Refund policy
1. Overview
We want you to be satisfied with your purchase. This Return & Refund Policy explains the conditions under which returns, exchanges, and refunds are accepted for products purchased from WristWorks (the "Store," "we," "us," or "our") through our website (the "Site").
By placing an order, you agree to the terms set out below. Please read this policy carefully before completing your purchase.
2. Return Window
You may request a return within 60 calendar days of the delivery date confirmed by the carrier's tracking information.
Requests submitted after this period will not be accepted, except where a longer period is required by mandatory law applicable to you.
3. Conditions for Return
To be eligible for a return, the item must:
- Be unused, unworn, and in the same condition in which you received it;
- Retain all original packaging, protective seals, manuals, charging cables, and accessories;
- Show no signs of wear, damage, odour, hair, skin contact residue, or modification;
- Be accompanied by proof of purchase (order number or receipt).
Items that have been used, activated beyond initial inspection, or whose hygiene seal has been broken are not eligible for return, for hygiene and safety reasons, except where the item is defective.
We reserve the right to refuse any return that does not meet these conditions, or to apply a proportionate reduction to the refund amount reflecting any diminished value of the item.
4. Non-Returnable Items
The following are not eligible for return or refund:
- Gift cards;
- Items marked as final sale, clearance, or non-returnable at the time of purchase;
- Free promotional items and gifts with purchase;
- Items returned without prior authorisation (see Section 5);
- Items damaged through misuse, accident, unauthorised repair, or failure to follow the instructions provided.
5. How to Request a Return
All returns require prior authorisation. Do not send any item back before receiving written confirmation from us.
- Email contactwristworks@gmail.com with your order number, the item concerned, and the reason for the return.
- Where relevant, attach clear photographs showing the item and its condition.
- We will respond within 2–3 business days with a decision and, if approved, return instructions and a return authorisation reference.
- Ship the item to the address we provide, with the authorisation reference clearly marked, using a tracked and insured service.
Unauthorised returns, or items sent to any address other than the one we provide, may be refused, returned to sender, or discarded without refund.
6. Return Shipping Costs
Change of mind / non-defective returns: You are responsible for return shipping costs, and for any customs duties, import taxes, or handling fees incurred on the return shipment. Original shipping charges are non-refundable.
Defective, damaged, or incorrect items: We will cover the reasonable cost of return shipping, provided the fault is confirmed on inspection and the return was authorised in advance.
Risk of loss or damage in transit remains with you until the item is received by us. We strongly recommend using a tracked, insured service and retaining proof of postage. We are not responsible for returns lost or damaged in transit.
7. Defective or Damaged Items
If your item arrives damaged, defective, or incorrect, contact contactwristworks@gmail.com within 3 calendar days of delivery, including:
- Your order number;
- Photographs of the item and all packaging;
- A description of the issue.
We may request that the item be returned for inspection before a remedy is issued. Where a defect is confirmed, we will, at our discretion and subject to your legal rights, offer a replacement, repair, or refund.
Claims made after this period may still be considered under any applicable statutory warranty or the manufacturer's warranty. Damage caused by misuse, dropping, exposure to water beyond the product's stated rating, unauthorised disassembly, use of non-approved chargers or accessories, or failure to follow the user instructions is not covered.
8. Refunds
Once your return is received and inspected, we will notify you of the outcome within 5 business days.
If approved, your refund will be issued to the original payment method. We do not issue refunds to alternative accounts, cards, or persons.
Please allow 5–10 business days after approval for the refund to appear on your statement. Processing times are determined by your bank or payment provider and are outside our control.
Refunds cover the price paid for the returned item. Original shipping charges, expedited shipping upgrades, insurance fees, and any duties or taxes already paid are non-refundable, except where the return results from our error or a confirmed defect, or where mandatory law provides otherwise.
9. Exchanges
We replace items only where they are defective, damaged, or incorrect, and subject to stock availability. If a replacement is unavailable, a refund will be issued instead.
For any other exchange, please return the original item under this policy and place a new order.
10. Late, Missing, or Failed Deliveries
If tracking indicates delivery but you have not received your order, please first check with members of your household and your local carrier depot. Report the issue to contactwristworks@gmail.com within 3 calendar days of the recorded delivery date.
We are not responsible for orders delivered to an incorrect address supplied by you at checkout, for orders refused or left unclaimed, or for orders lost after delivery has been confirmed by the carrier. Orders returned to us as undeliverable due to an incorrect or incomplete address may be refunded less shipping and handling costs, or reshipped at your expense.
11. Order Cancellations
Orders may be cancelled without charge only if the request is received before the order has been dispatched. Email contactwristworks@gmail.com as soon as possible. Once an order has entered fulfilment, it cannot be cancelled and must be handled under this policy after delivery.
12. Chargebacks
If you have an issue with your order, please contact us first at contactwristworks@gmail.com. We aim to resolve all disputes directly and promptly.
Initiating a chargeback without first contacting us may delay resolution. Fraudulent or unfounded chargebacks may be contested with full documentation, including order records, delivery confirmation, and correspondence, and may result in the closure of your customer account and refusal of future orders.
13. Consumers in the European Union and United Kingdom
If you are a consumer resident in the EU or the UK, you have a statutory right to withdraw from a distance purchase within 14 days of receiving the goods, without giving a reason.
To exercise this right, notify us at contactwristworks@gmail.com with a clear statement of your decision before the 14-day period expires. You must return the goods without undue delay and in any event within 14 days of notifying us. You bear the direct cost of returning the goods.
We will reimburse all payments received from you, including standard delivery costs (but excluding any supplementary costs arising from your choice of a delivery type other than the least expensive standard delivery we offer), without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them, whichever is earlier.
You may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
Nothing in this policy limits or excludes your statutory rights as a consumer under the law applicable in your country of residence.
14. Changes to This Policy
We may update this Return & Refund Policy at any time. The version in force at the time of your order will apply to that order. The current version is always published on this page with the date last updated.
15. Contact
All return, refund, and cancellation enquiries:
contactwristworks@gmail.com