The Moose-Shack Watches

Returns and Refunds Policy

Last Updated: 28 July 2026

Thank you for shopping at The Moose-Shack Watches. We take pride in the craftsmanship of our timepieces and want you to be completely satisfied with your purchase.

Please read this policy carefully to understand your rights and our procedures regarding returns, refunds, and exchanges.

1. Standard (Pre-Built) Watches

For our standard, pre-built watches that have not been modified or customised to your specifications, you have the right to change your mind and return the item(s) under the UK Consumer Contracts Regulations.

  • Return Window: You have 14 days from the day you (or someone you nominate) receive your order to notify us that you wish to return it. You then have a further 14 days to send the item back to us.
  • Condition of Return: To be eligible for a return, the watch must be unworn, unaltered, in the exact same condition that you received it, and in its original packaging with all tags, protective films, manuals, and accessories included.
  • Deductions: We reserve the right to make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you (for example, wearing the watch out or removing protective seals).

2. Custom-Built and Personalised Watches

Due to the highly bespoke nature of our custom-built watches, all sales of custom or personalised watches are final.

Under UK law, goods that are made to the consumer’s specifications or are clearly personalised are exempt from the standard 14-day cancellation rights.

  • Once production has commenced on a custom order, it cannot be cancelled or modified.
  • We do not accept returns or offer refunds for custom builds unless the item is faulty, damaged upon arrival, or does not match the specifications agreed upon at the time of order.

3. Faulty or Damaged Items

We thoroughly inspect all watches before dispatch. However, if your watch arrives damaged, or develops a manufacturing fault, you have specific legal rights under the Consumer Rights Act 2015.

  • Within 30 Days: If your watch is faulty or damaged upon delivery, you are entitled to a full refund or a replacement. Please contact us immediately upon discovering the fault.
  • After 30 Days: If a fault develops after 30 days but within the first 6 months, we will attempt to repair or replace the watch. If the repair or replacement is unsuccessful, you may be entitled to a full or partial refund.
  • Exclusions: Please note that our guarantee does not cover normal wear and tear, accidental damage, water damage (if the watch was used outside its stated water resistance rating), or damage caused by improper use or unauthorised modifications.

4. How to Initiate a Return

To request a return or report a faulty item, please follow these steps:

  1. Email us at info@moose-shack.com with your order number, full name, and the reason for the return. If the item is faulty or damaged, please include clear photographs of the issue.
  2. Our support team will review your request and, if authorised, provide you with a Return Merchandise Authorisation (RMA) number and the return address.
  3. Package the watch securely in its original packaging. We highly recommend using a trackable and insured shipping service, as we cannot be held responsible for items lost or damaged in transit.
  4. Return Shipping Costs: You will be responsible for paying for your own shipping costs for returning standard items because you have changed your mind. If the item is faulty or we made an error, we will reimburse your reasonable return postage costs.

5. The Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
  • We aim to process refunds as quickly as possible, but please allow up to 14 days from the day we receive the returned goods (or proof of postage) for the funds to appear in your account.

6. Exchanges

We only replace items if they are defective or damaged. If you wish to exchange a standard, pre-built watch for a different model, the fastest way to ensure you get what you want is to return the original item for a refund (following the standard returns process above) and make a separate purchase for the new item.

7. Contact Us

If you have any questions about this Returns and Refunds Policy, please contact us:

The Moose-Shack Watches Website: https://www.moose-shack.com Email: info@moose-shack.com