Returns & Refunds
This page summarises how cancellations, returns, faulty-goods claims and watch warranty claims are handled. It should be read with our Terms and Conditions. Nothing on this page reduces your statutory rights.
Distance-sale change of mind
If you are a consumer and your eligible purchase was concluded entirely online, by telephone, WhatsApp or email, you normally have 14 days after receiving the Product to tell us that you wish to cancel. You do not need to give a reason.
A purchase can remain a distance sale if it was agreed and paid remotely before you collected it from our shop. If you only reserved the Product and then inspected, agreed and paid for it in our shop, our in-store policy applies instead.
How to cancel
Use the online cancellation function on this page, email info@watchandbullion.com, or send us a WhatsApp message on +350 540 11079. Identify yourself and the order or invoice, and state clearly that you wish to cancel.
After notifying us, wait for our secure return instructions. You must send the Product back without undue delay and no later than 14 days after giving notice.
Cancel an online purchase
Submit this form to give W&B a dated cancellation notice. You will receive an immediate email acknowledgement. Do not send the Product until we provide secure return instructions.
Return transport
For a change-of-mind cancellation, you pay the cost of fully insured return transport. We may arrange an approved courier and private insurance at your cost. Package the Product securely, retain evidence of dispatch, and follow all carrier, insurance and customs instructions.
For a valid faulty-goods claim or approved W&B warranty claim, W&B arranges or pays the approved necessary transport. Do not commission a repair or return a high-value Product without our written approval.
Condition and inspection
You may inspect a Product only as reasonably necessary to establish its nature, characteristics and functioning. All returns are inspected against the documented condition and contents at dispatch.
W&B may deduct any reduction in value caused by wear, scratches, damage, missing items, removed protective stickers or handling beyond what is reasonably necessary. The deduction may extend up to the full purchase price where the Product’s value has been reduced accordingly.
A return is invalid if a different Product is sent back, components have been substituted or there has been deliberate tampering. Return every box, paper, spare link and accessory supplied with the Product.
Refunds
Where required by law, we refund the Product price and any amount paid for our standard insured outbound delivery. Where standard delivery and insurance were included in the purchase price, we do not deduct those outbound costs from a change-of-mind cancellation refund. If the customer expressly chose a premium delivery option above our available standard service, the additional cost of that choice is not refundable. This does not affect any lawful deduction for diminished value or the customer’s responsibility for change-of-mind return transport.
Refunds are made without undue delay and normally within seven working days after inspection, subject always to the statutory deadline. They are normally returned through the original payment method where possible and in the same currency and numerical amount received.
For an XMoney-funded transaction, W&B receives GBP. Any refund is therefore based on the GBP amount received, not the quantity or later value of cryptocurrency used by the customer.
Import duties and refused delivery
International delivery is made with destination duties and taxes unpaid. Import duties, sales taxes and customs-clearance charges are the recipient’s responsibility.
If you refuse delivery, do not complete customs clearance or stop communicating and the Product is returned, W&B may wait until it is safely received and all charges are known. To the extent permitted by law, actual documented return transport, storage, customs and reasonable administration costs caused by that failure may be deducted from the refund.
Charges paid directly to customs or a courier were not received by W&B and are not automatically refunded by us. You must apply to the relevant authority for any available repayment. We will provide reasonable supporting documents.
Purchases completed in our shop
There is no automatic change-of-mind return for a purchase agreed and completed in our Gibraltar shop. After inspection, W&B may offer an exchange or store credit at its discretion. Statutory remedies for faulty or misdescribed Products remain unaffected.
Faulty or misdescribed Products
If a Product is faulty, misdescribed or does not conform to the contract, contact us promptly by email or WhatsApp. We will assess it and provide the remedy required by applicable law. A consumer will not be required to accept store credit instead of a remedy to which they are legally entitled.
W&B watch warranty
Every watch sold to a retail customer has at least 12 months of warranty cover from delivery or collection. If a manufacturer warranty has fewer than 12 months remaining, W&B covers the balance needed to provide 12 months in total. The W&B warranty is personal to the original retail purchaser and is not transferable.
The warranty covers mechanical and electronic faults affecting the movement or stated functions during normal use. It excludes normal battery depletion, fair wear and tear, cosmetic wear, scratches, strap deterioration, bracelet stretch, ordinary clasp or seal wear, theft, loss, accidental damage, impact, misuse, neglect, water damage from an excluded cause, and unapproved opening, alteration or repair.
Contact W&B before any inspection or repair. W&B controls and pays for approved repairs and necessary insured transport. We may use an approved watchmaker in your country. Third-party work requires our prior written approval.
Where a repair quote or invoice is excessive, unapproved or cannot be verified, or W&B has reasonable concerns about the integrity of a claim, we may arrange insured return of the watch. After documentation and inspection, W&B may end the sale and refund the full watch purchase price rather than repair and return the watch. This additional warranty does not reduce statutory rights.
Water resistance
All watches are pressure-tested before sale, but water resistance is not the same as waterproofing and can change. No dated certificate or continuing guarantee of the manufacturer’s original depth rating is supplied unless expressly stated.
Water resistance is not guaranteed for vintage watches, and swimming with them is not recommended. Water ingress caused by an open crown or valve, improper operation of pushers, exceeding stated limits, impact, misuse or failure to follow care instructions is excluded from the W&B warranty.
Contact
Watch and Bullion
Business name registration number 10253
Unit 1/6E, Grand Casemates Arcade, Gibraltar
Email: info@watchandbullion.com
Telephone: +350 200 77010
WhatsApp: +350 540 11079
Last updated: 7 September 2026
