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Terms and Conditions

UK Terms and Conditions of Sale - Watchmaster ICP UK Limited

Please read the following important terms and conditions before you buy anything on our website. You should not proceed to purchase any goods from our website if you do not agree with any of the terms and conditions. You attention is particularly drawn to clause 14 in relation to the limitation of our liability.

The following Terms and Conditions apply to the sale of goods by Watchmaster ICP UK Limited via the website www.watchmaster.com and the Watchmaster mobile application, via e-mail, telephone, chat area or by post.

No other terms and conditions will apply, including any terms that the customer may propose or purports to propose, unless expressly agreed in writing by Watchmaster.

The goods listed by Watchmaster are exclusively directed to persons of at least 18 years of age. Further terms and conditions stipulated by separate finance contracts apply if the customer intends to finance a purchase or make a purchase in instalments.

Summary of some of your key rights if you are a consumer:

By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, SI 2013/3134 say that, if you are a consumer, we must give you certain key information before a legally binding contract between you and us is made (see below). We will give you this information in a clear and understandable way. Some of this information is likely to be obvious from the context. Some of this information is also set out in this contract, such as information on our complaint handling policy.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.

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 you're entitled to certain refund, repair or replace rights.

This is a summary of some of your key rights as a consumer. For detailed information from Citizens Advice please, visit www.citizensadvice.org.uk or call 03454 04 05 06.

The information in this summary box summarises some of your key rights. It is not intended to replace the terms and conditions below which you should read carefully.


These terms and conditions (“Terms and Conditions”) set out:
  • your legal rights and responsibilities;
  • our legal rights and responsibilities; and
  • certain key information required by law.
In these Terms and Conditions:
  • ‘Watchmaster’, ‘we’, ‘us’ or ‘our’ means Watchmaster ICP UK Limited;
  • ‘Customer’, ‘you’ or ‘your’ means the person using our site to buy goods from us;
  • clause headings shall not affect the interpretation of this Agreement;
  • a “person” includes that person's legal and personal representatives, successors and permitted assigns;
  • a reference to one gender includes a reference to all genders;
  • a reference to the singular includes the plural, and vice versa.
If you do not understand any of these Terms and Conditions and want to talk to us about it, please contact us by:
  • email info@watchmaster.com (Monday to Friday: 9 am to 6 pm); or
  • telephone +44 2035 100 477 (Monday to Friday: 9 am to 6 pm). We may record calls for quality and training purposes.
1. Party, scope of application

We are Watchmaster ICP UK Limited incorporated in England under registration number 09795927 with the registered office address at Standard House Weyside Park, Catteshall Lane, Godalming, Surrey, GU7 1XE, UK. VAT Identification number: 233 5428 21. Watchmaster is authorised and regulated by the Financial Conduct Authority for secondary broking.

2. Conclusion of the contract

2.1 Watchmaster offers different ways of placing an order: via the website, the mobile application, the chat area on the website or via other means of communication such as telephone and e-mail.
a. In case of a sale via the website watchmaster.com or the mobile application, the customer selects the desired goods he intends to purchase from the online shop. The order process is finalised by clicking on the “Buy now” button. This represents a binding offer to purchase the goods made by the customer to Watchmaster.
b. An order may be submitted via another means of communication, such as e-mail, telephone or chat on the website watchmaster.com, as follows: the customer sends the essential information for the contract via the respective means of communication. Watchmaster may then send the customer an e-mail containing information on the requested goods and a link to an online-based order process for the requested goods. The order process is finalised when the customer clicks on the “Buy now” button. This represents a binding offer to purchase the goods made by the customer to Watchmaster.

2.2 The customer will receive a notification confirming receipt of the order and the order particulars upon Watchmaster’s receipt of an order. This constitutes an order confirmation. This order confirmation does not constitute an acceptance of the offer made by the customer, but merely confirmation of receipt of the order.

2.3 Watchmaster may accept the customer’s offer within ten days in writing (letter, fax or e-mail). The time of acceptance is when the customer receives the acceptance. If the customer intends to have the goods financed in accordance with Clause 7, the period in which Watchmaster can accept the customer’s offer will first begin when we receive confirmation that the credit agreement pursuant to clause 7 has been entered into.

2.4 If Watchmaster does not accept the offer within the set time, then the offer is deemed to have been declined. The offer is then no longer binding for the customer.

2.5 The period in which Watchmaster may accept the offer commences on the day after the offer is sent by the customer. It expires upon the lapse of the tenth day after the offer is sent.

2.6 Watchmaster will store the order details provided on the order form and send them to the customer by e-mail in text form, including an order acceptance and cancellation instructions. If the customer registered for a customer account at the time of placing the order, he may retrieve the order by using his login credentials. The customer may modify his purchase prior to submitting a binding order via the online order form. All details entered will be displayed on a confirmation screen and may be corrected by the customer before the order is submitted.

2.7 Order processing and contact are usually automated and carried out by e-mail. The customer must ensure that the e-mail address provided for order processing purposes is accurate and that he is able to receive e-mails sent to him by Watchmaster. If using a spam filter, the customer must ensure that all e-mails sent by Watchmaster, or a third party on behalf of Watchmaster, can be delivered.


3. Languages

The following languages are available for entering into a contract: English.


4. Information on consumer cancellation rights

4.1 The following cancellation right exclusively applies to a customer who is a consumer as defined in the Consumer Rights Act 2015, i.e. an individual acting for purposes that are wholly or mainly outside that individual’s trade, business, craft or profession.

4.2 The consumer is entitled to cancel this contract within 14 days without stating reasons.

4.3 The cancellation period is fourteen days from the day on which the customer or a third party nominated by the consumer, who is not the shipper, has taken possession of the goods.

4.4 To exercise the right to cancel, the customer must inform Watchmaster of his decision to cancel the contract by way of a clear statement (e.g. letter, telefax or e-mail):
Watchmaster ICP UK Limited,
Standard House Weyside Park,
Catteshall Lane, Godalming,
Surrey,
GU7 1XE

Telephone: +44 2035 100 477
E-mail: info@watchmaster.com

The customer may also use the cancellation template form but this is not mandatory.

Cancellation form

To Watchmaster ICP UK Limited, Standard House Weyside Park, Catteshall Lane, Godalming, Surrey, GU7 1XE, info@watchmaster.com:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],

Ordered on [*]/received on [*],

Name of customer,

Address of customer,

Signature of customer (only if this form is notified on paper),

Date
[*] Delete as appropriate

4.5 A cancellation notice is deemed served in due time if the customer dispatches it prior to the expiry of the cancellation period referred to in clause 4.3 above.

4.6 If the customer cancels the contract within the Cancellation Period, then Watchmaster will refund all payments received from the customer, including delivery costs (but Watchmaster may at its discretion decide not to refund any additional delivery costs incurred by the customer’s choice of a delivery method other than the least expensive standard delivery offered by Watchmaster) within fourteen days from the date on which the customer’s cancellation notice has been received by Watchmaster. Watchmaster will use the same payment method for the refund as was used in the original transaction, unless otherwise agreed with the customer. Watchmaster will not charge any fee on the customer in respect of the refund but the refund actually received by the consumer may be subject to third party deductions and other charges such as foreign exchange commission and/or currency fluctuations, customs duties and other taxes, for example if you had bought the goods using a foreign currency credit card or if the goods were ordered for delivery outside the European Union.

4.7 Watchmaster will arrange the pick-up of the goods upon receipt of the cancellation notice. Due to their usually high value, goods may only be returned by way of a free pick-up. Watchmaster’s customer service will contact the customer to arrange a pick-up time. The pick-up will be performed by an insured parcel company on order and on behalf of Watchmaster. The Customer shall ensure that the goods are available to be picked up in accordance with this clause 4.7 within 7 days of the customer’s cancellation notice.

4.8 The goods cannot be returned by a different parcel service. Customers may direct their queries or reservations to Watchmaster’s customer service at: Telephone: +44 2035 100 477 E-mail: info@watchmaster.com

4.9 Watchmaster may reject a refund until the customer has surrendered the goods to the parcel service contracted by Watchmaster.

4.10 Watchmaster may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of handling by the customer that is not required for the inspection of quality, features and functionality of the goods.

4.11 You have the legal right to a refund if you return your faulty good within 30 days of receiving it.

5. Prices

5.1 Prices listed by Watchmaster are gross prices in pound sterling (or such other currency as indicated on the website) and include the VAT applicable at the time of placing the order. Available shipping options and their costs are listed with the offered items.

5.2 Upon receipt of the order and the purchase price, Watchmaster will deliver the goods to the address specified by the customer within the delivery time specified on the website for the respective goods.

6. Payment terms

6.1 Subject to clause 7 (Financing), goods may be paid for by selecting one of the following accepted payment methods.

a. Bank transfer
b. Paypal
c. Credit Card / Debit Card

6.2 We do not accept payments by cheque or cash.

6.3 Watchmaster reserves the right to exclude certain payment methods in an individual case.

6.4 The purchase price is due for immediate payment at the time an order is placed.


7. Financing

7.1 UK customers may be able to purchase the goods with financing facilitated by our financing provider, V12 Retail Finance. Further information is shown at the relevant webpage of the goods. The prerequisite for the financing is that the customer must fulfils the requirements of our financing provider for being issued the loan.

7.2 If the customer intends to finance the purchase with our financing provider, he can select the option to finance the purchase with the financing provider when completing the ordering process. The customer will then be directed to the financing provider website, where he can provide the information necessary for the check of the financing option with the financing provider and apply for financing. The credit agreement will be between the finance provider and the consumer; Watchmaster will not be a contracting party to the credit agreement.

7.3 The credit agreement will provide the full details of the payment plan that is offered, therefore please read this agreement carefully before deciding whether you wish to enter into it.

7.4 If you decide to accept the credit agreement then we require payment of the required deposit at the time stated for payment of that deposit in your credit contract. We accept payment in the forms of payments that are stated on our Website during the online purchase process. Any delay in payment will affect the delivery of your goods.

7.5 By submitting a financing application to us you consent to us or our consumer credit provider carrying out a credit score check on you.

7.6 Financing under this clause is only available to UK residents aged 18 and over, and are subject to status, a minimum order value and acceptance by us or our consumer credit provider.

7.7. If the financing provider refuses to provide financing, the customer and Watchmaster will not be bound to conclude the purchase contract.

7.8 If the customer cancels his credit agreement and has already received the goods from Watchmaster then the Customer will be liable to pay Watchmaster in full for the goods (unless the customer’s cancellation rights apply).


8. Delivery terms

8.1 Delivery will take place to the delivery address specified by the customer, within the delivery period indicated on the website for the respective goods. Delivery is subject to receipt of the payment which depends on the selected method of payment. The customer will be notified of shipment by e-mail. The goods will be shipped by a parcel service. The risk of accidental destruction of the ordered goods transfers to the customer upon delivery of the goods, or if he is in default of acceptance.

8.2 The following applies to business customers: the risk of accidental destruction of the ordered goods transfers to the customer upon the ordered goods’ being surrendered to a suitable and reliable parcel service.

8.3 If the parcel service company returns the shipped goods to Watchmaster due to unsuccessful delivery to the customer, the customer will bear the costs of the unsuccessful delivery. This does not apply if the customer is not responsible for the circumstances giving rise to the failed shipment, or if he was temporarily prevented from accepting the services offered, unless he was given reasonable advance notice of the impending service by Watchmaster.

8.4 Watchmaster reserves the right to make partial delivery, if necessary due to the quantity of different goods purchased, and if such partial delivery can reasonably be accepted by the customer. Watchmaster will, however, aim for a single delivery as far as possible. The additional costs incurred by a partial delivery (in particular postage and packaging) will be borne by Watchmaster.

8.5 If, despite our reasonable efforts, Watchmaster is unable to contact the customer or re-arrange delivery of the goods, Watchmaster may end the contract and clause 17 shall apply.


9. Acceptance of goods

9.1 In the case that a delivery of goods arrives damaged, Watchmaster requests that the customer immediately submits a notice of the damage to the parcel service and to document the extent of the damages. This will not affect the warranty.

9.2 The customer may refuse acceptance of damaged goods or arrange a pick-up date with the Watchmaster’s customer service.

Watchmaster’s customer service may be contacted at:
Tel.: +44 2035 100 477 (Monday – Friday, 9 a.m. - 6 p.m.)
E-mail: info@watchmaster.com

9.3 Your legal rights under the Consumer Rights Act 2015(also known as ‘statutory rights’), are set out at the top of this contract. They are a summary of your key rights. For more detailed information on your rights and what you should expect from us, please:

a. contact us using the contact details at the top of this page; or
b. visit the Citizens Advice website www.citizensadvice.uk or call 03454 04 05 06.

9.4 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015(also known as ‘statutory rights’). You may also have other rights in law.

9.5 Please contact us, if you want:
a. us to repair the goods;
b. us to replace the goods;
c. a price reduction; or
d. to reject the goods and get a refund.


10. Nature of the goods

10.1 The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the goods:

a. are of satisfactory quality;
b. are fit for purpose;
c. match the description, sample or model; and
d. are installed properly (if we install any goods).

10.2 We must provide you with goods that comply with your legal rights.

10.3 The packaging of the goods may be different from that shown on the site.

10.4 While we try to make sure that:

a. all weights, sizes and measurements set out on the site are as accurate as possible, there may be a small tolerance of up to 5% in such weights, sizes and measurements; and
b. the colours of our goods are displayed accurately on the site, the actual colours that you see on your computer may vary depending on the monitor that you use.

10.5 Any goods sold:

a. at discount prices;
b. as remnants; or
c. as substandard;

will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.

10.6 If we can’t supply certain goods, we may need to substitute them with alternative goods of equal or better standard and value. In this case:

a. we will let you know if we intend to do this but this may not always be possible; and
b. you can refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for.


11. Reservation of title

11.1 Watchmaster reserves its ownership and title in all goods delivered until full payment of the purchase price has been received, when title in the goods will pass to the customer.

11.2 If, at any time before title to the goods has passed to the customer, the customer defaults on the payment of the purchase price, commits a material breach of this agreement, the customer informs the Supplier, or the Supplier reasonably believes, that the Customer has or is likely to become subject of a third party debt order, seizure or other injunctions or come insolvent, Watchmaster may:

a. require the customer at the customer's expense to re-deliver the goods to Watchmaster; and
b. if the customer fails to do so promptly, enter any premises where the goods are stored and repossess them.

11.3 The customer undertakes to immediately inform all relevant third parties of Watchmaster’s ownership in the goods upon becoming aware of any third party debt orders, seizures or other injunctions in relation to the customer’s assets and will immediately notify Watchmaster in writing of the same for the purpose of enabling Watchmaster to enforce its ownership rights and to bring all relevant legal actions as Watchmaster may deem appropriate.


12. Customs

12.1 Goods ordered by the customer from Watchmaster for delivery outside of the European Union may be subject to import tariffs and taxes payable upon the parcel reaching the destination. Any additional fees incurred for customs clearance must be borne by the customer. These fees are beyond the control of Watchmaster. Customs regulations differ from country to country, and the customer should therefore contact his local customs authority for further information.

12.2 When placing an order with Watchmaster, for delivery outside of the European Union, the customer is deemed to be the importer and must comply with all laws and regulations of the country in which the goods are delivered. International deliveries are subject to being opened and inspected by customs authorities.


13. Warranty

13.1 Watchmaster is not the manufacturer of the delivered goods. In the case of claims pursuant to the Consumer Protection Act 1987, Watchmaster will promptly provide the name and address of the respective manufacturer to the customer.

13.2 Except as otherwise expressly stated in these Terms and Conditions:

a. the Supplier gives no warranty and makes no representations in relation to the goods; and
b. and all warranties and conditions (including the conditions implied by ss 13–15 of the Sale of Goods Act 1979), whether express or implied by statute, common law or otherwise are excluded to the extent permitted.

13.3 The above does not prejudice any statutory rights of the consumer customer.

13.4 Watchmaster offers its customers an extended warranty, hereinafter referred to as "Watchmaster-Warranty." The "Watchmaster-Warranty" is valid for 24 months from the date of purchase and refers exclusively on movements. For the first 12 months, the conditions of the legal warranty apply. From the thirteenth month, Watchmaster guarantees the following benefits in the event of a legitimate complaint for all watches purchased from Watchmaster during the period from 24.09.2018 to 31.12.2018:
As part of the warranty service, Watchmaster takes over the working hours by the contractor. Spare parts that have to be obtained for the repair are charged to the customer. The costs for the spare parts are communicated to the customer in written form before procurement and are to be confirmed by this.
It´s the customers responsibility to carry the costs of the transport of the watch as part of the Watchmaster guarantee. These are communicated to the customer before the collection of the watch and must be confirmed in writing by the customer. The announcement of utilization of the Watchmaster guarantee must take place in written form by the customer. In this letter, the customer must describe the deficiencies complained of. Watchmaster will then pick up the watch from the customer. If the conditions for claiming the Watchmaster Guarantee are not met, the customer will be notified of the reasons. The warranty rights according to numbers 13.1, 13.2, and 13.3 remain unaffected.

13.5 Exclusions
A) Repair of damage caused intentionally by the customer
B) The repair of water damage is always excluded from the Watchmaster guarantee
C) Watchmaster only handles repairs that can be resolved by one of watchmaster's own watchmakers. These are in particular the repair or replacement of defective parts, the regulation / adjustment of the watch and individual parts. Repairs by the manufacturer are excluded from the warranty.
D) The warranty obligation does not apply if the replacement part can not be procured outside the scope of responsibility of Watchmaster or if the manufacturer does not deliver the replacement part.
E) Bracelets, glasses, crowns and all wearing parts, as well as damage not caused by natural or normal wear and tear, are excluded from the guarantee. The costs for material and spare parts are to be taken over by the customer and are presented to him, before repair, for confirmation. Only when confirmed by the customer, the required repair is performed.

13.6 Watchmaster is also not obligated to provide warranty services if the provision of the service is impossible or causes above-average high costs.


14. Liability

14.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury arising from our negligence), we will not be liable for:

a. losses that:
(i) were not foreseeable to you and us when the contract was formed; or
(ii) that were not caused by any breach on our part;
b. business losses; and
c. consequential, indirect or special losses.


15. Complaints Procedure

We take complaints about our work, staff and levels of service very seriously. If you are not satisfied, please follow the process for making a formal complaint.

15.1 Complaints about Watchmaster
If you want to speak to someone about a complaint, you can call our public enquiries call centre on +44 2035 100 477 (lines are open 9:00 am to 6:00pm Monday to Friday, excluding bank holidays), where we will try to resolve the issue if we can. If you prefer to put your complaint in writing, in the first instance, write to the person who handled your query: that’s usually the quickest way to resolve a problem. If you’re still not satisfied, ask for your complaint to be escalated to their team leader or line manager.

15.2 Information we’ll need from you:

  • a clear, detailed description of what your complaint is about
  • copies of any letters or emails related to the complaint
  • a correspondence case reference number, if you have it
  • your email address or postal address (so we can reply)

We aim to respond to complaints within 5 working days. If we can’t reply to you within this time, we will let you know and tell you when you can expect a reply. If the problem is still unresolved, you can make a formal complaint to our Complaints Manager.

15.3 How to make a formal complaint about Watchmaster
You can make a formal complaint by post, online or by phone.

By post, write to:
Watchmaster
Complaints Manager
Standard House
Weyside Park Catteshall Lane
Godalming GU7 1XE

Online, email complaints@watchmaster.com and please put ‘For the attention of the Complaints Manager’ in the subject line.

Or Phone our public enquiries call centre on +44 2035 100 477 (lines are open 9:00am to 6:00pm Monday to Friday, excluding bank holidays). Our call centre staff can take a note of your complaint to pass on to the Complaints Manager, or arrange a suitable time for an advisor to do so. Please note it is advisable to put detailed complaints in writing, where possible, to ensure your concerns are comprehensively covered.

15.4 What happens next When you’ve made your complaint
We will:

  • send an email to let you know that we’ve received it (as long as you’ve provided a valid email address); and
  • investigate your complaint (looking at whether your questions were answered, whether you suffered any injustice or hardship, and what remedy would be fair and proportionate in the circumstances).

15.5 What to do if you’re not satisfied
If you are not satisfied with the outcome of your formal complaint you can address your complaint to the Ombudsman. You can file your complaint directly Privacy Policy.

15.6 Appeal against a decision of the Ombudsman
If you are unhappy with the Ombudsman’s decision you can appeal directly to the Ombudsman.


16. Privacy and cookies

16.1 We process information about you in accordance with our Privacy Policy. By using the Website, you consent to such processing and you warrant that all data provided by you is accurate and that, if it changes, you will tell us promptly.

16.2 The Website uses cookies. For more information on which cookies we use and how we use them, please see our Cookies Policy.


17. Our rights to end the contract

17.1 We may end the contract for a product at any time by writing to you if: (a) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
(b) 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, a correct address for the delivery;
(c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;
(d) you do not, within a reasonable time, allow us access to your premises to supply the services; or
(e) you are in breach of any of your obligations under these Terms and Conditions.

17.2 If we end the contract in the situations set out in clause 17.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.


18. General provisions

18.1 If one of these contractual provisions is or becomes invalid or infeasible, the validity of the other provisions of this contract will remain unaffected.

18.2 All contracts hereunder and these Terms and Conditions shall be governed and construed in accordance with English law and you irrevocably submit to the exclusive jurisdiction of the Courts of England.

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