top of page

Refund Policy

Returns, Refunds and Cancellation Policy


Last updated: 20 July 2026


1. About this policy


This Returns, Refunds and Cancellation Policy explains how you can cancel an order, return a product or request a refund from Juszt Watches.


Juszt Watches is operated by: Juszt Watches Ltd

Company number: 17296372 16 Bath Road Felixstowe Suffolk IP11 7JW United Kingdom

Email: info@jusztwatches.com


This policy applies to products purchased from the Juszt Watches website.


Nothing in this policy limits or excludes any rights you have under applicable consumer law.


2. Cancelling an order before dispatch


You may request cancellation of an order before it has been dispatched by emailing: info@jusztwatches.com


Please include:

  1. your full name;

  2. your order number;

  3. the email address used to place the order; and

  4. a clear statement that you wish to cancel the order.

We will try to stop the order before dispatch. However, we cannot guarantee that an order can be stopped once it has entered our packing or dispatch process.


If the order has already been dispatched, you can still exercise your right to cancel by following the change-of-mind returns process below.


Orders for engraved, bespoke or clearly personalised products may not be cancellable once work has started. This does not affect your rights if the product is faulty, damaged, misdescribed or not fit for purpose.


3. Change-of-mind cancellations


When you buy a product online, you normally have the right to cancel your order without giving a reason.


You must inform us that you wish to cancel within 14 days beginning on the day after you, or someone nominated by you, receives the product.


If products from the same order are delivered on different days, the cancellation period normally begins on the day after the last product is received.


After notifying us that you wish to cancel, you then have a further 14 days in which to return the product.


You do not have to use any particular wording or give a reason, provided that you make a clear statement that you wish to cancel. UK distance-selling rules require customers to be informed of this right; failing to provide the required information can substantially extend the cancellation period. (GOV.UK)


To cancel, email: info@jusztwatches.com

Please include your name and order number so that we can identify your order.


4. Condition of change-of-mind returns


You may examine a watch in the same way that you reasonably could in a physical shop. This normally includes carefully removing it from its presentation box and trying it on briefly on a clean, dry wrist.


You are responsible for taking reasonable care of the product while it is in your possession.


For a full change-of-mind refund, the watch should be returned with:


  1. its original box and presentation packaging;

  2. all bracelet links;

  3. straps and accessories;

  4. instruction manuals;

  5. warranty cards and certificates;

  6. tags and protective materials;

  7. any promotional items or free gifts supplied with the order; and

  8. any other items originally included with the product.

The serial number and other product identifiers must match the item we supplied.


You should not wear or use the watch beyond what is reasonably necessary to inspect it. Actions that may reduce the product's value include:

  1. wearing the watch for an extended period;

  2. wearing it outdoors;

  3. scratching or marking the case, bracelet, crystal, clasp or strap;

  4. creasing or marking a leather strap;

  5. exposing the watch to water, moisture, cosmetics, perfume or chemicals;

  6. removing or damaging protective films;

  7. resizing or altering the bracelet without returning all removed links;

  8. engraving or otherwise altering the watch;

  9. attempting a repair;

  10. opening the watch case; or

  11. allowing an unauthorised third party to work on the watch.

We will not automatically refuse a change-of-mind return simply because packaging has been opened or the watch has been inspected. However, we may make a reasonable and proportionate deduction from the refund if your handling has reduced the product's value beyond what would normally be permitted in a shop. Customers are legally entitled to inspect online purchases, but deductions may be possible for use or damage beyond reasonable inspection. (GOV.UK)


5. Products that cannot normally be returned for a change of mind


The statutory change-of-mind cancellation right may not apply to products that have been made to your specifications or are clearly personalised.


This may include:

  1. engraved watches;

  2. watches carrying a personalised inscription;

  3. bespoke products;

  4. specially commissioned products; or

  5. products altered specifically for you in a way that makes them clearly personalised.

Where this exception applies, we will make this clear before you place the order.


A product does not lose its protection against faults merely because it has been personalised. You may still have legal remedies if a personalised product is faulty, damaged, misdescribed or not made in accordance with the agreed specification. Personalised and custom-made products are among the recognised exceptions to ordinary online change-of-mind returns. (GOV.UK)


Standard discounted, promotional or sale products are not excluded merely because they were sold at a reduced price. They retain the same statutory rights as products bought at full price. (GOV.UK)


6. How to return a product


Before sending a product back, please email: info@jusztwatches.com


Please provide:

  1. your name;

  2. your order number;

  3. the product being returned;

  4. whether the return is a change-of-mind cancellation or concerns a fault, damage or incorrect item; and

  5. photographs where the product arrived damaged, appears faulty or is not the item ordered.

We will respond with return instructions and, where appropriate, a return reference.


Unless we provide a different return address, returns should be sent to:

Returns Department

Juszt Watches Ltd, 16 Bath Road, Felixstowe, Suffolk, IP11 7JW, United Kingdom


Please do not send payment-card details or passwords with your return.


The product must be packaged securely. Watches should be placed in their presentation box and protected inside suitable external packaging.


Because watches can be valuable, we strongly recommend using a tracked, signed-for and adequately insured delivery service. Please retain your proof of posting and tracking information.


Contacting us before returning a product helps us process it correctly, but it does not remove or restrict your statutory cancellation or consumer rights.


7. Return delivery costs


7.1 Change-of-mind returns


You are responsible for the direct cost of returning a product when you cancel because you have changed your mind.


We do not normally reimburse change-of-mind return-postage or insurance costs.


You must have been informed before purchase that you would be responsible for the direct return cost. This policy is intended to provide that information.


7.2 Faulty, damaged or incorrect products


If a product is faulty, damaged when delivered, misdescribed or not the product you ordered, Juszt Watches will normally:


provide an appropriate return method; or

reimburse reasonable return-postage costs agreed with us in advance.


Please contact us before arranging an expensive or specialist courier service. We may not reimburse costs that are unnecessarily high where a reasonable return method was available.


8. Refunds for change-of-mind cancellations


Once a valid change-of-mind cancellation has been made, we will refund:


the price paid for the returned product; and

where the entire order is cancelled, the cost of our least expensive standard delivery option.


If you selected an enhanced delivery service, such as express, next-day or nominated-day delivery, we are not required to refund the additional amount above the cost of standard delivery.


For a partial return, any refund of the original delivery charge will be determined according to whether that delivery charge would still have been payable for the products you keep.


We may withhold the refund until:

  1. we have received the returned product; or

  2. you provide evidence that you have sent it back, whichever occurs first.


The refund will be made without undue delay and normally no later than 14 days after the relevant return or evidence has been received.


Refunds will normally be made to the original payment method. We will not impose a refund-processing or restocking fee. UK rules require reimbursement using the original payment method unless the customer expressly agrees otherwise, and prohibit refund fees. (Legislation.gov.uk)


Your bank, card issuer or payment provider may take additional time to display the refund after we have processed it.


9. Deductions from change-of-mind refunds


We may make a reasonable deduction where the value of a returned product has been reduced because it was handled beyond what was necessary to establish its nature, characteristics and functioning.


A deduction may be appropriate where, for example:

  1. the watch has been worn rather than merely tried on;

  2. the watch, strap, bracelet, clasp or crystal has been scratched or marked;

  3. a leather strap has become creased or stained;

  4. parts, links, accessories or documentation are missing;

  5. presentation packaging has been damaged beyond what was necessary to inspect the product;

  6. protective films have been removed and this has materially affected resale value;

  7. the watch has been exposed to water or other substances;

  8. the product has been altered or resized; or

  9. the product has otherwise been damaged while in your possession.

Any deduction will be based on the actual reduction in value. It will not be used as an automatic penalty or restocking charge.


Where possible, we will explain the reason for and amount of any deduction.


10. Faulty, misdescribed or unsatisfactory products


Products supplied by Juszt Watches must be:

  1. of satisfactory quality;

  2. fit for any particular purpose made known to us;

  3. as described; and

  4. consistent with other legally binding information provided before purchase.


10.1 Faults reported within 30 days


If a product does not meet the required legal standards, you may have a short-term right to reject it within 30 days and receive a refund.


The statutory 30-day period generally starts once ownership or possession has transferred, the product has been delivered and any required installation or similar action has been completed. (Legislation.gov.uk)


We may need to inspect the watch to confirm the reported problem and determine whether it results from an inherent fault rather than accidental damage, misuse or unauthorised alteration.


10.2 Faults reported after 30 days


After the initial 30-day period, you will normally have the right to request a repair or replacement before seeking a refund or price reduction.


A repair or replacement must be provided:

  1. within a reasonable time;

  2. without significant inconvenience; and

  3. without cost to you where the legal requirements are met.

If repair or replacement is impossible, unsuccessful, not completed within a reasonable time or would cause significant inconvenience, you may have the right to:

  1. keep the product and receive an appropriate price reduction; or

  2. reject the product and receive a refund.

UK consumer law provides a short-term right to reject and, after that, repair or replacement remedies followed in appropriate cases by a price reduction or final rejection. (Legislation.gov.uk)


10.3 Faults arising within the first six months


Where a fault becomes apparent during the first six months after delivery, it is generally presumed to have been present when the product was supplied unless:

  1. we can demonstrate otherwise; or

  2. that presumption would be inconsistent with the nature of the product or fault.

After six months, you may be asked to provide evidence that the fault was present, or had an underlying cause that was present, when the product was supplied. (Legislation.gov.uk)


In England and Wales, a consumer may potentially bring a contractual claim for up to six years. This is a legal limitation period and does not mean that every watch is guaranteed to last for six years or that every problem arising during that period is automatically a manufacturing fault. (GOV.UK)


11. Problems that are not normally product faults


A statutory fault remedy may not apply where the problem was caused by:

  1. accidental impact or damage;

  2. misuse or neglect;

  3. ordinary wear and tear;

  4. failure to follow the manufacturer's instructions;

  5. water exposure beyond the stated water-resistance rating;

  6. operating the crown or buttons underwater where this is not permitted;

  7. failure to secure a screw-down crown;

  8. unauthorised repairs, alterations or case opening;

  9. damage caused by incorrect bracelet or strap adjustment;

  10. depleted batteries resulting from normal use;

  11. theft or loss; or

  12. damage occurring after the product was delivered to you.

However, these exclusions will not apply where the damage or failure was caused by an underlying defect, an inaccurate description or a failure by the product to meet a representation made by Juszt Watches.


We will assess each claim on its individual facts.


12. Manufacturer warranties


Some watches may be supplied with a manufacturer's or distributor's warranty.


The warranty period, coverage, exclusions and claim process may differ between brands. Relevant warranty information should be supplied with the product or shown on the applicable product page.


A manufacturer's warranty is provided in addition to your statutory consumer rights. The expiry of a warranty does not automatically remove any legal remedy you may have against Juszt Watches. (GOV.UK)


Please see our separate Warranty and Repairs Policy for further information.


13. Products damaged during delivery


Please inspect your order as soon as reasonably possible after delivery.


If the package or product appears damaged, contact: info@jusztwatches.com


Please provide your order number and, where possible, clear photographs of:

  1. the external delivery packaging;

  2. the shipping label;

  3. the presentation box;

  4. the damaged product; and

  5. any other affected contents.

You should contact us promptly so that we can investigate with the courier. However, failing to report the damage within a very short voluntary period does not automatically remove your statutory rights.


Where we arrange delivery, the product generally remains at our risk until it comes into the physical possession of you or a person you identified to receive it. (Legislation.gov.uk)


Do not dispose of damaged packaging until we confirm that it is no longer needed for the investigation.


14. Incorrect or missing products


If you receive:

  1. the wrong watch;

  2. the wrong colour, size, strap or model;

  3. an incomplete product;

  4. missing accessories; or

  5. fewer products than you ordered, please contact info@jusztwatches.com as soon as possible.

We will investigate and, as appropriate, arrange:

  1. delivery of the correct or missing product;

  2. a replacement;

  3. collection or return of the incorrect product; or

  4. a refund.

Juszt Watches will bear reasonable return costs where we supplied the wrong product.


15. Lost deliveries


If an order has not arrived by the estimated delivery date, please contact info@jusztwatches.com.


We will investigate the delivery with the courier. Where Juszt Watches selected the courier, responsibility for dealing with a lost parcel remains with Juszt Watches rather than being transferred to the customer merely because the parcel has entered the courier's network. Goods generally remain at the trader's risk until received by the customer or their nominated recipient. (Legislation.gov.uk)


A different rule may apply if you independently arranged a carrier that was not offered by Juszt Watches.


16. Promotional products, bundles and free gifts


Where a returned product formed part of a promotional bundle, discount or multi-buy offer, the refund may be recalculated to reflect the products you keep.


Any free gift supplied because of the purchase should also be returned.


If a free gift is not returned or has been used beyond reasonable inspection, we may deduct its reasonable value from the refund where legally permitted.


Any deduction will be explained and will not affect your statutory rights concerning faulty goods.


17. Exchanges


We may offer an exchange where stock is available, but an exchange is not guaranteed.


Where a change-of-mind exchange is unavailable, you may return the eligible product for a refund and place a new order.


Your right to an appropriate replacement for faulty goods is separate from any voluntary exchange service and is not restricted by this section.


18. Proof of purchase


We may request reasonable evidence that the product was purchased from Juszt Watches.


Evidence may include:

  1. an order-confirmation email;

  2. an order number;

  3. a receipt;

  4. a bank or payment-provider record; or

  5. another document showing the purchase.

A paper receipt is not the only acceptable form of proof of purchase. Government guidance confirms that other evidence, such as a bank statement or packaging, may be sufficient. (GOV.UK)


19. Refunds to another person or payment method


Refunds will normally be issued to the original payment method used for the order.


For fraud-prevention and payment-security reasons, we will not normally issue a refund:

  1. to a different card;

  2. to a different bank account;

  3. to a person who did not make the payment; or

  4. in cash where the original payment was made electronically.

Where the original payment method is no longer available, please contact us. Any alternative arrangement must be agreed and may require identity or payment verification.


20. Optional cancellation form


You may use the following form to cancel an eligible online order, although you do not have to use it.


An email or other clear statement is also acceptable.


Model Cancellation Form


To: Juszt Watches Ltd, 16 Bath Road, Felixstowe, Suffolk, IP11 7JW, United Kingdom

Email: info@jusztwatches.com


I/We hereby give notice that I/We cancel my/our contract of sale for the following product or products:


Product or products:

Order number:

Ordered on:

Received on:

Name of customer:

Address of customer:

Signature of customer, if this form is sent on paper:

Date:


Delete "I" or "We" as appropriate.


21. Contact us


Questions about cancellations, returns or refunds should be sent to:


Email: info@jusztwatches.com

Post: Juszt Watches Ltd, 16 Bath Road, Felixstowe, Suffolk, IP11 7JW, United Kingdom


Please do not send a watch to us until you have checked the return instructions in this policy or contacted us for assistance.

bottom of page