Returns & Refunds
Private client services
Returns
& Refunds
Clear guidance, personal service and the details that matter. Part of your Prestige Watch client care.
Effective 27 October 2026 · Existing orders retain their agreed terms.
01 / Returns & refunds
A considered decision.
A clear return process.
We accept qualifying change-of-mind returns when you notify us within three calendar days of receipt and dispatch the approved return within fourteen calendar days of receipt.
For an approved hold-for-pickup shipment, receipt means the date you or your authorized recipient actually collect the parcel. The day after collection is day one. The date the carrier first holds the parcel is not the start of this return period. You must still collect within the carrier’s stated holding period.
Which orders qualify?
This voluntary policy applies to standard watch purchases made directly from Prestige Watch, including agreed private offers and purchases paid in instalments, unless a lawful, specific exclusion was clearly disclosed and agreed before payment. A deposit does not start the return period; receipt of the watch does. Any bespoke, engraved or other final-sale arrangement must be separately identified before you commit. Merely sourcing an existing reference does not automatically make it bespoke or non-returnable. Purchases through another marketplace follow the applicable marketplace terms and mandatory law.
Notify us within three days
Send your order number and a clear statement that you wish to return the watch through your client account or to support@prestigewatch.com. Please do not wait until day fourteen to notify us. The timestamp of your message records your notice; a delay in our reply does not invalidate timely notice.
We will provide return authorization, packing instructions, the return address and an approved insured shipping arrangement. Do not send a parcel to a website address or a previous shipping address without instructions. If our instructions or label arrive too late for timely dispatch, we will provide a reasonable written extension. An authorization helps us handle your parcel; it is not a condition for exercising a mandatory legal cancellation right.
Keep the seal intact and the watch unchanged
- The Prestige Watch security or tamper-evident seal must remain attached, intact and unaltered.
- The watch must show no wear, damage or deterioration beyond its documented condition at dispatch. For pre-owned watches, existing disclosed wear is not new customer wear.
- Do not wear, resize, adjust the bracelet, engrave, polish, service or open the watch. Do not remove protective films or tags supplied as part of its return condition.
- Return all supplied boxes, documents, warranty cards, links, straps, tools, accessories and gifts in the condition received.
You may carefully unpack and visually inspect the watch while preserving the seal and its condition. Opening the shipping carton alone does not break the watch’s security seal. If you believe an operational check requires altering a seal or protective film, contact us first.
A broken seal, missing items or additional wear may make a change-of-mind return ineligible under this voluntary policy. We will explain any decision and the supporting condition findings. These conditions do not automatically defeat a claim for a fault or other statutory remedy.
Dispatch by day fourteen
Hand the securely packed return to the approved carrier by the end of the fourteenth calendar day after receipt, following our insured-return instructions. Retain the dated acceptance receipt and tracking number. Creating a label is not dispatch. A return handed over on time does not become late because the carrier takes longer to deliver it.
Calculated on the returned watch’s purchase price actually paid, after discounts and excluding tax and shipping—not its list price and not only the deposit.
The disclosed insured outbound shipping cost and approved insured return shipping cost, charged once each.
We provide an itemized refund calculation. A shipping amount already retained will not be deducted twice. If outbound shipping was advertised as free, we will recover a return-related outbound cost only if that amount or a clear calculation was disclosed before purchase and recovery is lawful. Tax is adjusted as required. We do not add an undisclosed card-processing fee.
Example: a $20,000 watch has a $600 restocking fee. If disclosed outbound shipping is $150 and insured return shipping is $150, the watch-price refund is $19,100 before any tax adjustment. If return shipping was paid separately, that same $150 is not deducted again.
Inspection and refund
We inspect the returned watch against its serial/reference information, seal, accessories, condition photographs and recorded tests. We will communicate the outcome and any proposed deduction. Approved refunds go back to the original payment method; verified bank details are required for a wire refund. Split payments are reconciled against the original transactions. We do not substitute store credit without your agreement where a monetary refund is owed.
We inspect returns promptly and initiate approved refunds without unnecessary delay, within the deadline required by applicable law. We will keep you informed if a specific issue requires further investigation; inspection does not extend a statutory refund deadline. Banks and payment providers may take additional processing time to display the credit. An exchange is subject to availability and is handled as an agreed return and replacement purchase.
If something is wrong with the watch
Contact us promptly if the watch is faulty, arrives damaged, is the wrong item or materially differs from the agreed description. Preserve the packaging and share useful photographs or details. For a confirmed qualifying claim of this kind, we do not charge the 3% restocking fee or outbound/return shipping charges; we arrange an appropriate return and remedy. The available remedy may include repair, replacement or refund depending on the circumstances and applicable law.
The three-day notification rule and intact-seal condition for change-of-mind returns do not shorten mandatory faulty-goods rights. A later-discovered fault is not automatically excluded. Our internal test results form part of the evidence and do not, by themselves, prove that a claim is invalid.
Where mandatory consumer rights apply
Our voluntary conditions do not replace rights provided by law. In particular, where UK or EU distance-selling withdrawal rights apply, you generally have fourteen days after receipt to notify cancellation and a further fourteen days to send the goods back. We will not impose our three-day notice requirement, a flat restocking fee, or a blanket seal-based refusal on such a statutory withdrawal.
Where required, we refund standard outbound delivery. Return transport may be payable by you only as permitted by law and disclosed before purchase. Any lawful diminished-value deduction must relate to handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Required refund timing and any permitted withholding pending return or evidence of dispatch follow the applicable rules. Nothing in these policies limits mandatory remedies for defective or misdescribed goods.
10 / Common questions
The details, at a glance.
Can I wait until day fourteen to decide?
Under our voluntary change-of-mind policy, tell us within three calendar days of receipt, then dispatch by day fourteen. A longer mandatory cancellation period takes priority where it applies.
Can I open the parcel?
Yes. Carefully opening the shipping carton and inspecting the watch does not itself break the watch’s security seal. Preserve that seal, all protective materials and the documented condition.
What if it is a pre-owned watch?
We compare it with the condition documented before shipment. Existing disclosed wear does not count as new wear caused by you.
Does a broken seal always mean no remedy?
No. It can affect eligibility for a voluntary change-of-mind return, but does not automatically remove mandatory cancellation or faulty-goods rights.
When does my return period start at a hold location?
It starts from actual collection by you or your authorized recipient. Count the next calendar day as day one. Collect within the carrier’s holding deadline.
Can you deliver to Walgreens or Walmart?
No. We use approved locations staffed by FedEx or UPS. Retail partner counters, lockers and unstaffed pickup points are excluded.
Where do I send a return?
Contact us first. We provide the return address, authorization and insured shipping instructions for your specific return.
Does paying a deposit reduce the restocking-fee basis?
No. For a qualifying return after delivery, the fee is 3% of the returned watch’s actual purchase price, excluding tax and shipping—not merely 3% of the deposit. Any lawful refund is reconciled against amounts actually paid.