Refund policy

RETURNS, REFUNDS & WARRANTY POLICY

At LBJ Watches, we are committed to a transparent and fair process. This policy outlines your rights for returns and the protections provided by our comprehensive warranty.

1. RETURNS: DISTANCE & OFF-PREMISES SALES

In accordance with UK Consumer Contracts Regulations, we offer a 14-day cooling-off period for watches purchased remotely (via our website or phone) and delivered to you.

  • The Window: You must notify us of your intent to return within 14 days of receiving the goods.

  • In-Store & Personal Delivery: We do not offer a 14-day money-back guarantee for goods inspected and purchased physically at our Hatton Garden showroom or personally delivered by our team. In these instances, you have been provided a fair opportunity to inspect and "try on" the asset.

  • Condition Requirement: To be eligible for a full refund, the watch must be returned in the exact condition it was received. This includes all original packaging, tags, seals, certificates, and accessories.

2. THE INSPECTION & REFUND PROCESS

To protect the integrity of our inventory, every return undergoes a forensic technical inspection.

  • Verification: We video-record the unboxing and technical inspection of every return to document its condition. We check for mechanical tampering, component substitution, and aesthetic wear.

  • Timeline: Please allow 3 business days for the technical inspection and up to 14 days from the date of approval for the funds to reach your original payment method.

  • The Admin Fee: A £100 administration and restocking fee will be deducted from all non-faulty returns to cover the cost of re-authentication, insurance, and administrative processing. This fee does not apply to the refund of website deposits or faulty goods.

3. BUYER RESPONSIBILITY

  • Costs: Return shipping and insurance are the sole responsibility of the Buyer, unless the item is proven faulty. We strongly recommend using a fully insured, tracked service.

  • Documentation: We advise all clients to photograph and video-record the watch and its packaging immediately prior to dispatching a return.

4. FAULTY GOODS & REPAIRS

  • Initial 14 Days: If a watch is found to have a genuine manufacturing or mechanical fault within 14 days of purchase, it can be returned for a full refund or repair.

  • After 14 Days: If a fault develops after the initial period but within the warranty term, LBJ Watches will, at our discretion, repair the timepiece or replace it with a like-for-like model.

  • Third-Party Voidance: CRITICAL: If the case back is opened, or if the watch is worked on by any third party other than LBJ Watches or the original manufacturer, the warranty and return policy are immediately void.

5. THE LBJ 12-MONTH WARRANTY

If your watch is no longer covered by the original manufacturer’s warranty, it automatically benefits from the LBJ Watches 12-Month Limited Warranty.

  • Scope: This covers mechanical only.

  • Exclusions: Our warranty does not cover:

    • General wear and tear (scratches to case/bracelet).

    • Perishable items (leather or rubber straps).

    • Damage caused by misuse, accidental impact, or improper care.

    • Water damage beyond the manufacturer’s original depth recommendations.

    • Aftermarket modifications (e.g., custom bezels or gem-setting).

  • Non-Transferable: This warranty is issued to the original purchaser and cannot be transferred.

6. HOW TO START A RETURN

To report a fault or begin a return, email contact@lbjwatches.co.uk with your order number and clear photographic/video evidence of the issue.