Refund policy

Our terms

1. These terms

What these terms cover. These are the terms and conditions on which we supply products to you. 

Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. 

1. Information about us and how to contact us

Who we are. We are AAJ Traders Ltd t/a A Jewellers, a company registered in England and Wales. Our company registration number is 09980921 and our registered office is at Suite 20 Floor 2, 88-90 Hatton Garden, London, England, EC1N 8PN . Our registered VAT number is 262694480. 

How to contact us. You can contact us by telephoning our customer service team at 02081878355 or by writing to us at info@ajewellers.live.

How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. 

When the following words are used anywhere in these Terms, they will have the meanings set out below:

A Jewellers, we, us, our: AAJ Traders Ltd t/a A Jewellers (registered in England and Wales with company number 09980921).

Age: the meaning given in clause 22.1.

Goods: the watch, watch winder, watch accessory or other goods that we are selling to you as set out in the Order.

1. Order: your order for the Goods.
2. Our website, the website: the website at the domain www.ajewellers.live.
3. Paperwork: the original warranty certificate of the Goods, which includes: (1) the name of the authorised dealer that originally sold the Goods; (2) the serial number of the Goods; and (3) the date of original sale of the Goods. Paperwork does not include the user manual or any service papers.

Terms: the terms and conditions set out in this document.

Website: the website at the domain http://www.ajewellers.live/.

Work: servicing, refurbishment, battery replacements, testing, links (addition or removal), dial replacement and/or other work as applicable.

1. Working Days: a day other than a Saturday, Sunday or public/bank holiday in England.

"Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

1. Our contract with you

How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us. 

If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified. 

Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

1. Our products

Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. 

Product packaging may vary. The packaging of the product may vary from that shown in images on our website. 

1. Your rights to make changes. If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see 9 - Your rights to end the contract).
2. Our rights to make changes

Minor changes to the products. We may change the product: 

1. to reflect changes in relevant laws or regulation; and 
2. to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the product. 

More significant changes to the products and these terms. In addition, as we informed you in the description of the product on our website, we may make the  changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.

1. Bespoke Products

1. We are able, upon request, to make bespoke products for you (e.g. watch setting and diamond set watches).  We will need to receive a detailed specification from you.  Given the intricacies and expertise required in doing this, we recommend that a telephone, videocall or face-to-face meeting take place in order for us to obtain your precise requirements.
2. Following the creation of a detailed specification, we will then give you a price in order to create your product. Payment and all other terms relating to it (include the removal of the right of the customer to change his or her mind, as explained in clause 9.4(a)) are set out elsewhere in this agreement, a bespoke product being no different to any other product for the purpose of these terms.

1. Providing the products

Delivery costs. The costs of delivery will be as displayed to you on our website.

When we will provide the products. During the order process we will let you know when we will provide the products to you: 

If the products are goods. If the products are goods, we will deliver them to you as soon as reasonably possible and in any event within thirty days after the day on which we accept your order or we will contact you with an estimated delivery date  after the day on which we accept your order. 

If the products are one-off services. We will begin the services on the date set out in the order or on the date agreed with you during the order process. The estimated completion date for the services is as told to you during the order process. 

We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. 

Collection by you. If you have asked to collect the products from our premises, you can collect them from us  at any time during our working hours of [10:30am-4:30pm Monday to Saturday] (excluding public holidays) .

If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, the delivery company will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

If you do not re-arrange delivery. If you do not collect the products from us  as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and 11.2 will apply.

1. If you do not allow us access to collect. If you do not allow us access to your property to collect the item as arranged (and you do not have a good reason for this), we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and 11.2 will apply.
2. Your legal rights if we deliver goods late. You have legal rights if we deliver any goods late. If we miss the delivery deadline for any goods then you may treat the contract as at an end straight away if any of the following apply:
1. we have refused to deliver the goods;
2. you told us before we accepted your order that delivery within the delivery deadline was essential.
3. Setting a new deadline for delivery. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under 8.8, you can give us  a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline. b
4. [Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under 8.8 or 8.9, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled goods and their delivery.  If the goods have been delivered to you, you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 0208 187 8355 or email us at info@ajewellers.live for a return label or to arrange collection.

When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us.

When you own goods. You own a product which is goods once we have received payment in full.

What will happen if you do not give the required information to us. We may need certain information from you so that we can supply the products to you, for example, full name, address, ID. If so, this will have been stated in the description of the products on our website. We will contact you in writing to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and 11.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of our asking for it. 

Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:

1. deal with technical problems or make minor technical changes;
2. update the product to reflect changes in relevant laws and regulatory requirements;
3. make changes to the product as requested by you or notified by us to you (see 6).

Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending the supply of the product unless the problem is urgent or an emergency. If we have to suspend the product for longer than thirty days in any ninety-day period, we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than [ten days] and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

We may also suspend the supply of the products if you do not pay. If you do not pay us for the products when you are supposed to (see 13.4) and you still do not make payment within fourteen days of us reminding you that payment is due, we shall return the deposit paid by you and cancel your order.  We may also charge you a late payment charge (see 13.5).

We will not suspend the products where you dispute the unpaid invoice (see 13.6). We will not charge you for the products during the period for which supply is suspended. As well as suspending the supply of the products, we may also charge you a late payment charge (see 13.5), where it transpires that the dispute is not bona fide (i.e. genuine).  

1. Your rights to end the contract

You can always end your contract with us.  Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see 12;

If you want to end the contract because of something we have done or have told you we are going to do, see 9.2;

If you have just changed your mind about the product, see 9.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods; 

In all other cases (if we are not at fault and there is no right to change your mind), see 9.6.

Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below, the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:

1. we have told you about an upcoming change to the product or these terms which you do not agree to (see 6.2);
2. we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
3. there is a risk that the supply of the products may be significantly delayed because of events outside our control; 
4. we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than ten days; or
5. you have a legal right to end the contract because of something we have done wrong (including because your order arrived late (see 8.8).

Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online, you have a legal right to change your mind within fourteen days and receive a refund.  These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms. Please contact us using the details at clause 2.2 or use the cancellation form set out at the end of this document.

When you don't have the right to change your mind.  You do not have a right to change your mind in respect of:

1. bespoke products; and
2. services, once these have been completed, even if the cancellation period is still running.

How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.

Services.  If you have purchased services from us, you have fourteen days after the day we email you to confirm we accept your order. However, once we have completed the services, you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.

Goods. If you have purchased goods from us, you have fourteen days after the day you (or someone you nominate) receives the goods, unless:

Your goods are split into several deliveries over different days. In this case you have until fourteen days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

Your goods are for regular delivery over a set period (for example ten days).  In this case you have until fourteen days after the day you (or someone you nominate) receives the first delivery of the goods.

Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see 9.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided, but we may deduct from that refund (or, if you have not made an advance payment, charge you ten percent (10%) of the value of the goods as compensation for the net costs we will incur as a result of your doing so (bearing in mind the value of some watches can go up and cannot be sold whilst held under deposit). 

1. How to end the contract with us (including if you have changed your mind)

Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:  

Phone or email. Call customer services using the details set out in clause 2.2 above. Please provide your name, home address, details of the order, and, where available, your phone number and email address. 

Online. Complete the [form INSERT LINK TO ONLINE FORM] on our website.

By post. Print off the [form INSERT LINK TO PRINTABLE FORM] and post it to us at the address on the form.  Or simply write to us at that address, including details of what you bought, when you ordered or received it, and your name and address. 

1. In-store.  If you bought the goods in-store, you may bring them back to the store within fourteen days of purchase and we will either exchange or issue a credit note for them, provided the requirements of clause 10.3 have also been met.  No refund will be made in these circumstances. 

Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them, post them back to us at our address in clause 2.2 above or (if they are not suitable for posting) allow us to collect them from you. Please call customer services on the phone number or email address set out in clause 2.2 above for a return label or to arrange collection.  If you are exercising your right to change your mind, you must send off the goods within fourteen days of telling us you wish to end the contract. 

Condition of the returned item.  Any item you are returning for an exchange, refund or credit note must be in an unused condition and in the exact original packaging the item was delivered in, otherwise we reserve the right to make a deduction in accordance with clause 10.8.

When we will pay the costs of return. We will pay the costs of return:

1. if the products are faulty or misdescribed;
2. if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control, or because you have a legal right to do so as a result of something we have done wrong; or
1. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.   

What we charge for collection. If you are responsible for the costs of return (see clause 10.4) and we are collecting the product from you, we will charge you the direct cost to us of collection. 

How we will refund you?  We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind: 

1. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods if this has been caused by your handling them in a way that would not be permitted in a shop.  If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. 
2. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
3. Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.

When your refund will be made, we will make any refunds due to you as soon as possible.  If you are exercising your right to change your mind then: 

1. If the products are goods and we have not offered to collect them, your refund will be made within fourteen days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
2. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind
1. Our rights to end the contract

We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

1. you do not make any payment to us when it is due and you still do not make payment within seven days of us reminding you that payment is due;
2. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, your delivery address;
3. you do not, within a reasonable time, allow us to deliver the products to you or collect them from us; or
4. you do not, within a reasonable time, allow us access to your premises to supply the services.

You must compensate us if you break the contract. If we end the contract in the situations set out in 11.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you ten percent (10]%) of the value of the order as compensation for the net costs we will incur as a result of your breaking the contract. 

1. We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know at least seven days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products that will not be provided. 
1. If there is a problem with the product

How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team using the details at clause 2.2 above. 

Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

Summary of your key legal rights This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website at www.adviceguide.org.uk or call 03454 04 05 06. If your product is good, for example, a watch, the Consumer Rights Act 2015 says goods must be as described, fit for purpose, and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.   b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.   c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.    See also 9.3. If your product is services, for example a repair service, the Consumer Rights Act 2015 says: a) You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it. b) If you haven't agreed a price beforehand, what you're asked to pay must be reasonable. c) If you haven't agreed a time beforehand, it must be carried out within a reasonable time.

Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services using the details set out in clause 2.2 above for a return label or to arrange collection.

1. Price and payment

Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We  use our best efforts to ensure that the price of the product advised to you is correct. However please see 13.3 for what happens if we discover an error in the price of the product you order. 

We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

When you must pay and how you must pay. We accept payment with most major credit cards: full details will be available on our payment provider’s portal. When you must pay depends on what product you are buying:

1. For goods, you must pay for the balance due on any product within seven days of your order being accepted (due date). We will not charge your credit or debit card until we dispatch the products to you. 
2. For services, you must make an advance payment of 25% of the price of the services, before we start providing them. We will invoice you for the balance of the price of the services when we have completed them. You must pay each invoice within seven calendar days after the date of the invoice. 

Deposit

1. You may choose to pay a deposit on the product you are purchasing or pay in full at the outset.  If you paid online, you will have seven days to make payment of the balance due, either online or by visiting our store.   
2. If the purpose of the deposit is for us to source a watch for you and you do not go on to pay the balance by the due date, any deposit paid will be non-refundable.

Non-Payment of Balance Due.  We may apply a late payment fee if you do not pay the balance owing on your order (see clause 8.16), pay late, or in the circumstances set out in clause 8.17. If you do not make any payment to us by the due date, we reserve the right to withdraw from the sale and refund to you any deposit you may have paid, after the deduction of a late payment fee of £50. 

What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay a late payment fee until the dispute is resolved. Once the dispute is resolved we may charge you a late payment fee on correctly invoiced sums from the original due date.

1. Our responsibility for loss or damage suffered by you

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products and for defective products under the Consumer Protection Act 1987

We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business, or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.