Refund policy
At By the Hour, we carefully select and inspect each piece before it is listed for sale. As our watches and jewellery are vintage and pre-owned, each piece may naturally carry signs of age, wear, or previous use.
We encourage customers to carefully review the listing, photographs, measurements, condition details, and any additional information provided before making a purchase.
All Sales Are Final
Due to the vintage and pre-owned nature of our pieces, all purchases are final. We do not accept returns, exchanges, or refunds for change of mind, personal preference, sizing, or circumstances unrelated to an issue with the item.
This policy does not affect any rights or remedies that cannot legally be excluded under applicable consumer protection laws.
Items Materially Different from the Listing
If you believe your item is materially different from its listing description or photographs, please contact us at bthourco@gmail.com within 3 days of delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photographs or videos showing the issue
We will review the information provided and determine whether the item qualifies for a return or other appropriate resolution.
An item may be considered materially different where there is a significant discrepancy between the item received and what was represented in the listing. Minor variations or characteristics consistent with the item’s vintage or pre-owned nature do not generally qualify.
Vintage & Pre-Owned Condition
Vintage and pre-owned pieces may naturally exhibit signs of age and previous use, including:
- Minor scratches or surface marks
- Patina or discolouration
- Fading or changes in colour
- Signs of wear consistent with age
- Minor imperfections associated with vintage construction
Such characteristics are not considered defects where they are accurately disclosed or reasonably visible in the listing photographs.
Due to the nature and age of vintage pieces, we cannot guarantee that every component is original unless specifically stated in the listing.
Watch Function & Servicing
All watches are tested and confirmed to be in good working condition at the time of listing.
For battery-powered watches, the battery may require replacement if it becomes depleted during transit or thereafter. Battery replacement is considered routine maintenance and does not, by itself, qualify an item for a return or refund.
Vintage watches may also require servicing or maintenance over time due to the age of their components. Unless expressly stated otherwise, By the Hour does not provide a warranty for future performance, accuracy, battery life, or mechanical operation after purchase.
Unless otherwise stated, vintage watches should be considered not water-resistant. We strongly recommend keeping them away from water and moisture.
Authenticity
We take care in sourcing and evaluating the authenticity of the pieces we offer. Where applicable, authenticity is supported by reputable sourcing, authentication documentation, listing details, photographs, and/or movement photographs.
Any specific authenticity information or documentation provided for a particular item will be stated in its listing.
Approved Returns
If a return is approved by By the Hour, the customer will be provided with return instructions.
Returned items must be received in the same condition in which they were delivered, together with any original packaging, accessories, or accompanying items where applicable.
Customers are responsible for ensuring that approved returns are securely packaged. By the Hour may decline a return or adjust the refund where an item has been damaged, altered, worn, or otherwise changed after delivery.
Unless otherwise required by applicable law, return shipping costs are the responsibility of the customer.
Refunds
Once an approved return has been received and inspected, we will notify you of the outcome.
Where a refund is approved, it will generally be issued to the original payment method. The time taken for the refund to appear may vary depending on the payment provider or financial institution.
Original shipping charges are generally non-refundable unless the refund is required due to an error on our part or applicable law requires otherwise.
Damaged Parcels
If your parcel arrives visibly damaged, please retain all packaging materials and contact us at bthourco@gmail.com as soon as possible with photographs of the parcel and its contents.
We will review the circumstances and assist with the relevant carrier enquiry where possible.
Contact Us
For questions regarding returns, refunds, or an item you have received, please contact:
By the Hour
Email: bthourco@gmail.com