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Orders & Returns

At Henry Richards, we aim to ensure your complete satisfaction with every purchase. If, for any reason, you need to return or exchange an item, our policy is outlined below to guide you through the process.

In-Store Purchases

 

  • No Returns Policy: We do not offer refunds or returns for in-store purchases unless this has been explicitly agreed upon at the time of purchase. If this is the case, a staff member will note the agreement on your receipt.
  • Faulty Items:
    • If an item is faulty, you are entitled to a full refund within 30 days of purchase.
    • Beyond 30 days, and within the warranty period, we will arrange for a free repair, replacement, or issue a store credit, in line with the manufacturer’s warranty terms.
    • Partial refunds are not available for faulty items.
  • Exchanges:
    • Exchanges are available within 30 days of purchase, provided the item is in its original, unused condition, including all packaging, certification, and accessories.
    • The new item must be of equal or greater value, with the new value being at least 25% of the original item’s price.
  • Credit Notes: A credit note may be issued for eligible returns under the same conditions as exchanges.
  • Item Condition: Items that show scratches, signs of wear, or damage cannot be returned or exchanged, as all products are sold in brand-new condition.

Online Purchases

 

  • Returns Period:
    • UK customers have 14 days from the date of delivery to return an item.
    • The same 14-day policy applies to international orders.
  • How to Return an Item:
    To initiate a return, please contact our customer care team:
    • Email: info@hrichards.co.uk
    • Phone: 0800 955 0085

    Once confirmed by our team, you can return your item via either of the following methods:

    1. In Person: Bring your item to our store:
      Henry Richards
      Unit 11.1.10
      The O2, Icon Outlet
      Greenwich Peninsula
      London SE10 0DX, UK
    2. By Post: You can return your item to the same address using Royal Mail Special Delivery or an equivalent tracked service.
  • What to Include in Your Return:
    To ensure a smooth process, please include:
    • A printed proof of purchase (e.g., your order confirmation or receipt).
    • A note with the reason for return and your order details (e.g., order number).
  • Condition of Returned Items:
    • All items must be unused and in their original condition, with packaging, certification, and accessories intact.
    • Watches must retain their factory seals to qualify for a full refund or exchange.

Faulty Items

 

  • Within 30 Days: You are entitled to a full refund for faulty items within 30 days of purchase.
  • After 30 Days: If a fault arises after 30 days but within the warranty period, you are entitled to:
    • A free repair,
    • A replacement,
    • Or store credit, depending on the manufacturer’s warranty terms.
  • Partial refunds are not available for faulty items.
  • 6 Months: If the fault occurs within six months and the item cannot be repaired or replaced, you are entitled to a refund.

Refund Process

 

  1. Once we receive your returned item, we will inspect it to ensure it meets our eligibility criteria.
  2. We will notify you by email or phone of the outcome.
  3. Approved refunds will be processed promptly and credited back to your original payment method within a few business days.

At Henry Richards, we strive to make every shopping experience enjoyable and seamless. If you have any further questions or need assistance, please don’t hesitate to contact us:

  • Email: info@hrichards.co.uk
  • Phone: 0800 955 0085