Refund policy

Returns & Exchanges

Roberts Watchmakers Returns Policy

If you are not completely satisfied with your purchase you can return it to us for a refund or exchange within 14 days of receipt. Returned items need to be in the original condition and packaging, and must not have been worn or show any signs of wear and tear. Refunds will be issued on receipt of the returned goods (minus shipping)

If you are requesting an exchange, please be aware that there will be a wait for the new watch to be sent out. This is because all watches are built to order.

Please ensure all items are returned using a signed for service to confirm receipt. Any items sent without proof of delivery are at the buyers risk

Return postage is at the expense of the buyer

We cannot accept returns when:

You ordered a bespoke or modified watch to your requirements. We are unable to resell due to the nature of a bespoke order. Bespoke orders are final.

All product/s are the full responsibility of the customer until they have arrived back to Roberts Watchmakers. Buyer assumes responsibility for return postage

Handmade Products

As all watches are handmade there can be minor differences in appearance from the photos on our website. 

Returning an item:

If you could please send an email to us at Timroberts@thesurbitonwatchmaker.co.uk notifying us of the return. We will reply with further details on how to complete the returns process.
 
Please allow 14 workings days to process returns. We aim to do this as fast as possible on return but in some circumstances it might take up to 14 working days to process
 
International Customers – Please ensure you mark your goods as returns on customs forms. You are not selling to the UK therefore you should not declare a value. Any customs owed on returns will be deducted from any refund owed

Leather Straps

Leathers can vary slightly in colour from images on the website. Each hide or skin is unique and tanning can vary from one to the other. We aim to ensure as much consistency as possible but this is a natural expectation when working with leather