Last updated: 1 November 2026
This policy applies to watch straps purchased online from Ross Watch Repairs (RWR Holdings Limited trading as Ross Watch Repairs). It does not apply to watch repair services, which are subject to separate terms.
Our 28-Day Returns Policy
We offer a 28-day returns policy for watch straps if you change your mind. Please contact us before returning your item and send it back within 28 calendar days of delivery, except where your statutory rights provide a longer period.
For returns under our additional goodwill policy, watch straps must be:
- Unused, unworn and unaltered.
- In a resalable condition.
- Returned with their original packaging, labels, buckles and accessories, where supplied.
Straps that have been fitted, worn, shortened, cut or modified will normally not qualify for a goodwill return.
These conditions do not affect your statutory consumer rights.
Your Statutory Right to Cancel
Under UK consumer law, you generally have the right to cancel an online order within 14 days of receiving your goods, without providing a reason.
You must notify us of your decision to cancel, and you then have a further 14 days to return the goods.
You may inspect a strap as you reasonably would in a shop. If it has been handled beyond what is necessary to establish its nature, characteristics or suitability, we may make a deduction for any reduction in value as permitted by law.
Original packaging is not an absolute requirement when exercising your statutory cancellation rights.
How to Return an Item
- Email enquiries@rosswatchrepairs.co.uk with your name, order number and details of the item you wish to return. You do not need to give a reason when exercising your statutory cancellation rights.
- Securely package your watch strap, including its supplied accessories and your order details.
- Send the parcel to our return address below. We recommend tracked postage and keeping proof of posting.
Returns Address
Ross Watch Repairs – Online Returns
Unit 4B, Cabot Place Shopping Centre
Canary Wharf
London E14 4QT
United Kingdom
Please send returns only to the address above unless we provide alternative instructions.
Return Postage and Delivery Charges
For change-of-mind returns, customers are responsible for paying return postage unless otherwise agreed.
Our standard UK watch-strap delivery charges are:
- Orders below £50: £5 delivery.
- Orders of £50 or more: Free standard delivery.
Where you cancel your entire order within the statutory cancellation period, we will refund the purchase price and any standard outward delivery charge paid. If you selected a more expensive delivery service, we are only required to refund the equivalent standard delivery charge.
Original delivery charges are not normally refundable for partial change-of-mind returns or goodwill returns outside the statutory cancellation period.
Where an item is faulty, damaged, incorrect or not as described, we will cover reasonable return postage costs as required by law.
Faulty, Damaged or Incorrect Products
If your watch strap arrives faulty, damaged, incorrect or not as described, please contact enquiries@rosswatchrepairs.co.uk.
Include your order number and details of the issue. Photographs may help us resolve the matter more quickly but are not required to exercise your statutory rights.
Under the Consumer Rights Act 2015, customers have rights relating to faulty or misdescribed products, including a short-term right to reject qualifying faulty goods within 30 days and rights to appropriate remedies thereafter.
These rights are separate from our 28-day change-of-mind policy.
Refunds
Once your return has been received and assessed, we will email you with an update.
Approved refunds will be credited to the original payment method, without an administration fee.
For statutory cancellations, refunds will be processed without undue delay and no later than 14 days after we receive the returned item or evidence that it has been sent back, whichever is earlier.
For eligible returns under our additional 28-day goodwill policy, we aim to process refunds within 14 days of receiving and inspecting the goods.
Your payment provider may require additional processing time before the funds appear in your account.
If you have not received your refund after confirmation, please contact enquiries@rosswatchrepairs.co.uk.
Exchanges
If you have ordered the wrong size, colour or style, please contact us.
Eligible straps may be returned for a refund so that you can place a new order. Direct exchanges may not always be available.
Faulty goods remain subject to your statutory rights regarding replacement and other remedies.
Sale Items
Sale and discounted items remain eligible for statutory consumer rights.
Our 28-day goodwill returns policy also applies to sale items under the same conditions, unless a specific lawful exclusion was clearly stated before purchase.
Personalised or Custom-Made Straps
Watch straps genuinely made to a customer’s individual specifications or personalised may be excluded from change-of-mind returns.
Any such exclusion will be clearly identified before purchase.
Selecting a standard advertised size or colour does not, by itself, make a strap personalised. Your statutory rights regarding faulty or misdescribed products remain unaffected.
Contact Us
For assistance with returns, refunds or exchanges, please contact:
Ross Watch Repairs
RWR Holdings Limited trading as Ross Watch Repairs
Email: enquiries@rosswatchrepairs.co.uk
Unit 4B, Cabot Place Shopping Centre
Canary Wharf, London E14 4QT
United Kingdom