Returns Policy

Onaro Ltd -  Returns Policy

1. Information about us and how to contact us. 

1.1 Who we are. We are ONARO LTD, a company registered in England and Wales with company number 13281152, whose registered office is at 64 Knightsbridge, London, SW1X 7JF

1.2 How to contact us. You can contact us by telephoning our customer service team on 0203 6678889 or email us on hello@onaro.co.uk

1.3 How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address you have provided to us.

1.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

2. Your legal rights- an overview

2.1 When you buy products from a business, in law you have a number of rights as a consumer.   Our returns policy does not affect your statutory rights.

2.2 Please note that the condition of second hand watches will not be the same as watches that are new and the watch may show signs of age and wear and tear.

2.3 Please note that we only sell our watches to consumers. 

3. If you are a consumer and you have changed your mind

3.1. Subject to bullet point 2 below, if you have bought a watch from us without meeting us face to face, you can change your mind without giving us a reason and return the watch after you have paid for it in full, within 14 days from the date you receive the watch (Cancellation Period), provided the watch is in the same condition in which it was sold to you and our returns tag is still attached and completely in tact.

Please note:

  • if you have bought a watch by visiting our showroom you do not have right to cancel if you have changed your mind. 
  • In addition, you will not be able to return any watch to us that has been specially adapted to your needs and/or customised, irrespective of whether you have bought the watch face to face or without meeting us.

3.2 If you are eligible and want to exercise your right to change your mind during the Cancellation Period, please contact us at hello@onaro.co.uk or via phone on 0203 6678889

3.3 If you are eligible and exercise the right to change your mind during the Cancellation Period, you will be responsible for any costs of return, any taxes and/or duties.  You will only be entitled to a full refund if you have handled and inspected the watch in the same way as we would allow in our showroom.  If you use and or inspect the watch beyond what we would allow in our showroom, we may make deductions to reflect the reduction or diminution in value to the watch and/or refuse to give you a refund. An example of inspection and use which we would not allow in one of our showrooms is where you have worn the watch and there are signs of wear.

3.4 If you are eligible and have exercised your right to change your mind during the Cancellation Period, please note that the watch will need to be returned to us within 14 days after you have exercised your right to change your mind. 

4. What happens if your product is faulty or not as described

4.1 Faults and defects within the first six months of purchase.  We hope this will not happen but should your products be faulty or not as described then you can return them to us for assessment.  Once we have received your watch, we will conduct an inspection and an assessment.  If we determine that the fault or misdescription is our responsibility, we will try and repair it.  If that is not possible and we are unable to offer you an equivalent replacement, we will issue  you with a refund.

4.2 Faults and defects after 6 months.  If a defect becomes apparent after 6 months following delivery, it is your responsibility the onus is on you to prove that the product was defective on delivery or collection (as the case may be).  Whether you are entitled to a full or partial refund will depend upon the circumstances.   Again, we will inspect and carry out an assessment of, any watches returned to us once we have received your watch.

Please also see our warranty terms below which do not affect your statutory rights at [https://onaro.co.uk/pages/terms-conditions].

4.3 When you will receive your refund.  If you are entitled to a refund, we will aim to refund you within 14 working days of having received the returned watch.  We will refund any monies due to you via the same method of purchase.   Time for payment is not of the essence.   

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