Refund policy

Last updated: 18th September 2026

This policy is provided by DEPOT WIDE LTD trading as 3O1 Watches, company number 16623929, for direct consumer purchases of Elements and our other current and future physical watch ranges and accessories. It works alongside our Terms of Service. Mandatory rights take priority over any inconsistent wording.

Returns, cancellations and warranty email: support@3o1watches.com.

Parcel-returns address: 412 Birmingham Road, Sutton Coldfield, England, B72 1YJ

Address for written cancellation notices: DEPOT WIDE LTD trading as 3O1 Watches, 412 Birmingham Road, Sutton Coldfield, England, B72 1YJ, United Kingdom.

Please use the stated returns address for parcels rather than assuming the registered office accepts goods. Contact us for practical shipping help, but our reply, approval or an authorisation number is not a condition of exercising a statutory right. Administrative delay by us must not prejudice your rights.

1. Three different kinds of protection

Changing your mind: for an ordinary cancellable distance purchase, notify us within the 14-day cancellation period described below, then send the goods back within the following 14 days unless we offer collection.

Faulty or misdescribed goods: consumer law provides separate remedies. These do not end simply because a change-of-mind period has expired.

Additional watch warranty: new 3O1 watches bought directly from us carry the one-year commercial warranty described below and in our Terms of Service. It does not replace or shorten statutory rights.

2. Cancelling because you changed your mind

Unless the genuine personalisation exception in section 6 applies, you may cancel from the time of ordering until the end of 14 days after the day you, or a nominated recipient other than the carrier, receives the goods. You do not have to give a reason.

For multiple goods in one order delivered separately, the period runs from receipt of the last goods. For one item supplied in several lots or pieces, it runs from receipt of the final lot or piece. Any statutory extension caused by our failure to supply required cancellation information remains available.

Send a clear cancellation statement to support@3o1watches.com or the correspondence address above, or contact us through another available contact method. Include enough information for us to identify the order. You can use the model form at the end of this policy, but it is optional. Sending your cancellation communication before the period expires is sufficient; you do not have to await acceptance.

Any cancellation button or online function provided on the store is an additional route, not the only permitted one. We acknowledge electronically submitted cancellations in a form you can retain without undue delay. Refusing a parcel or failing to collect it is not always a clear cancellation, so please also tell us your intention.

We also offer this 14-day cancellation framework contractually to consumers in overseas destinations to which we accept direct orders. Stronger mandatory local rights continue to apply. This is not a statement that UK law alone determines every overseas purchase.

3. Returning a cancelled order

Unless we have offered collection, send the goods to the returns address without undue delay and within 14 days after telling us you cancel. Posting them before that deadline meets the timing requirement.

For a change-of-mind return, you pay the direct return shipping cost, including an international return where applicable, unless we promised free returns or did not properly inform you before purchase that you would bear that cost. For a valid faulty, damaged or incorrectly supplied order, we pay the reasonable return costs the law requires.

Package the watch securely. Return the supplied accessories, components, spare or removed bracelet links and documents that belong with it. Original packaging is helpful but is not an absolute condition of a statutory return. Keep evidence of posting; an appropriate tracked service is recommended rather than made compulsory in every case. Contact us before purchasing an unusually expensive return service where we are responsible for the cost.

Do not include unrelated possessions. For an unsafe or damaged product, contact us for safe return instructions rather than sending it through an unsuitable postal service.

4. Inspection, use and diminished value

You may inspect a watch as reasonably necessary to establish its nature, characteristics and functioning, broadly as you could in a shop. Trying it on carefully is different from wearing it to an event, swimming with it or causing avoidable scratches. Excessive handling does not automatically extinguish cancellation, but can reduce a lawful refund.

Where the law permits, we may deduct an actual loss in value caused by handling beyond necessary inspection. We will explain and reasonably evidence a deduction. We do not apply a fixed restocking fee, a routine percentage deduction or an automatic “protective film removed, no return” rule.

Missing parts, avoidable damage or damage to presentation packaging may be relevant to value, but only a lawful and proportionate deduction can be made. If we failed to provide the legally required cancellation information, the statutory restriction on handling deductions applies. These handling rules do not excuse a defect that was our responsibility.

5. Cancellation refunds

We refund the amount paid for the cancelled goods, subject to any lawful diminished-value deduction. For cancellation of the whole order, we also refund the price of our least expensive generally available standard delivery option. We do not have to refund the extra cost of a premium service you chose. A partial cancellation is assessed against the delivery charges attributable to that part and applicable law, without an invented retrospective delivery penalty.

Unless we offered collection, we refund without undue delay and no later than 14 days after the earlier of receiving the returned goods or receiving evidence that you sent them back. We may withhold reimbursement until that earlier event. Where we offered collection, or the goods have not been dispatched, the applicable deadline is no later than 14 days after you notify cancellation.

Refunds use the original payment method unless you expressly agree otherwise. There is no refund fee and we do not substitute compulsory store credit. We refund the amount actually paid after discounts, not a higher previous price. A payment provider's posting time may affect when a refund appears, but does not extend our deadline to initiate it. Contact us if a refund we confirmed cannot be located.

6. Personalisation, standard variants and serial numbers

The statutory change-of-mind right normally does not apply to goods genuinely made to your individual specifications or clearly personalised, such as a watch engraved specifically for you. We will identify this before purchase. Faulty-goods and misdescription rights remain, including where we fail to follow the agreed engraving instructions.

A normal catalogue model, standard dial colour, pre-order, limited edition or ordinarily allocated serial number does not by itself make a watch personalised. Routine adjustment of removable bracelet links does not automatically make a standard watch non-returnable. A genuinely bespoke engraving or number request will be explained before purchase rather than treating all serial-numbered watches as custom products.

Contact us immediately to request changes to genuine personalisation. Where no statutory cancellation right applies, we will explain whether we can agree to the request and any reasonable terms before proceeding. We do not automatically retain all advance payments regardless of the actual circumstances and law.

7. Faulty, damaged, wrong or misdescribed goods

Contact support@3o1watches.com with the issue, reasonable proof of purchase and the order, model or serial reference where available. Photographs can help. There is no compulsory unboxing video, original receipt or original-box requirement, and no automatic 24-hour or 48-hour claim deadline. We may inspect reasonably to identify the fault and remedy.

For UK consumers, a qualifying lack of conformity normally gives a short-term right to reject within 30 days after the relevant statutory conditions are met, usually delivery. You do not have to accept a repair instead of an available short-term rejection right. Agreeing to repair or replacement during that period triggers the applicable statutory pause and extension rules.

Where repair or replacement is the applicable remedy, you may require one or the other subject to the rules on impossibility and disproportionate cost. We must bear necessary costs and act within a reasonable time without significant inconvenience. If the statutory conditions are met, including an unsuccessful repair or replacement or failure to act appropriately, you may be entitled to a price reduction or final rejection and refund. Repeated repair attempts are not automatically mandatory.

For remedies to which the UK six-month presumption applies, a fault appearing within six months is presumed to have existed at delivery unless the contrary is established or that presumption is incompatible with the goods or fault. Later claims are assessed under the applicable evidence rules, not automatically refused after six months or one year.

A refund due following UK statutory rejection is made without undue delay and within 14 days after we agree you are entitled to it. A lawful deduction for use can apply to a final rejection in some circumstances, but not to a watch finally rejected within the first six months under the applicable rule. The original payment method is used unless you expressly agree otherwise, without a refund fee.

Discounted goods and genuinely personalised goods retain applicable quality and description rights. An expressly disclosed specific defect can affect a claim about that same defect, but does not waive rights concerning an unrelated fault. Additional remedies and mandatory local rights remain available.

8. Our additional one-year watch warranty

Guarantor: DEPOT WIDE LTD trading as 3O1 Watches, company 16623929, registered office 412 Birmingham Road, Sutton Coldfield, England, B72 1YJ, United Kingdom. Contact support@3o1watches.com.

All new 3O1 watches bought directly from us under our current Terms of Service carry a one-year warranty from original delivery, or a longer period expressly promised for that model. It covers defects in materials or workmanship in the watch as supplied, including defective movement or other supplied components. It applies across Elements and our other ranges and to accepted delivery destinations. The purchaser or original gift recipient can claim with reasonable evidence of purchase. Registration or marketing consent is not required.

Covered defects are assessed and repaired or replaced without charge, subject to any statutory right to a different remedy. We pay reasonable necessary transport costs, including from an originally accepted overseas destination, using a method we arrange or reasonably agree. If a covered defect cannot be remedied within a reasonable time without significant inconvenience, we offer an appropriate refund or another agreed remedy.

The warranty does not cover loss, theft, routine servicing, ordinary cosmetic wear or damage to the extent caused by an accident, misuse or disregard of reasonable model-specific instructions. It does not exclude inadequate durability or a supplied defect merely by labelling it wear. Glass, bracelet, crown and water-related claims are not all automatically excluded. An unrelated manufacturing defect is not automatically disqualified by work carried out by someone else.

Water-use claims are assessed against the actual model, its advertised capability, instructions and the cause of the problem. Not every range necessarily has the same water-resistance rating. We do not use care wording to withdraw an expressly advertised suitability or excuse faulty seals.

A discontinued or limited-edition model will not be replaced with a materially different design or specification without your agreement. We will discuss repair, an agreed alternative or the remedy due. A remedy does not permit breach of an advertised production cap.

A repair or replacement carries at least the remainder of the original warranty, plus any further period required by law or expressly promised. A new serial reference will be documented where necessary. Out-of-warranty chargeable work requires your agreement to a clear quote. Separate accessories retain statutory rights and any additional guarantee expressly offered for them.

9. Serial checks and genuine claims

Every 3O1 watch has a serial reference. We may compare the watch, dispatch record, supplied documents and repair history to identify it and investigate a material mismatch. Please do not intentionally alter identification marks or substitute another watch.

A missing, damaged or changed number is not automatic proof of fraud or a reason to reject a claim where identity and entitlement can reasonably be established otherwise. An authorised replacement may have a different number. Any adverse finding will be explained with a fair opportunity to clarify. No automatic fine or forfeiture of an otherwise valid refund is imposed.

A serial reference is not a public ownership register or, on its own, proof of authenticity. Customer-linked serial records are handled under our Privacy policy.

10. Gifts, exchanges and overseas returns

The cancellation period normally runs from delivery to the purchaser or nominated recipient, not the date a present is opened. There is no automatic extension for a birthday, wedding or holiday unless we expressly offer one. The original gift recipient benefits from the additional watch warranty. Refunds ordinarily go back to the original payment method, not automatically to the recipient.

A change-of-mind exchange can be discussed subject to stock and any price difference; it is not a compulsory replacement for a refund right. A refund and fresh order may be used by agreement without removing statutory remedies.

For overseas returns, request the practical customs instructions and accurately describe the parcel as returned merchandise where appropriate. Taxes or charges paid directly to an authority or carrier may need to be reclaimed from that recipient; we will assist with reasonable documents. We remain liable for sums we must repay. No fixed customs or restocking penalty applies automatically, and stronger local consumer rights are preserved.

11. Complaints

Email support@3o1watches.com or write to the registered office with the issue and outcome sought. Our service aim is to acknowledge complaints within two working days and give a substantive response within 14 calendar days, or explain the investigation and next update. These aims do not extend legal refund or remedy deadlines. The dispute-resolution provisions in our Terms of Service also apply without restricting your right to seek advice, complain to a regulator or use an available court.