order, we will contact you and issue a full refund of any amount paid.

Placing a watch in your basket does not reserve it.

9. Delivery

Available delivery methods, charges and estimates will be displayed at checkout or agreed with you before purchase.

We will deliver to the address provided with your order. You are responsible for ensuring that the address is complete and accurate.

High-value orders may require:

• A signature on delivery
• Identity or address verification
• Delivery to the verified billing address
• Collection from an agreed secure location
• Additional fraud-prevention checks

Delivery estimates are not guaranteed unless we expressly agree to a fixed delivery date.

Unless another delivery period has been agreed, we will deliver your order without undue delay and normally within 30 days after the contract is formed.

10. Missed, delayed or failed delivery

You are responsible for being available to receive the parcel and following any instructions provided by the courier.

If delivery is unsuccessful because incorrect information was supplied or nobody was available to accept the parcel, additional delivery charges may apply where legally permitted.

If your order is delayed, lost or shown as delivered but has not been received, contact us promptly so that we can investigate with the courier.

Please do not arrange an unauthorised courier diversion or request delivery to an unverified third-party address.

11. Risk and ownership

For consumer orders, responsibility for the watch passes to you when it is delivered into your physical possession or the possession of a person you identified to receive it.

Ownership of the watch passes to you once we have received payment in full and delivery has taken place.

Nothing in this section limits rights provided by consumer law.

12. Inspecting your delivery

Please inspect the parcel and watch as soon as reasonably possible after delivery.

If the packaging appears damaged or tampered with, photograph it before opening where possible and retain all packaging.

Contact us promptly if:

• The wrong watch has been delivered
• Anything listed as included is missing
• The watch has been damaged during delivery
• The watch is materially different from its description
• You believe the watch is faulty

A delay in reporting an issue does not remove your statutory rights.

13. Your right to cancel an online order

If you are a UK consumer who purchases online, by telephone or through another distance-selling method, you normally have the right to cancel without providing a reason.

You must tell us that you wish to cancel within 14 days after receiving the goods. After notifying us, you normally have a further 14 days to return them.

You may inspect and try on a watch as you reasonably would in a shop. You should not wear it for general use, remove protective stickers unnecessarily, resize or alter it, damage it, or allow it to become scratched or marked.

We may make a lawful deduction where the value of returned goods has been reduced by handling beyond what was reasonably necessary to inspect them.

Further information is provided in our Returns & Refunds Policy.

14. Returning an order

Contact dial24@timevault.ltd before returning a watch. Include your name, order number and the item you wish to return.

We will provide the correct return address and instructions.

Unless the watch is faulty, damaged, incorrect or not as described, you will normally be responsible for the direct return-delivery cost.

Because watches may be high-value items, returns should be:

• Securely packaged
• Fully tracked
• Signed for
• Adequately insured
• Sent without identifying the contents on the outer packaging

If you arrange the return carrier, the item remains your responsibility until it is safely delivered to us.

All returned items will be inspected and checked against our records and security information.

15. Refunds

Eligible refunds will be made to the original payment method.

For a valid distance-sale cancellation, we will refund the product price and the cost of our least expensive standard delivery option. Additional amounts paid for express or enhanced delivery are not normally refundable.

We will process the refund within the period required by law. Your bank or payment provider may require additional time to display the funds.

We do not charge a restocking fee. We may, however, make a lawful deduction for unnecessary handling that has reduced the value of the watch or accompanying items.

16. Faulty or incorrectly described goods

We are legally required to supply goods that are:

• Of satisfactory quality
• Fit for their intended purpose
• As described

If a watch is faulty, damaged, incorrect or materially different from its description, contact dial24@timevault.ltd.

Depending on the circumstances and applicable law, you may be entitled to a refund, repair, replacement or price reduction.

Normal wear and tear, accidental damage, misuse, unauthorised repairs, improper handling or damage caused after delivery is not considered an inherent fault.

Nothing in these terms limits your rights under the Consumer Rights Act 2015.

17. Manufacturer and additional warranties

A manufacturer warranty is included only where this is stated in the product description or provided to you in writing.

The remaining length and transferability of a manufacturer warranty may depend on the manufacturer’s own terms.

If Dial 24 provides an additional warranty, its duration, coverage and exclusions will be supplied separately.

A warranty is provided in addition to your statutory rights and does not replace them.

18. Water resistance and timekeeping

Water resistance can reduce over time because of age, wear, previous servicing or deterioration of seals.

You should not expose a pre-owned watch to water unless we have expressly confirmed in writing that its water resistance has been tested and stated the applicable rating.

Mechanical watches may gain or lose time within a reasonable tolerance. Any specific timekeeping commitment will be stated in the product description or warranty information.

Damage caused by using a watch beyond its stated water-resistance rating, improper crown operation or accidental impact may not be covered unless an inherent fault is established.

19. Watch sourcing service

A sourcing request allows you to tell us which watch you are looking for. Submitting a request does not require you to purchase a watch and does not guarantee that a suitable watch will be found.

Please provide accurate information about your preferred:

• Brand and model
• Reference number
• Dial and bracelet
• Year
• Condition
• Box and paperwork
• Budget
• Required timescale

Any watch we locate will be subject to availability, inspection and final agreement.

Before you are required to pay, we will provide the relevant description, price, fees, delivery arrangements and any deposit terms.

A sourcing contract is formed only when we confirm the agreement in writing and you accept the stated terms or make the required payment.

An ordinary watch sourced following your request is not automatically excluded from statutory cancellation rights. Any lawful exception for personalised or custom-made goods will be explained before you commit to the order.

20. Sourcing estimates, deposits and fees

Any price or delivery estimate provided during an initial sourcing conversation is indicative unless expressly confirmed in writing.

Market prices and availability can change quickly. We will seek your approval before proceeding at a materially different price.

If a sourcing deposit or separate service fee applies, we will explain:

• The amount
• What it covers
• When it becomes payable
• Whether and when it may be refunded
• What happens if we cannot source the agreed watch
• Any applicable cancellation rights

We will not describe a payment as non-refundable where doing so would unlawfully restrict your consumer rights.

21. Selling a watch to Dial 24

Any initial valuation or offer based on photographs, messages or information supplied remotely is provisional.

A final offer may be made only after we physically inspect the watch, its condition, serial or reference information, box, paperwork and accessories.

By offering a watch to Dial 24, you confirm that:

• You are its legal owner or authorised to sell it
• You are at least 18 years old
• The watch is not stolen or obtained unlawfully
• It is not subject to finance, security or another person’s claim
• The information you provide is complete and accurate
• You have disclosed known faults, damage, repairs and modifications
• You have disclosed any aftermarket or non-original parts
• You have not knowingly provided counterfeit documents or accessories

We may request proof of identity, address, ownership or purchase.

22. Sending a watch to us

Do not send a watch until we have provided instructions.

If you arrange your own delivery, you are responsible for choosing suitable packaging, tracking and insurance. Risk remains with you until the parcel is delivered to us.

If we provide a delivery label or collection service, the applicable insurance, packaging requirements and responsibility for loss will be explained before shipment.

You should retain your tracking information and proof of postage.

Dial 24 will take reasonable care of a watch while it is in our possession.

23. Inspection and revised offers

After inspection, we may:

• Confirm the provisional valuation
• Make a revised offer
• Request additional information
• Decline to purchase the watch

A revised offer may be made if the condition, authenticity, included items or other details differ from the information originally provided.

You may accept or decline a revised offer.

Unless otherwise agreed, you may withdraw before accepting our final offer. Once you accept the final offer and payment is made, ownership transfers to Time Vault Ltd and the transaction cannot normally be reversed without our agreement.

Any inspection, delivery or return charges will be disclosed before you send the watch.

24. Counterfeit, stolen or suspicious watches

We will not knowingly purchase counterfeit, stolen or unlawfully obtained watches.

If we reasonably suspect that a watch or its documentation is counterfeit, stolen, altered or connected to unlawful activity, we may pause the transaction while making appropriate enquiries.

Where legally permitted or required, we may share relevant information with:

• Law-enforcement authorities
• Insurers
• Manufacturers
• Authentication specialists
• Fraud-prevention services
• Other appropriate organisations

We will handle personal information in accordance with our Privacy Policy and applicable law.

25. Part exchanges

Part exchanges are subject to inspection and written agreement.

Any provisional part-exchange value may be changed if the watch’s condition, authenticity, ownership or included items differ from the information supplied.

The agreed value will be applied towards the purchase specified in the part-exchange agreement.

Before completing the transaction, we will explain what happens to the part-exchanged watch if the associated purchase is cancelled or returned.

Your statutory consumer rights relating to the watch purchased from Dial 24 are not affected.

26. Personalised, altered or custom-made items

The standard change-of-mind cancellation right may not apply to goods made to your specifications or clearly personalised.

This may include certain permanent engravings or genuinely bespoke alterations requested by you.

The exception does not apply merely because we sourced an otherwise standard watch following your request.

Any applicable cancellation restriction will be clearly explained before you place the order.

Your rights remain available if personalised or custom-made goods are faulty, not as described or do not meet the agreed specification.

27. Promotions and discount codes

Promotions, discounts and offers may be subject to separate terms.

Unless stated otherwise:

• Promotional codes cannot be exchanged for cash
• Only one code may be used per order
• Codes must be used before their expiry date
• Codes may apply only to selected products
• Discounts cannot normally be applied retrospectively

We may withdraw or correct a promotion where there has been an obvious error, fraud, misuse or technical problem. This will not affect an order already lawfully accepted unless we agree otherwise with you.

28. Accounts and website security

If you create an account, you are responsible for keeping your login details secure.

You must provide accurate information and notify us if you believe somebody has accessed your account without permission.

You must not:

• Attempt to interfere with the website
• Introduce malicious software
• Access restricted systems or information
• Use another person’s identity
• Place fraudulent orders
• Copy or misuse website content
• Use automated systems to scrape the website without permission

We may suspend access where reasonably necessary to protect customers, the website or our business.

29. Intellectual property

The Dial 24 website and its original content, including branding, graphics, photographs, wording and layout, are owned by or licensed to Time Vault Ltd.

You may use the website for personal and lawful purposes.

You must not copy, reproduce, distribute, modify or commercially exploit our content without written permission.

Third-party trademarks remain the property of their respective owners.

30. Third-party services and links

Our website may contain links to third-party websites and services, including payment providers, couriers, WhatsApp, Instagram and other social platforms.

We are not responsible for third-party websites, availability, content or privacy practices.

Your use of a third-party service may also be governed by that provider’s terms and privacy policy.

31. Our responsibility to consumers

We are responsible for losses that are a foreseeable result of our breach of these terms or failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

We do not exclude or limit liability where doing so would be unlawful, including liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Breach of your statutory consumer rights
• Any other liability that cannot legally be excluded

Products sold through the consumer website are intended for personal use. We are not responsible for business losses, loss of profit, loss of revenue or business interruption arising from consumer purchases.

32. Events outside our reasonable control

We are not responsible for delays or failures caused by events outside our reasonable control.

These may include severe weather, courier disruption, strikes, transport failures, supplier disruption, network outages, government action or other unforeseen events.

We will contact you where reasonably possible and take appropriate steps to minimise the effect.

Your statutory rights, including rights relating to serious delivery delays, remain unaffected.

33. Privacy

We use personal information in accordance with our Privacy Policy.

Please read that policy to understand what information we collect, why we use it, who we share it with and your data-protection rights.

34. Changes to these terms

We may update these terms to reflect changes to our services, business practices or legal obligations.

The terms applying to an order will normally be those made available when the order was placed, unless a change is required by law or agreed with you.

The latest version will be displayed on our website with its revision date.

35. Transfer of rights

We may transfer our rights or obligations under a contract to another organisation where this does not reduce your rights.

You may transfer your rights under a contract to another person only where we agree in writing or applicable law permits it.

36. Severability

If a court or relevant authority finds any part of these terms unlawful or unenforceable, the remaining sections will continue to apply.

37. No waiver

If we do not immediately enforce a right under these terms, this does not mean that we have waived that right.

38. Third-party rights

Unless expressly stated otherwise, no person other than you and Time Vault Ltd has the right to enforce these terms.

39. Governing law and jurisdiction

These terms and any contract between you and Dial 24 are governed by the laws of England and Wales.

If you live in Scotland or Northern Ireland, you retain the benefit of any mandatory protections provided by the law where you live and may bring proceedings in your local courts where applicable.

40. Complaints and contact

If you have a question or complaint, contact:

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

Please include your name, order number and a clear explanation of the issue.

We will review the matter and aim to provide a fair response as soon as reasonably possible.

41. Model cancellation form

You may use the following form to cancel an eligible distance-sale contract. You do not have to use this exact form; any clear cancellation statement is acceptable.

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

I hereby give notice that I cancel my contract for the sale of the following goods:

Product:
Order number:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Customer’s signature, if submitted on paper:
Date: