Returns and Exchanges Policy

At Watchlyx we want you to be completely happy with your purchase. This policy explains your legal right to cancel, how to return an item, and how refunds work. Nothing in this policy limits or replaces your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your 14-day right to cancel

If you are a consumer in the UK, you have the legal right to cancel your order for any reason within 14 days of the day you (or someone you nominate) receive your item. You do not need to give a reason.

To cancel, simply tell us within that 14-day period. The easiest way is through our Returns Portal, but you can also email us at info@watchlyx.com or use the model cancellation form at the bottom of this page. You then have 14 days from telling us to send the item back.

When you cancel under this right:

• We will refund the full price of the item plus our standard delivery charge (if you paid one). If you chose a more expensive delivery option, we refund the cost of standard delivery.
• Your refund will be made within 14 days of the day we receive the item back (in practice we usually process refunds within 72 hours of inspection), to your original payment method.
• You are responsible for the cost of returning the item to us, using a service of your choice. We strongly recommend a tracked and insured service, as the item remains your responsibility until it reaches us.
• No restocking fee applies to cancellations made under this legal right.
• You may inspect the item as you would in a shop. If its value has been reduced by handling beyond what is needed to establish its nature, characteristics and functioning (for example, signs of wear, removed protective seals or missing packaging), we may deduct an amount reflecting that reduction from your refund, as the law allows.

How to return an item

All returns are sent to our returns centre in the United Kingdom, so there are no international postage costs or customs delays for UK customers.

Please start your return through our Returns Portal. The portal gives you an RMA number that lets us identify your parcel and process your refund quickly, and provides the full return address. If you cancel by email instead, we will reply promptly with the return address and instructions – a cancellation notified within the 14-day period is always valid either way.

Please include a copy of your invoice or packing slip, and where possible your RMA number, so we can match the parcel to your order without delay.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or is not what you ordered, the above does not apply – you have separate rights under the Consumer Rights Act 2015:

• Within 30 days of delivery you have the short-term right to reject the item for a full refund.
• After 30 days you are entitled to a repair or replacement, and if that fails, a price reduction or a final right to reject.
• For faulty, damaged or incorrect items we pay the return postage and no deductions or fees of any kind apply.

Please contact us first through the Returns Portal or at info@watchlyx.com so we can arrange the return with you.

Exchanges and returns outside the 14-day period

Beyond your legal cancellation period, we may still accept returns or exchanges as a goodwill gesture, provided the item is unworn, in its original packaging, with all packing materials, blank warranty cards, manuals and accessories, and its plastic seals and tags intact. Goodwill returns require a valid RMA number from the Returns Portal and are subject to a 10% restocking fee, which will be deducted from your refund. This section does not apply to cancellations within your legal 14-day period or to faulty items.

Items that cannot be returned

Customised, engraved or specially modified items cannot be returned under the 14-day cancellation right, as the law exempts goods made to your specification. This will always be indicated at the time of purchase. Your statutory rights in respect of faulty goods still apply in full to these items.

Cancelling before dispatch

If you contact us before your order has been dispatched, we will cancel it and issue a full refund to your original payment method, with no fees of any kind.

Lost items

If your order appears lost in transit, contact us and we will work with the carrier to locate it. If an item is confirmed lost, we will offer you a full refund or a replacement, whichever you prefer (replacement subject to stock).

Chargebacks

If you open a chargeback or payment dispute with your bank while a return is in progress, we have to pause our own returns process until the dispute is resolved, because your bank takes over the investigation of the payment. This does not affect your statutory rights. We would always encourage you to contact us first – our team can usually resolve issues faster than a bank dispute can.

Complaints

If you are unhappy with how we have handled anything, our Complaints Policy explains how to raise it and how quickly we will respond.

Model cancellation form

To exercise your 14-day right to cancel, you can (but do not have to) copy and email the following to info@watchlyx.com:

To Watchlyx: I hereby give notice that I cancel my contract of sale of the following goods: [description]. Ordered on [date] / received on [date]. Name of consumer: [name]. Address of consumer: [address]. Order number: [number]. Date: [date].