Refund and Returns Policy
Return & Refund Policy
MaxandsohWatches.com
Last Updated: 17 March 2026
We want you to be completely satisfied with your purchase. If you are not happy with your order, this policy sets out your rights and options for returning products and obtaining a refund. Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected by this policy.
1. Your Right to Cancel (Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 30 calendar days from the day after you receive your goods, without giving any reason. To exercise this right, you must inform us of your decision to cancel by sending a clear statement to:
Email: admin@maxandsohwatches.com
Post: MaxandsohWatches.com, 44 Sidlaw Close, Basingstoke, RG22 5BJ, United Kingdom
You may use the following wording: “I hereby give notice that I wish to cancel my order for , received on 2026.”
Once you have notified us of your cancellation, you have a further 30 calendar days to return the item(s) to us. We will process your refund within 30 calendar days of receiving the returned goods (or evidence that they have been sent back).
2. Conditions for Returns
2.1 All Products
To be eligible for a return, items must be:
- Returned within the applicable timeframe (see Sections 1 and 3)
- In the same condition as when you received them
- Unworn, undamaged, and free from scratches, marks, or alterations
- Returned with all original packaging, tags, accessories, manuals, warranty cards, and certificates of authenticity (where applicable)
- Accompanied by proof of purchase (order confirmation email or receipt)
2.2 Luxury & Branded Watches — Additional Conditions
Due to the high value of luxury timepieces, the following additional conditions apply:
- Watches must be returned with all original boxes, papers, warranty cards, protective stickers, and any accompanying documentation
- Watches must not have been resized, engraved, serviced, or modified in any way
- Protective stickers and seals (where present on delivery) must remain intact
- All returns of luxury watches are subject to inspection upon receipt. We reserve the right to decline a return or apply a restocking deduction if the watch shows signs of wear, damage, or alteration that was not present at the time of delivery
2.3 Non-Returnable Items
The following items cannot be returned unless faulty or not as described:
- Personalised, engraved, or custom-made products
- Watch straps that have been worn, tried on, or had their packaging opened (for hygiene reasons)
- Gift cards and vouchers
3. Extended Returns Period
In addition to the 14-day statutory cooling-off period, we offer a 30-day returns window from the date of delivery on all standard products. Items returned between day 15 and day 30 must meet all the conditions set out in Section 2 and will be refunded as store credit or exchanged — not refunded to the original payment method — unless the item is faulty or not as described.
4. Faulty or Incorrect Items
If you receive a product that is faulty, damaged, or not as described, you are entitled to a full refund, replacement, or repair under the Consumer Rights Act 2015. Please contact us within 48 hours of delivery with:
- Your order number
- Clear photographs of the item and the fault or damage
- A description of the issue
We will cover the return postage for any item that is faulty or not as described. We will assess the item upon receipt and arrange a refund, replacement, or repair as appropriate.
Under the Consumer Rights Act 2015:
- Within 30 days of delivery: you have the right to reject faulty goods for a full refund.
- Within 6 months of delivery: we must attempt a repair or replacement. If this fails, you are entitled to a full refund.
- After 6 months: you may still be entitled to a repair, replacement, or partial refund, but you may need to prove the fault was present at the time of delivery.
5. How to Return an Item
Step 1: Contact us at admin@maxandsohwatches.com stating your order number and reason for return.
Step 2: We will provide you with a return authorisation and instructions for shipping.
Step 3: Package the item securely in its original packaging. For luxury watches, use insured, tracked delivery — we are not responsible for items lost or damaged in return transit.
Step 4: Ship the item to the address we provide. Return postage is at your expense unless the item is faulty or not as described.
Step 5: Once we receive and inspect the item, we will process your refund or exchange within 5–10 business days.
6. Refund Method
Refunds will be issued to the original payment method used at the time of purchase. Please allow up to 10 business days for the refund to appear in your account, depending on your bank or payment provider.
Original shipping costs are non-refundable unless the return is due to a fault or error on our part. If you selected an express or premium shipping option at checkout, we will refund only the standard shipping cost.
7. Late or Missing Refunds
If you have not received your refund within 10 business days of our confirmation, please:
- Check with your bank or card provider, as processing times vary
- Contact PayPal or your payment provider if you used a third-party service
- Contact us at admin@maxandsohwatches.com if the issue persists
8. Exchanges
We are happy to exchange items subject to availability. To arrange an exchange, contact us at admin@maxandsohwatches.com with your order number and the item you would like instead. If there is a price difference, we will arrange payment or refund of the difference accordingly.
9. Contact Us
For any questions about returns or refunds, please contact us:
MaxandsohWatches.com
Email: admin@maxandsohwatches.com
Phone: +44 7506 608408
Address: 44 Sidlaw Close, Basingstoke, RG22 5BJ, United Kingdom
Response Time: Within 2 business days (Monday–Friday, excluding UK public holidays)
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