Refund policy

Returns and exchanges

For help with a return, exchange or cancellation, email contact@aldern.store with your order number. We will provide the appropriate return instructions. Please do not send an item to an address printed on its parcel without contacting us first.

If you change your mind

For UK online purchases, you may notify us that you wish to cancel within 14 days after delivery. You then have a further 14 days to return the goods. You may inspect a watch as you would in a shop; a deduction may apply for handling beyond what is necessary to establish its nature, characteristics and function.

We refund the applicable amount, including standard outbound delivery where required, within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier. Any extra charge for a premium delivery service is not included in a change-of-mind refund. Refunds are made to the original payment method.

Faulty, damaged or incorrect items

Please contact us if your watch arrives damaged, is faulty or does not match its description. Your statutory rights, including applicable rights to reject, repair, replacement or refund, are unaffected by this policy. A fault may give you rights beyond the change-of-mind period.

Exchanges

Tell us which model and colour you would prefer. We will confirm availability and the next steps before you send your watch back.

Buy 1, Get 1 Free orders

Please tell us whether you wish to return one watch or both. For a full cancellation, include both watches in the return. For a partial return, we will explain how the promotion affects the refund before you proceed. Refunds reflect the amount actually paid and your statutory rights; a free promotional item does not have a separate cash refund value.

Keep your proof of postage until your return is resolved. For independent information, see UK consumer return and refund rights.