Refund policy

Last updated: October 1, 2026

If your OTHERWHEN watch is not quite right, contact support@wearotherwhen.com. This policy applies to purchases made directly from OTHERWHEN.

Changing your mind

You can cancel your order before delivery or tell us you wish to return it within 14 days after the day you receive it. If an order arrives in separate deliveries, this period starts after you receive the last item.

Email us with your order number, the item and colour you wish to return, and a clear statement that you want to cancel or return your purchase. You do not need to give a reason. Your cancellation does not depend on our approval or on using a particular form.

Once you have notified us, send the item back within a further 14 days. We will provide the appropriate return instructions and return destination by email. Contact us before sending your parcel so it reaches the correct destination. If you are waiting for our instructions, we will not treat a delay caused by us as a missed return deadline.

Condition of returned items

You may inspect and try on your watch as you would in a shop. Please take reasonable care of it and return any included accessories, spare links and packaging where available.

We may reduce a change-of-mind refund for a loss in value caused by handling beyond what is necessary to establish the item's nature, characteristics and functioning. We will explain any deduction. Opening the packaging or reasonably trying on a watch does not automatically prevent a return. Original packaging is not a condition of exercising your statutory rights.

Return shipping

For a change-of-mind return, you pay the direct return postage costs. We recommend using a tracked service and keeping proof of postage.

If we supplied a faulty, damaged or incorrect item, we will arrange the return or cover reasonable return postage costs. Contact us first so we can agree the method. We do not charge a restocking fee.

Faulty, damaged or incorrect items

Email us if your watch arrives damaged, does not work as it should, or differs from what you ordered. Include your order number and a description of the issue. Photos can help us investigate, but are not a condition of your statutory rights.

UK customers normally have a 30-day right to reject goods that are faulty, not as described or not fit for purpose. Depending on the circumstances, rights to repair, replacement, a price reduction or a refund continue after that period. The change-of-mind deadline does not limit these rights.

Damage caused solely by misuse or an accident after delivery is not a product fault, but this does not affect a claim relating to an existing defect.

Refunds

For a change-of-mind cancellation, we will refund you within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. If the goods have not been dispatched, we will refund you within 14 days of your cancellation notice.

Refunds go to the original payment method unless you expressly agree otherwise, without a refund processing fee. Your bank or payment provider may take additional time to display the refund.

If you cancel the entire order, we also refund any standard delivery charge you paid. Additional costs for an upgraded delivery option are not refundable beyond the standard delivery amount. Standard shipping is currently free.

Refunds for faulty or incorrect goods will be handled within the time required by applicable law. Statutory refunds will not be replaced with store credit without your agreement.

Exchanges and discounted purchases

If you want a different model or colour, contact us to discuss availability. We can help you arrange a return and a separate replacement order.

Discounted watches have the same applicable cancellation and faulty-goods rights as full-price purchases.

Your consumer rights

Nothing in this policy limits rights that apply under consumer law in your country. Where those rights give you greater protection, they take priority.

For help with any return or refund, email support@wearotherwhen.com.