Refund policy
RETURNS & REFUNDS POLICY
Last updated: 30 August 2026
At AUVREN, we want you to feel confident when purchasing an AUVREN watch. This policy explains how to request a cancellation, refund, or assistance with a damaged, faulty, incorrect, or misdescribed product.
This policy applies to orders delivered in the United Kingdom. Nothing in this policy limits or excludes your statutory rights under applicable consumer law.
1. REFUND REQUESTS
If you would like to request a refund, email contact@auvrenwatches.com with your order number and a clear explanation of your request. You may contact us because you have changed your mind, received a damaged or faulty item, received the wrong item, or believe the item is not as described.
AUVREN reviews each request individually. To help us assess it, we may ask for photographs, video, a description of the issue, or other reasonable information relating to the order.
2. REFUND WITHOUT RETURN
In some cases, AUVREN may approve a refund without requiring the customer to send the watch back. This may be offered as a goodwill solution where returning the item is unnecessary or disproportionate, including certain low-value, damaged, faulty, incorrect, or misdescribed-item cases.
If AUVREN confirms in writing that a refund without return has been approved, the customer may keep the product and must not send it back unless AUVREN later provides different written instructions.
A refund without return is not automatic and is not guaranteed for every request. AUVREN may request the product to be returned where inspection is reasonably necessary, where the item has significant value, where there is suspected misuse or fraud, or where applicable law requires a different remedy.
This section does not remove or restrict any statutory consumer rights. If a customer exercises a statutory cancellation right for an online purchase, AUVREN may require the goods to be returned before issuing the refund, as permitted by law.
3. CHANGE-OF-MIND CANCELLATIONS
For online purchases, customers generally have the legal right to cancel without giving a reason within 14 days of receiving the goods. After notifying AUVREN, the customer normally has a further 14 days to send the goods back.
To exercise this right, email contact@auvrenwatches.com with the order number and a clear statement that you wish to cancel. An optional cancellation form appears at the end of this policy, but it is not required.
As an additional voluntary benefit, AUVREN may approve a refund without return for selected change-of-mind requests. This is discretionary and must be confirmed by AUVREN in writing. If no refund-without-return approval is given, the customer must follow the return instructions provided by AUVREN.
For a statutory cancellation, the customer may handle the watch only as necessary to inspect it as they would in a shop. If the item is used or handled beyond what is reasonably necessary and its value is reduced, AUVREN may make a corresponding deduction where permitted by law.
4. DAMAGED, FAULTY, INCORRECT, OR MISDESCRIBED ITEMS
Please inspect your order when it arrives and contact us as soon as reasonably possible if:
- The watch is damaged in transit.
- The watch is faulty.
- You received the wrong product.
- The product does not match its description.
Email contact@auvrenwatches.com with your order number and clear photographs or video where helpful. In many cases, AUVREN may resolve the issue by issuing a refund without requiring the item to be returned. If a return, repair, or replacement is reasonably necessary, we will provide further instructions.
AUVREN will provide the remedy required by applicable consumer law, which may include a repair, replacement, price reduction, or refund. Your statutory rights apply independently of any AUVREN warranty. A warranty does not replace or reduce those rights.
5. RETURN REQUESTS AND RETURN INSTRUCTIONS
AUVREN will not require a customer to return an item unless we have specifically requested it in writing. If a return is required, we will provide the correct return address and instructions by email.
Do not send a product to an address shown on a parcel or found elsewhere online unless AUVREN has confirmed that address in writing.
If AUVREN requests a return because the item is faulty, damaged, incorrect, or not as described, we will provide instructions regarding reasonable return costs in accordance with applicable law.
If a customer chooses to return an item when AUVREN has approved a refund without return, the customer must first obtain written confirmation from AUVREN. AUVREN cannot guarantee reimbursement for an unauthorised return.
6. REFUND PROCESSING
Approved refunds will be made to the original payment method. We will confirm by email whether the refund has been approved and whether the customer may keep the product or must return it.
For a statutory cancellation, AUVREN will refund the product price and the cost of the least expensive standard delivery option offered at checkout, subject to applicable law. Any additional amount paid for upgraded delivery will not be refunded unless required by law.
Where a return is required, we will issue the refund without undue delay and, where applicable, no later than 14 days after the day on which we receive the returned goods or receive evidence that they have been sent back, whichever occurs first. Where the law permits, AUVREN may withhold the refund until the goods have been received or evidence of return has been provided.
Where AUVREN has approved a refund without return, the refund will be initiated without undue delay after approval. Your bank or payment provider may take additional time to display the funds in your account.
7. SALE AND PROMOTIONAL ITEMS
Promotional and sale items are covered by the same statutory rights as full-price items. AUVREN will not exclude or restrict statutory rights because an item was purchased during a promotion.
8. EXCHANGES
We do not currently offer direct exchanges. If you want a different model or colour, contact us first. AUVREN may approve a refund without return or may provide separate instructions depending on the circumstances. This does not affect statutory rights relating to faulty, damaged, incorrect, or misdescribed goods.
9. ITEMS MADE TO CUSTOMER SPECIFICATIONS
The statutory cancellation right may not apply to products that have been personalised or made to the customer’s specifications, where applicable law allows this exception. This exception does not apply where the product is faulty, damaged, incorrect, or not as described.
10. CONTACT
For cancellations, refund requests, product issues, or questions about this policy, contact:
AUVREN Customer Support
Email: contact@auvrenwatches.com
OPTIONAL CANCELLATION FORM
To: AUVREN Customer Support — contact@auvrenwatches.com
I hereby give notice that I cancel my contract for the sale of the following goods:
Order number: ______________________________
Product(s): _________________________________
Date ordered: _______________________________
Date received: ______________________________
Customer name: _____________________________
Customer address: ___________________________
Date of cancellation request: ________________
Signature, if this form is submitted on paper: __________________________