Returns & Refunds Policy

At Malvère Timepieces, we take pride in the craftsmanship, quality and attention to detail of every timepiece we offer. Customer satisfaction is important to us, and we aim to ensure every purchase meets your expectations.

Please review our Returns & Refunds Policy before placing an order.

1. Returns & Cancellations

We offer a 14-day return period for eligible purchases.

If you wish to cancel your purchase, you must notify us within 14 days of receiving your order. You then have a further 14 days to return the item.

To qualify for a full refund, your timepiece should be returned:

• In its original condition, without signs of wear or damage.

• With its original packaging, accessories and any supplied tools.

• With all original components included, where applicable.

You may inspect and try on your watch as you would in a retail store. However, excessive handling or use that reduces its value may result in a deduction from your refund.

2. Customised & Personalised Orders

Certain Malvère timepieces may be assembled or customised to individual customer specifications.

Where a timepiece is genuinely made to a customer's unique specifications or clearly personalised, it may be exempt from the standard 14-day change-of-mind cancellation period.

This exemption does not apply simply because a watch is assembled to order or selected from standard options.

Customised and personalised items remain covered by your statutory rights if they are faulty, damaged or not as described.

3. How to Request a Return

To initiate a return, please contact our customer support team through our website, providing:

• Your order number.

• Your full name.

• The reason for your return.

• Photographs of the item, where relevant.

Our team will provide the appropriate return instructions and return address.

We recommend using a tracked postal service and securely packaging your timepiece to avoid damage during transit.

4. Return Shipping Costs

For change-of-mind returns, customers are responsible for return postage costs.

If your item arrives faulty, damaged or incorrect, Malvère Timepieces will cover reasonable return shipping costs where required by law.

Please retain your proof of postage until your return has been resolved.

5. Refund Processing

Once your returned timepiece has been received, we will inspect its condition and confirm the outcome of your return.

Approved refunds will be issued to your original payment method.

For cancellations covered by the statutory cooling-off period, refunds will be processed within 14 days of receiving the returned item or receiving evidence that it has been sent back, whichever is earlier.

Where applicable, your refund will include the original standard delivery charge. Additional charges for premium or express delivery options may not be refundable.

Your bank or payment provider may require additional time to display the funds in your account.

6. Faulty, Damaged or Incorrect Items

Every Malvère timepiece is carefully inspected before dispatch. However, if you receive an item that is faulty, damaged or different from your order, please contact us.

We may request photographs or additional information to help us assess the issue.

Under the Consumer Rights Act 2015, customers are entitled to remedies for goods that are faulty, not as described or not of satisfactory quality.

This includes the statutory 30-day right to reject qualifying faulty goods for a refund, and rights to repair, replacement or other remedies where applicable.

Normal wear and tear, accidental damage, misuse and unauthorised modifications are not considered manufacturing defects. This does not affect your statutory rights.

7. Exchanges

If you would prefer to exchange your timepiece for another model or finish, please contact our support team.

Exchanges for non-faulty items are subject to product availability and our returns conditions.

Any price difference between the original and replacement item will be communicated before the exchange is arranged.

8. Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

Where an order is eligible for cancellation, we will process your refund to the original payment method.

Orders that have already been dispatched may need to be returned after delivery.

9. Your Statutory Rights

This policy is provided in accordance with applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Nothing in this policy limits or excludes your statutory consumer rights.

10. Contact Us

For all returns, exchanges and refund enquiries, please contact Malvère Timepieces through the contact form on our official website.

We aim to resolve all enquiries professionally and efficiently, ensuring a positive experience with Malvère Timepieces.