Returns & Refunds Policy

We want every customer to purchase from 5and20to with confidence. This policy explains how cancellations, returns and refunds are handled.

Nothing in this policy limits your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.

If you are a customer who purchased a watch online or by telephone, you may cancel your order without giving a reason.

You must tell us that you wish to cancel no later than 14 days after the day on which you, or a person nominated by you, receives the watch.

You may notify us by emailing Customer.Service@5and20to.co.uk or by using the cancellation form at the end of this policy. Your notice must clearly identify you, the order and your decision to cancel.

After notifying us, you must return the watch without undue delay and no later than 14 days after giving your cancellation notice.

You may handle and examine the watch as you reasonably would in a shop.

Please take particular care when trying it on. Do not wear the watch for normal use, remove a security tag, remove protective material unnecessarily, adjust or damage the bracelet, mark the clasp or strap, or alter the watch.

Removing packaging does not automatically remove your cancellation right. However, we may make a reasonable deduction from your refund if handling beyond what is necessary to examine the watch has reduced its value.

Where reasonably possible, the watch should be returned with:

• Its boxes, papers and warranty documentation.

• All tags, manuals, accessories and promotional items supplied.

• Every bracelet link supplied with the watch.

• Its security tag and protective material, if these have not reasonably needed to be removed.

• The original order confirmation or proof of purchase.

Before returning a watch, please contact us for return instructions. This helps us arrange secure receipt and insurance, but it does not affect your statutory right to cancel.

Do not write the watch brand or any description suggesting that the parcel contains valuables on the exterior packaging.

For a change-of-mind cancellation, you are responsible for the direct cost of returning the watch, including the necessary insurance, 

Because watches are high-value items, the return must be securely packaged and sent using a tracked service & insured for the watch’s full purchase value. You remain responsible for the watch until it is delivered to us.

If the watch is faulty, damaged on arrival, incorrect or materially different from its description, we will bear the reasonable cost of its return.

All returned watches are inspected against our dispatch photographs, condition report, serial-number records and security markings.

We check that the returned watch is the same item supplied and whether its condition or completeness has changed.

We will not impose an automatic restocking or administration fee for exercising a statutory cancellation right. However, where permitted by law, we may deduct an amount reflecting an actual reduction in value caused by handling beyond what would reasonably be permitted in a shop. We will explain any proposed deduction.

Deliberate substitution, alteration or fraudulent returns will be refused and reported to the appropriate authorities.

Following a valid cancellation, we will refund:

• The price paid for the watch only

Refunds will be made using the original payment only. We will not charge a refund fee.

We will make the refund without undue delay and no later than 14 days after we receive the returned watch. We will withhold the refund until we receive the watch.

A watch is not excluded from statutory cancellation rights merely because we obtained or sourced it specifically for an order.

The statutory cancellation right may not apply to a watch that has been made to the customer’s specifications or clearly personalised. We will tell you before purchase if we believe this exception applies and explain why.

Ordinary bracelet sizing will not automatically make a watch non-returnable. All removed links must be returned, and the customer may be responsible for any actual reduction in value caused by damage or alteration.

There is no automatic change-of-mind cancellation right for a watch inspected and purchased in person.

At our discretion, we may accept an unused watch purchased in person for exchange or credit if you contact us within 14 days. Any discretionary return must be agreed by us in writing.

This does not affect your rights where a watch is faulty, misdescribed or otherwise fails to conform to the contract.

Every watch must be of satisfactory quality, fit for any purpose made known to us and consistent with its description, taking account of its age, price, disclosed condition and whether it is new or pre-owned.

If you believe your watch is faulty, damaged, incorrect or materially misdescribed, contact us promptly at Customer.Service@5and20to.co.uk.

Where the Consumer Rights Act 2015 applies, you may have a short-term right to reject non-conforming goods during the first 30 days. After that period, you may have rights to a repair, replacement, price reduction or final rejection.

We will pay the reasonable return cost where a watch is validly rejected because it does not conform to the contract.

Pre-owned and vintage watches may show age-related wear and may not perform to the tolerances of a new watch. Any material wear, replacement components, missing accessories or known performance limitations will be disclosed in the product description or condition report.

A characteristic clearly disclosed before purchase is not treated as a fault merely because it reflects the watch’s age or pre-owned condition.

Statutory consumer cancellation rights do not apply where a watch is purchased wholly or mainly for business, resale or professional purposes. Business and trade purchases are subject to any separate terms agreed in writing.

5and20to
Legal business name: 5and20to Limited
Registered address: The Corner House, 2 High Street, Aylesford, Kent. ME20 7BG
Email: Customer.Service@5adn20to.co.uk
Telephone: 01732 44 4567
Company number: 17370482

This document was last updated in September 2026