Terms and Conditions
Overview
This website is operated by Clemence Watches Limited. Throughout the site, and going forward the terms “we”, “us”, “I” and “our” refer to Clemence Watches Limited. We offer this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here. By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content. We recommend you read these Term carefully to ensure you fully understand and agree with them before ordering or pre-ordering any of our Products. Our Terms may be updated from time to time so we recommend printing or saving a copy of these Terms at the time of placing your order or pre-order for future reference.
Returns & Exchanges
We want you to be completely happy with your watch. If for any reason you decide it isn’t right for you, you may return it within 14 days of delivery for a refund, subject to the conditions below. How to return • Please contact us at info@clemencewatches.com before returning your watch so we can provide instructions. Returns must be dispatched within 7 days of return instructions being provided. • The watch must be returned in its original, unworn condition with all packaging, tags, and accessories. • Return shipping costs and any import fees are the responsibility of the customer. If import fees are due and have not been paid in advance by the customer, the value will be deducted from the total refunded amount. Refunds • Refunds cover the product price minus a 5% restocking fee and our standard outbound shipping charge. • We use a 5% restocking fee to cover the costs which are incurred by Clemence Watches as part of each sale. We have chosen to make use of restocking fees to help cover this cost, rather than building it into our profit margins. This aims to help keep pricing as fair and equitable as possible for our customers. • Outbound shipping is included free of charge with watch orders, but this is a subsidised cost which is not refundable. These costs are as follow: £12 for UK orders, £32 for USA and European orders, and £40 to £55 depending on location for other international orders). • If the watch shows signs of wear, use, or damage, we may make further deductions to reflect any loss in value. Exchanges If you’d prefer, we’re happy to arrange an exchange (for example, a different model or strap) instead of a refund. Please let us know when you contact us. Exchanges are subject to the following: • Request being received within 14 days of delivery. • All items being in original, unworn condition with all packaging, tags, and accessories. • Exchanges are exempt from restocking fees, however, additional shipping fees may be required. Please note, refunds and exchanges are not available on personalised, customised or build-to-order Products.
Shipping
We subsidise shipping costs for all watch orders to provide free shipping! Shipping rates for orders which do not include watches are calculated at checkout. International shipments are dispatched from the United Kingdom, via DHL Express. Domestic shipping is via a combination of Royal Mail tracked services and DHL Express. Shipments are dispatched between Monday and Friday, typically within 1 week of the order being placed (excluding pre-orders), unless otherwise noted. Note that we are not responsible for any delays caused by customs and/or any fees incurred by customs. For an estimate of your country's customs fees, we recommend: https://www.simplyduty.com/import-calculator/ Further information relating to VAT and import duties are provided within the below section.
VAT & Import Duties
We’re a UK-based brand, and all our prices are shown as final retail prices – the same wherever you are in the world. However, for our international customers, import fees may be due to your local Customs office. • UK customers: Prices include UK VAT, so no additional fees are due. • US, EU, and international customers: We do not charge UK VAT. When your order arrives, your local customs authority may apply VAT, import duties, or handling fees. These charges vary by country and are set by your customs office – they are outside our control and are the responsibility of the buyer. DHL (our chosen international courier) will contact you to arrange payment upon import. To help give you a rough idea of what to expect: • US customers may incur approximately 10% of the order value. • EU customers may incur approximately 19–22% of the order value, depending on the country. • Other countries: Charges vary, so it’s best to check with your local customs office for accurate information. We keep our pricing simple and consistent so that every customer gets the same value, wherever you are. Tip: If you’re ordering from outside the UK, it’s worth checking your local import rules so you know what to expect when your order arrives. If you're requested to provide any further information by DHL upon import, please let us know (info@clemencewatches.com) - we're here to help.
Warranty
Our watches are backed by a 2 year international warranty*. Warranty covers manufacturing defects that have occurred under normal and reasonable use. This does not apply to damage due to direct or indirect misuse or abuse. We reserve the right to determine if the product is covered under warranty program. Please write to us to report and commence any warranty claims. This warranty does not apply to any costs, repairs, or replacements for the following: • Repairs necessitated by use other than normal and/or reasonable use. • Blemishes, scratches or other cosmetic damage caused by normal wear and tear. • Damage resulting from negligence, misuse, abuse, accidents, or alterations. • Any damages that may arise after any unauthorised work is attempted. • Conditions, malfunctions, or damage not resulting from defects in material or workmanship, including magnetisation. *all models sold from October 2023 onwards.
Products
Our products are guaranteed new unless explicitly stated. Product availability is indicated on the product page. As a microbrand, our production cycles are naturally limited and therefore, stock of items cannot be guaranteed in the long term. The pictures seen on the website are as accurate as possible.
Pre-orders
A “Pre-order” means the Product you are ordering is not currently in stock but is available for reservation. The Product you have pre-ordered will be shipped to you at a future date once it becomes available, subject to reasonable delays in manufacturing and/or delivery. Listed delivery dates are an estimate only. Pre-order items are subject to reasonable minor revisions and changes in specification and design from website descriptions and website imagery. By placing a pre-order you accept reasonable minor changes may be made to the product you receive from the descriptions and photographs of the product available on our website at the time of placing your pre-order. PRE-ORDER REGISTRATION AND PAYMENT When placing a pre-order for the Products, you will be required to provide information, such as your address and billing information. You represent and warrant that all such information is accurate, and you shall ensure that such information is kept current. Clemence Watches shall have no responsibility or liability for inaccurate information or information that later becomes outdated, and shall have no obligation to make efforts to determine the correct contact or shipping information. In the event your shipping information changes in the period between completing your pre-order and your product being dispatched, please ensure you update Clemence Watches with your new information by sending an e-mail to info@clemencewatches.com. Clemence Watches are not liable for any products that are shipped to old or incorrect addresses. You will be charged at the time of placing the pre-order. Your placing of a pre-order constitutes your express agreement to the company charging your provided payment method at such time. The purchase price does not include import duties, taxes and other government charges, which are the buyers responsibility. When placing a pre-order, you agree that: (i) you are responsible for reading the full item listing before making a commitment to buy it: (ii) you enter into a legally binding contract to purchase the product when you complete the check-out payment process. CANCELLING A PRE-ORDER If you wish to cancel your pre-order at any time, prior to Clemence Watches dispatching your Product, please contact Clemence Watches customer service (info@clemencewatches.com) and we will be happy to process a refund. Please allow up to 15 business days from date of request for refund to be processed. The time for the refund to be processed depends on your bank. Please note that for any cancelled or refunded pre-orders a 5% restocking fee will be applied to the total value of your order. This 5% restocking fee covers the costs which are incurred by Clemence Watches as part of each order. We have chosen to make use of restocking fees to help cover this cost, rather than building it into our profit margins. This aims to help keep pricing as fair and equitable as possible for our customers. In the unlikely event we are unable to fulfil your pre-order we will inform you by email and provide a 100% refund. You will not be entitled to any compensation or remedy in case of delay in manufacturing/delivery, or cancellation by Clemence Watches of your pre-order. A “Pre-order” means the Product you are ordering is not currently in stock but is available for reservation. The Product you have pre-ordered will be shipped to you at a future date once it becomes available, subject to reasonable delays in manufacturing and/or delivery. Listed delivery dates are an estimate only. Pre-order items are subject to reasonable minor revisions and changes in specification and design from website descriptions and website imagery. By placing a pre-order you accept reasonable minor changes may be made to the product you receive from the descriptions and photographs of the product available on our website at the time of placing your pre-order. PRE-ORDER REGISTRATION AND PAYMENT When placing a pre-order for the Products, you will be required to provide information, such as your address and billing information. You represent and warrant that all such information is accurate, and you shall ensure that such information is kept current. Clemence Watches shall have no responsibility or liability for inaccurate information or information that later becomes outdated, and shall have no obligation to make efforts to determine the correct contact or shipping information. In the event your shipping information changes in the period between completing your pre-order and your product being dispatched, please ensure you update Clemence Watches with your new information by sending an e-mail to info@clemencewatches.com. Clemence Watches are not liable for any products that are shipped to old or incorrect addresses. You will be charged at the time of placing the pre-order. Your placing of a pre-order constitutes your express agreement to the company charging your provided payment method at such time. The purchase price does not include import duties, taxes and other government charges, which are the buyers responsibility. When placing a pre-order, you agree that: (i) you are responsible for reading the full item listing before making a commitment to buy it: (ii) you enter into a legally binding contract to purchase the product when you complete the check-out payment process. CANCELLING A PRE-ORDER If you wish to cancel your pre-order at any time, prior to Clemence Watches dispatching your Product, please contact Clemence Watches customer service (info@clemencewatches.com) and we will be happy to process a refund. Please allow up to 15 business days from date of request for refund to be processed. The time for the refund to be processed depends on your bank. Please note that for any cancelled or refunded pre-orders a 5% restocking fee will be applied to the total value of your order. This 5% is to cover the payment charges which are incurred by Clemence Watches for each transaction. We have chosen to make use of restocking fees to cover this potential expense to the business, rather than building it into our profit margin for each Product to help keep pricing as fair and equitable as possible for our customers. In the unlikely event we are unable to fulfil your pre-order we will inform you by email and provide a 100% refund. You will not be entitled to any compensation or remedy in case of delay in manufacturing/delivery, or cancellation by Clemence Watches of your pre-order. Refunds are not available on personalised or customised Products.
Ordering a Product and Payment
When placing an order for Products, you will be required to provide information, such as your address and billing information. You represent and warrant that all such information is accurate. Clemence Watches shall have no responsibility or liability for inaccurate information or information that later becomes outdated, and shall have no obligation to make efforts to determine the correct contact or shipping information. You can update your information at any time prior to your Product being shipped by sending an e-mail to info@clemencewatches.com. You will be charged at the time of placing the order. Your placing of a Product order constitutes your express agreement to the company charging your provided payment method at such time. The purchase price does not include import duties, taxes and other government charges, which are the buyers responsibility. When placing an order, you agree that: (i) you are responsible for reading the full item listing before making a commitment to buy it: (ii) you enter into a legally binding contract to purchase the product when you complete the check-out payment process.
eGift Cards
eGift Cards may be exchanged for goods for which the price is equal to or lower than the balance or value of the eGift Card. eGift Cards can be used as a complete or partial payment. If a purchase exceeds the redeemer's eGift Card balance or value, the remaining amount must be paid with another method of payment. If any item purchased with an eGift Card is subsequently exchanged for an item of a lower price or refunded, any money owing to you will be refunded via the form of eGift Card. eGift Cards can only be used online. Gift cards are valid for 12 months from the day of purchase. They cannot be resold, transferred for value or exchanged for cash. eGift Cards cannot be returned or refunded, except in accordance with your legal rights. Clemence Watches shall not be liable or responsible for lost eGift Cards, or if the eGift Card is used without your permission. Clemence Watches reserves the right to refuse to accept any eGift Card (and to take alternative forms of payment) which it deems to have been tampered with, modified, duplicated, or which otherwise is suspected to be affected by fraud. By purchasing, using or accepting an eGift Card you confirm your acknowledgement and acceptance of these terms and conditions. Clemence Watches reserves the right to amend these terms and conditions from time to time, without notice and to take appropriate action, including the cancellation of eGift Cards, if, in its discretion, it deems such action necessary. This does not affect your legal rights. The remainder of these Terms shall apply to all purchases of goods made using an eGift Card. There are no limitations on how many times an eGift Card can be used (until the balance is £0.00).
Personal Information
Your submission of personal information through the store is governed by our Privacy Policy.
If you have any other questions about our Terms that aren't answered above, please don't hesitate to get in touch with us via email at info@clemencewatches.com