Refund policy

Refund & Returns Policy – Kettles & Carats

At Kettles & Carats, we pride ourselves on providing authentic, high-quality watches, watch dials, and jewellery. Please read this policy carefully before making a purchase.

1. Distance Selling and Cancellation Rights

Under UK consumer law, customers have a 14-day “cooling-off” period for most online purchases. However, this does not apply to:

  • Custom-made or bespoke items

  • Personalized products (e.g., engraved watches or custom jewellery)

  • Perishable items or items that cannot be returned for hygiene or safety reasons

All watches, jewellery, and watch dials sold by Kettles & Carats fall under custom/luxury items, and therefore cannot be returned for change of mind.

2. Faulty or Damaged Items

If your item is received faulty or damaged, you must notify us within 48 hours of delivery.

To request a replacement or repair, please:

  • Contact us via our contact page or email

  • Include your order number

  • Provide clear photos and details of the issue

We will assess the issue and provide an appropriate resolution, which may include:

  • Repair of the item

  • Replacement if repair is not possible

3. Repairs Policy

We offer one complimentary repair per item if it becomes damaged after purchase.

  • The free repair covers normal accidental breakage only.

  • Loss, theft, or severe damage due to negligence is not covered.

  • Customers are responsible for shipping costs when sending items for repair.

4. Non-Refundable Items

The following are non-refundable and non-returnable:

  • Items purchased as-is or final sale

  • Change of mind

  • Items damaged due to improper use

  • Minor variations or imperfections consistent with natural materials, vintage, or handmade items (including mother-of-pearl dials)

5. Contact

For any questions, issues, or repair requests, please contact us:

Email: kettlesandcarats@gmail.com

Contact Form: https://kettles-and-carats.myshopify.com/pages/contact

6. Agreement

By purchasing from Kettles & Carats, you acknowledge and accept the terms of this Refund & Returns Policy.