Refund policy

Last updated: September 2026

Two separate rights: please read both

You have two distinct protections when you buy from us, and it's worth understanding the difference. First, your statutory right to cancel under UK law, which applies to almost any online purchase regardless of what any retailer's policy says. Second, our own 30-day returns policy, which is a goodwill benefit we offer on top of your legal rights, not instead of them. Neither reduces the other.

1. Your statutory right to cancel (14 days)

Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason, with no need to give one, within 14 days of receiving your goods. To cancel, tell us before that period ends — an email to return@everlywatches.com with your order number is enough. You then have a further 14 days from telling us to send the goods back. We'll refund you, including the standard delivery cost you originally paid, within 14 days of receiving the goods back (or of you providing proof you've sent them, if earlier).

2. Our 30-day returns policy (goodwill, on top of your legal rights)

We also give you 30 days from the date of delivery to return an unused item in its original packaging, with tags and protective film intact, for a full refund. This simply extends your window beyond the statutory 14 days described above — it doesn't replace it, and it doesn't limit your rights over faulty goods described in section 3 below.

3. Faulty, damaged, or incorrect items — a different set of rights

If your watch arrives faulty, damaged, or not what you ordered, this is governed by the Consumer Rights Act 2015, and these rights exist independently of our 30-day policy above and don't expire alongside it. This applies whether or not Everly Watches is the manufacturer of the item — see the note below.

• Within 30 days of delivery — the short-term right to reject: you're entitled to a full refund or a replacement. (We don't offer in-house repairs, so we'll always move straight to a replacement or refund rather than attempting a repair.)
• After 30 days, up to 6 months — where the watch is covered by a manufacturer's warranty, we'll coordinate a repair or replacement with the manufacturer or supplier on your behalf at no cost to you; if there's no applicable manufacturer warranty, or the manufacturer's process doesn't resolve the fault within a reasonable time, we'll step in directly with a replacement, full refund, or price reduction. Either way, we — not the manufacturer — remain responsible for making this right.
• After 6 months — you may still have rights, but the law requires you to show the fault was present when the item was delivered, rather than us having to disprove it.

Contact return@everlywatches.com with your order number and a description of the issue (a photo helps). For faulty, damaged, or incorrect items, we cover return postage — you will not be asked to pay for returning an item that's our error.

3a. Buying from a retailer, not the manufacturer

Everly Watches sells watches that we don't manufacture ourselves. This doesn't change your rights: under the Consumer Rights Act 2015, your contract is with us as the retailer, not with the manufacturer, so we are legally responsible to you for putting things right if an item is faulty — the same as any UK retailer selling third-party brands, including large ones like Amazon and Argos, whose own policies work the same way. Where a watch also comes with a manufacturer's warranty or guarantee, that's an additional benefit on top of your rights against us — it never replaces or reduces them, and you're welcome to contact us first even if a manufacturer warranty exists; we won't redirect you to "contact the manufacturer" as a way of avoiding our own responsibility.

4. Return shipping — change of mind vs. our error

For a change-of-mind return under sections 1 or 2 above, [EVERLY TO CONFIRM: state here whether the customer pays return postage, or whether you're offering free returns — see "Return and cancellation rules" in your Shopify settings, which controls this]. We recommend sending change-of-mind returns via a tracked service, since we can't refund an item that doesn't reach us. For faulty, damaged, or incorrect items (section 3), we cover reasonable return postage in full — never at your cost.

5. Condition of items you're returning

For a change-of-mind return, items should be unworn, unused, and returned with all original packaging, the watch box, and any authenticity cards or accessories. Briefly trying a watch on to check fit and appearance is fine — the same way you would in a shop — but wearing it for an extended period, or returning it visibly worn, scratched, or altered beyond that, may mean we can only offer a partial refund reflecting the reduction in value. This doesn't apply to faulty or damaged items, which are covered in full under section 3 regardless of condition.

6. Smart watches and connected devices

Before returning a smart watch for a change-of-mind refund, please sign out of any paired account, remove it from any companion app, disable any activation lock, and perform a factory reset to clear your personal data. We ask this to protect your data and so we can safely resell or process the return — it doesn't affect your right to return the item, and a smart watch that's faulty is still fully covered under section 3 even if these steps weren't completed.

7. Refunds

Once we've received and checked your return, we'll confirm the outcome and refund your original payment method within 14 days — usually faster. Your bank or card provider may take 5–10 working days to show the funds in your account after that.

8. Exchanges

We don't currently offer direct exchanges. Return your original item under the process above for a refund, then place a new order for the item you'd prefer.

9. Refused or undeliverable parcels

If a parcel is refused at the door or returned to us as undeliverable through no fault of ours (for example, an incorrect address given at checkout), we'll refund the item once it's back with us, minus the original delivery cost and any return shipping charge the courier applies, unless the item was faulty or the address error was ours.

10. How to start a return

Email return@everlywatches.com with your order number and which item you're returning and why. We'll confirm the return address and next steps within 2 working days. [EVERLY TO CONFIRM: a dedicated returns address should be added here once you've decided one — do not publish a returns address that hasn't been confirmed.]

Contact

Everly Watches, 339 East Park Road, Leicester, LE5 5HL, United Kingdom. Email: return@everlywatches.com.