Refund policy

G Jewellers – Returns & Refund Policy

At G Jewellers, our goal is simple: we want you to be completely delighted with your timepiece. We understand that purchasing a luxury watch is a major decision, and we want you to shop with complete peace of mind.

Whether you visit us in our Hatton Garden Arcade showroom or purchase online, here is everything you need to know about our returns process.

1. Online & Remote Orders (14-Day Return Guarantee)

In accordance with the UK Consumer Contracts Regulations, if you purchase a watch online, via phone, or through distance messaging:

14-Day Cooling-Off Period: You have 14 calendar days from the date of delivery to notify us that you wish to return your item for a full refund or exchange.
Returning the Item: Once you have notified us, you have an additional 14 calendar days to ensure the watch arrives safely back at our Hatton Garden showroom.

2. In-Store Purchases (Hatton Garden Boutique)

Because our boutique allows you the opportunity to inspect, try on, and examine the timepiece in person prior to purchasing:

In-store sales are generally considered final.
However, we always endeavour to go above and beyond for our clients. If you have second thoughts, please contact us within 7 days of purchase, and we will happily discuss an exchange or store credit note, provided the watch remains in the exact condition in which it left our shop.

3. Return Conditions (Protecting Your Watch)

Because luxury watches are sensitive, high-value mechanical items, returned watches must meet the following criteria to qualify for a full refund:

Unworn & Unaltered: The watch must be in the exact condition it was delivered/sold. It must not have been worn, sized, polished, or altered in any way.
Security & Tamper Tags Intact: Most timepieces sent via mail will feature an attached security/tamper tag. If this tag has been broken, cut, or removed, the return will not be accepted.
Complete Set: You must return everything provided with the piece, including:
- Original presentation box and outer sleeve
- Manufacturer guarantee cards / paperwork / archive papers
- G Jewellers warranty booklet and invoice
- Spare links, swing tags, user manuals, and protective travel pouches
Accompanying Gifts: Any promotional gifts or complimentary accessories must also be returned.

4. How to Return Your Watch (Step-by-Step)

Get in Touch: Email us at [your email] or give us a call at [your phone number] with your order number to initiate your return request.
Choose How to Return:
- In Person: You are warmly invited to bring the timepiece back to our boutique in Hatton Garden Arcade. Please let us know in advance so our watchmaker or specialist is ready to welcome you.
- By Insured Courier: If posting, the return is the buyer's responsibility until it reaches us safely. We strongly recommend using Royal Mail Special Delivery Guaranteed (with appropriate transit insurance) or a dedicated high-value courier.
Inspection & Authentication:
Once received, our in-house specialists conduct a standard verification inspection to confirm the serial numbers, movement condition, components, and cosmetic condition match our pre-dispatch records. This typically takes 1 to 2 business days.
Your Refund:
Upon successful inspection, your refund will be processed back to the original method of payment within 3 to 5 working days. (Please note that card issuers and banks may take an additional few days to reflect the balance on your account).

5. Exclusions & Custom Orders

Bespoke / Sourced-to-Order Pieces: Timepieces specifically sourced, customized, or modified at your request are non-refundable unless faulty.
Deductions: We reserve the right to make a deduction from the refund if the watch, box, or documentation has suffered handling beyond what is necessary to establish its nature (e.g., handling that diminishes the watch’s resale value).

6. Faulty Items & Our 12-Month Warranty

In the unlikely event that your watch develops a mechanical fault covered by our 12-Month G Jewellers Mechanical Warranty or falls under your statutory rights (Consumer Rights Act 2015):

Please notify us immediately.
We will arrange to inspect the watch and provide a prompt repair, replacement, or full refund depending on the circumstances.

Need Help or Have a Question?

We are an independent boutique that genuinely values our relationships with our clients. If you ever have an issue or a question, don't hesitate to reach out: