Watches without bespoke features
We want you to be completely satisfied with your Harold Pinchbeck watch. If, for any reason, you are unhappy with any aspect of your watch, we will exchange, rectify or replace it at no charge to you as the original customer, provided the watch is returned to our Lincoln office within 90 days of delivery. This includes changing such items as the dial, hands and strap; it is also possible to exchange the watch for another from our range subject to payment or refund of any difference.
Alternatively, if the watch is returned to us in re-saleable condition within 90 days of delivery, we will refund the price paid for the watch itself, to you as the original customer, less the delivery charge and any discount. Any refund will be made less:
The cost of return shipping to ourselves.
Any non-standard elements that are not re-saleable including engraving on any part of the watch, personally engraved plaques (and associated presentation boxes), and specially commissioned straps*.
The cost of rectifying any wear and tear or damage, including scratches.
Refunds are made within seven days of receipt using the original payment method, e.g. credit/debit card or bank transfer.
*While no refunds can be made in respect of personally engraved plaques and the associated presentation boxes, and specially commissioned straps, these items are, of course, the property of the customer and may be retained by them.
Please contact us before returning any watch. Watches returned under this policy must be securely packed and returned at the customer's expense to our Lincoln office. We strongly recommend the use of a signed-for and insured service such as Royal Mail Special Delivery, as we cannot be held responsible for any loss or damage in transit. Please include a note detailing your name and address, telephone and email details, and the reason for return.
Returning watches from outside the UK
Please contact us by email before returning any watch, whether bespoke or otherwise, from outside the UK, and we will advise you on the correct procedure. It’s important to do this correctly, as otherwise customs and duty charges may be applied, and we cannot accept responsibility for these charges, nor can we take delivery of watches when such charges are payable.
Because these watches are individually made to order, the 90-day guarantee does not apply, although we will, of course, work with you to ensure your complete satisfaction. We ask for a deposit to secure your order, and this is not refundable as certain parts that cannot be re-used will be made immediately. The balance is payable on collection, or immediately before delivery.
Returning watches to customers
When we return watches to customers within the UK we bear the cost of shipping by Royal Mail Special Delivery. When returning watches to overseas customers we will bear the cost of the least expensive shipping method; however, at the customer's request and upon payment of any difference we will send by an alternative service. We cannot take responsibility for any taxes or duties that may be payable in overseas countries.