Return & Refund Policy

Thank you for shopping with Gems Forgotten. We want every customer to be
confident in their purchase. Please read our policy carefully before
completing your order — by placing an order, you accept the terms below.

About Our Watches — Pre-Loved & Vintage

Every watch and accessory we sell is pre-loved or vintage, often 30+ years
old. By their nature, these pieces show varying signs of age, wear, and
prior ownership.

For every listing, we:

  • Photograph the watch from multiple angles before dispatch
  • Describe all known condition points honestly — including scratches,
    plating wear, tarnishing, dial imperfections, replaced parts, and any
    service history we are aware of
  • Document the movement and verify it against the manufacturer's
    technical datasheet
  • State the wrist size and bracelet/strap length clearly in every listing

When you place an order, you accept the condition and sizing as shown in
the listing photos and described in the listing text. Returns based on
condition or sizing matching the listing description will not be accepted,
except where your statutory rights apply.

Standard Returns (Change of Mind)

We accept returns within 30 days of delivery for any reason, subject to
the eligibility criteria below.

To qualify for a refund:

  • The watch must be returned in the same condition it was received — no
    additional wear, scratches, or damage
  • All original components must be included — box, papers, interchangeable
    bezels, spare links, paperwork, and any other items shipped with the
    watch
  • Serial numbers must match the watch we shipped (recorded and
    photographed at dispatch)
  • The watch must not have been tampered with, opened, repaired, or
    altered

If all four conditions are met, we'll refund the full purchase price within
14 days of receiving the returned watch.

Return shipping for change-of-mind returns is the buyer's responsibility.
We strongly recommend tracked and insured shipping, as we cannot refund
items lost in return transit.

Returns for Faulty or Not-as-Described Items

A watch is considered "not as described" if it differs significantly from
the specific listing — for example:

  • A working movement that does not keep time
  • Brand, model, or reference number different from the listing
  • Significant condition issues not shown or disclosed in our photos and
    description
  • Components missing that were stated as included

If you believe the watch you received is faulty or significantly differs
from the listing:

  • You have 30 days from delivery to reject the item
  • We will refund in full, including original delivery cost
  • We will cover your return shipping costs
  • Please contact us within 30 days with a description and photos of the
    issue

We do not consider as faulty any condition point that is shown in the
listing photographs or described in the listing text.

Authenticity Guarantee

We back every watch we sell with a 30-day money-back authenticity
guarantee, available to all customers regardless of location.

If a qualified, independent watchmaker provides a written report
confirming that the watch you received is not a genuine example of the
brand and model described in the listing, we will refund your purchase
in full and cover your return shipping costs. The returned watch must
match the serial numbers and condition documented at dispatch.

Full details: https://gemsforgotten.co.uk/pages/our-authentication-process

How to Initiate a Return

  1. Email us at sf-tec@hotmail.com within 30 days of delivery
  2. Include your order number, reason for return, and photos if relevant
  3. We'll respond within 1 business day with return instructions and our
     address
  4. Pack the watch securely with all original components included
  5. Ship using a tracked and insured service

Once we receive and inspect the watch and confirm it meets the criteria
above, your refund will be processed within 14 days to the original
payment method.

What Does Not Qualify for Return

To protect both buyers and ourselves, we cannot accept returns where:

  • The watch shows additional wear beyond the condition documented at
    dispatch — scratches, scuffs, dents not present in our listing photos
  • Original components are missing (box, papers, bezels, links, etc.)
  • The watch has been opened, serviced, or modified by the buyer or a
    third party
  • Serial numbers do not match the watch we shipped
  • Damage has been caused by the buyer
  • Wrist size or bracelet length is wrong for the buyer, where the size
    was accurately stated in the listing
  • The return is initiated outside the 30-day window (except where
    statutory rights apply for faulty goods under UK or EU consumer law)

If a returned item does not meet these conditions, we may deny the refund
or offer a partial refund — we'll always discuss this with you first.

Damaged Parcels

If your parcel arrives damaged in transit, please take clear photos of
the outer packaging and the watch immediately upon receipt, and contact
us within 48 hours.

This documentation is essential for us to open a claim with the shipping
carrier and arrange a refund or replacement.

Water Damage

All watches are sold as not water-resistant unless specifically stated
in the listing. We do not accept returns for water damage caused after
delivery.

International Customers

We ship worldwide. Consumer protection laws vary significantly by country,
so different rights apply depending on where you are based.

For all customers, regardless of location:

  • Our 30-day money-back authenticity guarantee applies
  • Our policy on faulty or significantly not-as-described items applies
  • Our requirement that returns match the dispatch condition applies
  • Damaged parcel claims are honoured

For UK customers (United Kingdom):

  • The Consumer Rights Act 2015 and Consumer Contracts Regulations 2013
    apply in full
  • You have 14 days from delivery to notify us of cancellation, plus 14
    further days to return the item
  • Faulty goods rights apply under the Consumer Rights Act 2015

For EU customers (European Union):

  • The EU Consumer Rights Directive (2011/83/EU) applies
  • You have 14 days from delivery to cancel for any reason, plus 14
    further days to return the item
  • Return shipping costs for change-of-mind returns are at your expense
  • Faulty goods rights apply under EU consumer law

For customers in the United States and other countries:

  • Local consumer protection rights vary; in many countries, including
    the US, there is no automatic right to cancel an online purchase for
    change of mind
  • Our policy as stated above applies in full
  • Change-of-mind returns are accepted at our discretion within the
    30-day window, subject to the eligibility criteria above
  • Return shipping costs are the buyer's responsibility for change-of-mind
    returns
  • Faulty or not-as-described returns are honoured fully — we will cover
    return shipping in those cases

International return shipping is at the buyer's expense unless the item
was faulty or not as described. Customs duties, import taxes, and
shipping fees paid on the original delivery are non-refundable.

Your Statutory Rights

For UK and EU customers, this policy operates alongside your statutory
rights as a consumer. Where our policy differs from your statutory
rights, the more generous of the two applies.

For customers in other countries, your local consumer protection laws
may also apply. We comply with all reasonable claims under your local
law where applicable.

Questions

We're a small UK business and we'd much rather talk through any concern
than have a return go wrong. Please email us first at sf-tec@hotmail.com
— we're here to help.

— Alexandra & Laurence, Gems Forgotten