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David Mason London - Guarantee, Returns and Refund Policy

Guarantee, Returns and Refund Policy

At David Mason London Limited we want you to be happy with your purchase and come back and shop again that’s why in we have a 14 day money back guarantee. This means you have 14 days from the date of delivery of your purchase from David Mason London Limited to return an item. If you are unhappy with your purchase you can return it to us in its original condition (new and unworn) as received for a full refund or exchange.

Along with our 14 day money back guarantee we also provide a 12 month parts and labour guarantee on all our timepieces.


14 day money back guarantee

-         14 day money back guarantee from delivery date.

-         Statutory Rights unaffected.

-         Distance Selling Regulations (7 day cooling off period) unaffected.

-         Item to be returned in original condition, unopened box and packaging.

-         Returns can be refunded by means of refund, David Mason Credit/Gift Vouchers or exchange.

-         Refund will be for the purchase price of the item including any standard postage and packing charge

So if for any reason you are not completely happy with your new David Mason watch our 14 Day Money Back Guarantee enables you to get a full refund without any quibbles or complaints from us. Simply email us at 14day@davidmasonlondon.com with your name, date of purchase and watch purchased with your reason for return within 14 days of delivery and we will do the rest. We will send you the necessary materials for you to include in your return.

You need to make sure you are within your 14 day money back period and that your watch has not been worn, scratched or damaged in any way and is in the original packaging.


12 month parts and labour guarantee

-         12 month parts and labour guarantee.

-         Statutory Rights unaffected.

-         Distance Selling Regulations (7 day cooling off period) unaffected.

-         Item to be returned in suitable packaging.

-         All Returns Postage to be paid for by Customer.


We guarantee that on delivery and for a period of 12 months from the date of delivery, the Goods shall:

(a)              be of satisfactory quality

(b)             be fit for any purpose we say the Goods are fit for or for any reasonable purpose for which you use the Goods

(c)              be free from material defects in design, material and craftsmanship

(d)             comply with all applicable statutory and regulatory requirements for selling Goods in the United Kingdom.

This guarantee is in addition to your legal rights in relation to Goods which are faulty or which otherwise do not conform with our Terms and Conditions. Advice about your legal rights is available from your local Citizens’ Advice Bureau or trading standards office.

This guarantee does not apply to any defect in the Goods arising from improper use, fair wear and tear and ageing (e.g. any alteration of the colour and/or material or non-metallic straps and chains, such as leather, textile, rubber), wilful damage, accident or negligence by you (or any third party) or failure to follow any directions given by us.

This guarantee will be null and void if:

(a)              the case back is opened

(b)              the watch has been repaired in any way by a third party

(c)               modifications have been made to the watch by anyone but us or anyone endorsed by us.

During the 12 month guarantee period we will repair any defect covered by the guarantee free of charge.

We will take reasonable steps to pack the Goods properly and to ensure that you receive the Goods in good condition.

In the unlikely event that we need to provide a refund or replacement as per our Terms and Conditions, the replacement product will benefit from continual cover under this 12 month guarantee


Statutory Rights

This is over and above your statutory rights and your distance selling rights.

As per The Consumer Protection (Distance Selling Regulations) 2000, customers in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.

This applies to all of our products except for personalised products.

To cancel your purchase within the distance selling rights seven working day cooling-off period, please contact us via e-mail on 7day@davidmasonlondon.com listing the item number, description, customer name and date of purchase, along with the reason for the return such as "I decided I didn’t want it anymore".

If you are UK based, once your return is accepted we will contact you with a unique return mailing label and reference for you to return the item. International customers will receive details of return address and unique reference.


Refunds Policy

When you return Goods to us for refund under our 14 day money back guarantee or distance selling regulations, David Mason London Limited will process the refund due to you as soon as possible and in any case within 30 days of the date we receive your notice of cancellation.

We will refund the price of the Goods in full including the cost of sending the Goods to you. You will, however, be responsible for the cost of returning the Goods to us.

If you are returning the goods under our 12 month guarantee and consider the Goods to be defective, we will examine the Goods returned and notify you of any right to a refund within a reasonable period of time. We will usually process any refund due within 30 days of our notifying you that you are entitled to a refund. The price of Goods returned by you because of a defect will be refunded in full including a refund for the delivery charges for sending the item to you and the costs incurred by you in returning the item to us

All items being returned under the 14 day money back guarantee or distance selling regulations must be returned in an unworn and undamaged condition, in their original packaging with all papers, tags and protective films in place and must show no signs of wear or use for our refund policy to apply.



Please package the relevant item securely and send it to us using the personalised return label as soon as possible and at the latest within 28 days of the date that the item was delivered to you. We cannot accept returns if you deliver them to us by hand.

All returns postage and packaging are to be paid for by the customer (You), if you are not based in the UK using our paid return service where we provide you with a prepaid returns label and deduct the cost from your refund, for your protection, we recommend that you use a recorded delivery service for any goods being returned with a value over £50.

Please note as stated above you will be responsible for the costs of returning the items to us unless we delivered the item to you in error. If we do not receive the item back from you with the returns label within the specified time, we may arrange for collection of the item from your residence at your cost.

We cannot refund any priority, express or courier component of the postage charge.


If you need to return an item under our 14 day money back guarantee or distance selling rights please email us at 14day@davidmasonlondon.com detailing the item no., item description, purchase price, date of purchase, your user name and reason for return.

As you (the customer) are responsible for the cost of returning an item we have simplified the process and provide you with a prepaid returns label and packing slip (only available for UK mainland) for you to return the item and then deduct the cost from your refund.

The Prepaid return labels are available for items delivered within the UK. You can use our email service to get the return mailing label.

You can pack and send your return in a few simple steps:

  1. Email returns@davidmasonlondon.com and get your return mailing label and authorisation.
  2. Pack the items securely and safely with the return mailing      authorisation placed in a box or the parcel used to deliver the item.
  3. Secure the prepaid return mailing label to the outside of the box.
  4. Drop the parcel off at the carrier's location.

Each return mailing label is unique and assigned to a specific return. This is to make sure you receive the correct refund, please don't include items from other orders or other deliveries in the same box. Every return must have a separate mailing label.

If you return an item to us using a prepaid, personalised return mailing label, David Mason London will cover the cost of return delivery in full if your return is due to a David Mason London error. Otherwise, we will deduct the cost of return delivery from the amount of your refund. The amount that will be deducted from your refund for return postage depends on the items purchased and number of packages being returned but will never exceed the original delivery charge.


Damaged Items

If you receive an item that's damaged, please email us at cs@davidmasonlondon.com and let us know if you want a refund or replacement.


Expired Cards

David Mason London is required to process all refunds to the original payment method applied when you placed your order, or paid for a subscription. This is the case even if the payment card used has now expired, or your account has been closed or cancelled. Normally, in this case a refund will automatically be processed to the same account. If you have another payment card with the same issuing bank, they can typically apply the refund to your new card. If you no longer have a credit card with that bank, as an alternative they may be able to issue your refund by cheque.


Refund within 7 day under Distance Selling Regulations

By law, customers located in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. For more information, see Your Statutory Rights.

Where you're withdrawing from your purchase within the seven working day cooling-off period, and there's been no error on our part, we'll refund the cost of the item. We won't refund the cost of gift-wrapping, delivery or other services provided to you in connection with your purchase. If you use a personalised pre-paid return label, we'll deduct the return postage from your overall refund.


Title and Risk

The Goods will be your responsibility from the time of delivery.

Ownership of the Goods will only pass to you when we receive payment in full of all sums due for the Goods, including delivery charges.


Events Outside Our Control

We shall not be liable for delay or failure to perform any obligation under these Terms & Conditions if the delay or failure is caused by any circumstances beyond our reasonable control, including, but not limited to, acts of god, war, civil disorder or industrial dispute.