Returns & Refund Policy

At Stalder & Reid, we want you to be confident in your purchase. We offer a 30-day returns policy for eligible items, in addition to your statutory rights under UK consumer law.

This policy explains how to return an item, the conditions that apply, who is responsible for return costs and how refunds are processed.

30-Day Returns

You may request a return within 30 days of receiving your order.

To qualify for a return under our 30-day returns policy, the watch must be:

• unworn and unused;
• in its original condition;
• returned with its original brand packaging;
• returned with all manuals, documentation, warranty cards and accessories supplied with it;
• returned with any original tags, protective films or seals still intact where applicable; and
• accompanied by proof of purchase or the relevant Stalder & Reid order number.

Please take reasonable care when examining a watch. We may reduce a refund where handling beyond what would reasonably be permitted when examining an item has resulted in a reduction in its value. This does not affect your statutory rights.

How to Start a Return

Before sending an item back, please contact Stalder & Reid Client Services:

Email: clientservices@stalderandreid.com

Please include:

• your full name;
• your order number;
• the watch you wish to return; and
• the reason for the return.

Client Services will provide the appropriate return instructions and return address. Please do not send a return to us without first contacting Client Services.

Returns are accepted by post or courier only. Stalder & Reid offices are not open to the public and we do not accept in-person returns.

Return Postage

Change-of-Mind Returns

If you are returning an item because you have changed your mind, you are responsible for the cost of returning the item to us.

We strongly recommend using a tracked and appropriately insured delivery service, particularly because watches may be high-value items. You are responsible for the return until it is received by the authorised return location provided by Client Services.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, not as described or different from the item you ordered, please contact Client Services before returning it.

Where the return is due to an error for which Stalder & Reid is responsible, we will provide or reimburse reasonable return postage costs as appropriate.

We may ask you to provide photographs or other information to help us assess the issue and arrange the most appropriate next step.

Restocking Fees

Stalder & Reid does not charge a restocking fee for eligible returns.

Refunds

Once your return has been received, it will be inspected to confirm that it meets the applicable return conditions.

If approved, your refund will be issued to the original payment method.

We will process refunds without undue delay and, where UK statutory cancellation rights apply, no later than 14 days after we receive the returned goods or acceptable evidence that they have been sent back, whichever is earlier.

Your bank, card issuer or payment provider may require additional time to display the refund after it has been processed by us.

Original Delivery Charges

Standard UK Delivery is free, so there is no standard outbound delivery charge to refund.

If you selected Express Delivery at £12.90 and later exercise a change-of-mind return after receiving your order, the additional Express Delivery charge is not refundable beyond the amount equivalent to our standard delivery service, which is free.

Where an item is faulty, damaged, incorrect or not as described, applicable delivery costs will be handled in accordance with your statutory rights.

Your Right to Cancel an Online Order

UK consumers purchasing online generally have a statutory right to cancel an eligible order without giving a reason.

You may notify us that you wish to cancel within 14 days of receiving the goods. After notifying us, you normally have a further 14 days to return the goods.

Our voluntary 30-day returns policy gives eligible customers additional time to request a return, but it does not replace or restrict any rights provided by law.

Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact Stalder & Reid Client Services as soon as possible.

If cancellation is possible before dispatch, we will cancel the order and refund the amount paid, including any delivery charge paid for that order.

Most orders are dispatched within 24–48 hours following payment and address verification, so we cannot guarantee that a cancellation request will reach us before processing or dispatch.

If your order has already been dispatched, you may return it in accordance with this policy and your statutory rights.

Faulty or Misdescribed Goods

Your rights in relation to faulty goods are separate from our voluntary change-of-mind returns policy.

Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described. If a watch does not meet these requirements, you may have statutory rights to a refund, repair or replacement, depending on the circumstances and the length of time since delivery.

UK law provides consumers with a short-term right to reject qualifying faulty goods within 30 days and obtain a refund.

Nothing in this Returns & Refund Policy limits or excludes your statutory rights.

Sale and Promotional Items

Watches purchased at a reduced price or as part of a genuine promotion are subject to the same statutory consumer rights as full-price items.

Eligible sale items may also be returned under our 30-day returns policy unless a specific lawful exception has been clearly stated before purchase.

Returns That May Be Refused

Outside your statutory rights, we may refuse a return under our voluntary 30-day returns policy where an item:

• has been worn or used;
• has been altered, resized, engraved or modified after purchase;
• has been damaged after delivery;
• is missing original packaging, documentation, accessories or supplied components;
• has had protective films, tags or seals removed in circumstances that materially affect its resale condition; or
• is returned outside the applicable return period without prior agreement.

These conditions do not remove any rights you may have where the goods are faulty, damaged, not as described or otherwise fail to meet applicable legal requirements.

Late or Missing Refunds

If we have confirmed that your refund has been processed but it has not yet appeared in your account, please first allow the processing time normally required by your bank, card issuer or payment provider.

If you still believe a refund is missing, please contact Stalder & Reid Client Services with your order number.

Contact Us

For questions about a return, cancellation or refund, please contact:

Stalder & Reid Client Services
Email: clientservices@stalderandreid.com

Client Services hours:
Monday to Thursday: 8am–4pm London time
Friday: 9am–3pm London time
Saturday and Sunday: Closed

We are also closed on UK public holidays. Orders and enquiries received during public holidays will be processed on the next business day.

Last updated: August 2026