Returns and refunds

Returns policy

We want you to feel confident when buying from Ward Hoard.

Christopher Ward can offer “try‑before‑you‑buy” because of how their pricing model works. As a small specialist business, our costs are much higher, so we’re not able to offer the same service.

If a watch has caught your eye but you already know there’s a strong chance you’ll send it back, I’d kindly ask that you don’t buy it just to look - it saves us both unnecessary postage, time and the risk of damage in transit. This is especially important for overseas orders, where returns are often more complicated and costly.

That said, if you buy a watch in good faith and it arrives and simply isn’t right for you, no problem at all. Our returns and buy‑back options are there to make sure you’re never stuck with something you don’t love.

Our returns process is straightforward and we’re always happy to help.

Change of mind

If you purchased online, you may cancel your order within 14 days of receiving the item.

Faulty or not as described

If a watch arrives faulty or not as described, contact us within 30 days of receiving the item. We will repair, replace or refund in line with UK consumer rights.

Condition

To qualify for a refund, items must be returned:

  • In the same condition as received;

  • With all boxes, links, straps, papers and accessories included; and

  • With no additional wear beyond inspection (no new marks or scratches).

We may deduct for any loss in value if the watch has been worn or damaged.

Refunds

Refunds (excluding delivery costs except in the case of faulty/misdescribed items) are issued to the original payment method within 14 days of us receiving the returned item (or receiving proof of posting).

If prepaid duties were collected for an international order, please note that duties cannot be refunded.

Return shipping

Unless the item is faulty or not as described, the customer is responsible for return postage.

We strongly recommend using insured, trackable delivery, as the item remains your responsibility until it reaches us. For UK customers, we suggest Royal Mail Special Delivery - for overseas customers, we do not have direct experience, but other customers have told us that they use Pirateship with separate insurance by Secursus.

Buy-back scheme

If the watch simply isn’t right for you later down the line, we also offer a buy‑back scheme.

Questions

If you’re unsure about anything, just get in touch — we’re always happy to offer friendly advice.