Returns Policy

1. Overview

Haus Jewellers is committed to transparency and fairness. We offer a 14-day return period on eligible purchases. This policy sets out the conditions under which returns are accepted and the steps required to initiate one.

As a consumer purchasing at a distance (online), you have the right to cancel your order within 14 days of delivery without providing a reason, subject to the eligibility conditions in this policy. Your statutory rights are not affected by this policy.

2. Return Eligibility

To be eligible for a return and refund, the item must meet all of the following conditions:

• The item is unused, unworn, and in its original condition — exactly as dispatched
• The Haus Jewellers security tag remains attached and intact (see Section 3)
• All original packaging, boxes, pouches, straps, and accompanying documents (authenticity certificate, guarantee cards, service papers) are included
• The item has not been sized, adjusted, engraved, or modified in any way after receipt
• The serial number on the item matches our dispatch records exactly
• The return is requested within the 14-day window from the date of delivery

3. Haus Jewellers Security Tag

All watches and jewellery dispatched by Haus Jewellers are fitted with a tamper-evident security tag attached to the case or bracelet. This tag:

• Confirms the item is in the exact condition described at point of sale
• Cannot be reattached once removed
• Must remain in place for the item to be eligible for return

We recommend inspecting the item carefully with the tag in place before deciding to keep it. The tag does not prevent you from opening the box, examining the watch, testing the crown, winding mechanism, or any other function — it only prevents the watch from being worn.

4. How to Return

5. Key Timeframes

• You must notify us of your intention to return within 14 days of the delivery date
• Once authorised, you must dispatch the item within 14 days of receiving your RAN
• We will inspect the item within 5 working days of receipt
• Approved refunds will be processed within 14 calendar days of us receiving the return

The 14-day window begins on the day after delivery, not the day of purchase. Returns received after the 14-day notification window will not be accepted.

6. Return Costs

Change of mind returns

If you are returning an item because you have changed your mind, the cost of return postage is your responsibility. You must use a fully insured, tracked service appropriate for the value of the item. We strongly recommend using a service insured for the full retail value.

Haus Jewellers accepts no liability for items lost or damaged in transit on return journeys arranged by the buyer.

Faulty or mis-described items

If the item is being returned due to a genuine fault or a significant discrepancy from its description, we will cover all reasonable return postage costs and arrange collection or provide a prepaid returns label.

7. Refunds

Once an item has been received, inspected, and approved for return:

• Refunds are issued to the original payment method only — we do not issue cash refunds, bank transfers to different accounts, or store credit unless agreed in writing
• The refund will include the standard delivery cost you paid; premium delivery upgrades are non-refundable
• We do not charge a restocking fee
• If the item is returned in a condition that has diminished its value (e.g. scratches, marks, missing accessories), we reserve the right to make a reasonable deduction from the refund to reflect that diminishment
• Refunds are processed within 14 calendar days of us confirming acceptance of the return

8. Faulty or Mis-described Items

If your item arrives damaged, faulty, or significantly different from how it was described on our website, please contact us within 30 days of delivery. You are entitled to a full refund, repair, or replacement — at your choice.

Please provide:

• Your order number
• A clear description of the fault or discrepancy
• Photographs clearly showing the issue

In cases of genuine fault, we will cover all return postage and the security tag condition does not apply — we will still accept the return and issue a full refund including delivery costs.

Beyond 30 days but within 6 months, we are entitled to attempt repair or replacement before offering a refund. After 6 months, you will need to demonstrate the fault was present at the time of purchase.

9. Fraudulent Returns

Haus Jewellers takes fraudulent return activity seriously. The following measures are in place on every order:

• Pre-dispatch photography: every item is photographed in full before dispatch, including the dial, case, bracelet, serial number, and tag position. These images are time-stamped and retained
• Serial number verification: the serial number of every returned item is checked against our dispatch records. Any mismatch will result in the return being refused and the matter referred to the appropriate authorities
• Condition comparison: our team compares the returned item against pre-dispatch photographs and condition notes. Any new marks, scratches, or signs of wear will be documented and deducted from or used to deny the refund
• Tag verification: the security tag is examined on receipt. Any evidence of tampering or reattachment results in automatic refusal of the return
• Bracelet sizing check: we note and record whether the bracelet has been adjusted; any sizing performed after delivery makes the item non-returnable

10. Exceptions — Items Not Eligible for Return

The following items cannot be returned under our standard returns policy:

• Items from which the Haus Jewellers security tag has been removed
• Items that have been worn, used, or show signs of wear beyond normal inspection
• Items that have been sized, adjusted, engraved, or modified after delivery
• Bespoke or custom-made items created to your specification (e.g. bespoke engagement rings)
• Items returned after the 14-day window without prior agreement from Haus Jewellers
• Items sent back without a Returns Authorisation Number
• Bullion — due to live spot pricing, bullion purchases are not eligible for cancellation under Regulation 28(1)(c) of the Consumer Contracts Regulations. Bullion delivered in a damaged or incorrect condition remains covered by your statutory rights

None of the above exceptions affect your statutory rights in cases of genuine fault or mis-description.

11. Contact

To initiate a return or for any questions about this policy, please contact our returns team:

We aim to respond to all return requests within 2 working days. For urgent matters, please call us directly.