Returns & Refunds Policy

Last updated: 9 November 2026

This policy applies to purchases from Hagora Watches Ltd ("Hagora", "we") through www.hagora-watches.com and through our listings on marketplaces such as eBay and Google. It sits alongside your statutory rights as a consumer, which it does not reduce.

1. Summary

Workshop watches (in stock): 14-day return window from the day you receive the watch, for any reason, provided it is unworn and complete.
Edition pre-orders (for example Uma Estrela, Bristolian): cancel for a full refund at any time before dispatch; after delivery, the same 14-day return window applies.
Made-to-order watches (for example Sidereal, Longitude, Travessia GMT): built to your individual order after a deposit is paid, so they cannot be cancelled or returned, except where faulty or not as described.
Faulty or misdescribed goods: covered by your legal rights and by our two-year warranty, whatever the product type.

2. Workshop watches — 14-day returns

You may return a Workshop watch within 14 days of the day you (or someone you nominate) receive it. To be eligible the watch must be:

unworn, with its protective films still in place where fitted;
in its original presentation box, with all papers, tags, spare links and accessories;
free of marks, scratches or signs of sizing or adjustment.

You may inspect the watch as you would in a shop, but you must not wear it. We may reduce the refund if the value of the watch has been diminished by handling beyond what is necessary to inspect it.

3. Edition pre-orders

A pre-order is a purchase of a watch from a production run that has not yet been delivered to us. You may cancel a pre-order for a full refund at any time before the watch is dispatched to you; email us and the refund is made within 14 days to your original payment method. Once delivered, the watch may be returned under the 14-day terms in section 2. Your edition number is released when a pre-order is cancelled or returned.

4. Made-to-order watches

Made-to-order watches are built for you after you place the order and pay a deposit; the balance is invoiced when the watch is finished. Because each one is made to the customer's specification, the order is firm once the deposit is paid and the right to cancel under the Consumer Contracts Regulations 2013 (regulation 28(1)(b), goods made to the consumer's specifications or clearly personalised) does not apply. The watch cannot be cancelled or returned for change of mind. If a made-to-order watch is faulty or does not match the agreed specification, sections 6 and 7 apply in full.

5. How to return a watch

Email us within the 14-day window using the contact form on this site, quoting your order number. We will confirm the return address and send a returns reference.
Pack the watch in its presentation box and an outer carton. Send it by a tracked, signed-for and fully insured service (in the UK, Royal Mail Special Delivery Guaranteed). The watch remains your responsibility until we receive it; we cannot refund a return that is lost or damaged in transit without insurance.
Return postage is paid by you for change-of-mind returns. Where a watch is faulty or not as described, we pay the return postage or arrange insured collection.

6. Refunds

We inspect every return on arrival. Refunds are made to the original payment method within 14 days of receiving the watch (or, for pre-order cancellations, within 14 days of your request). We refund the price paid and the cost of standard delivery; any premium delivery option chosen at checkout is not refunded. Your card provider may take a few further days to show the credit. Import duties and taxes paid on international deliveries are not refundable by us; you may be able to reclaim them from your customs authority.

7. Faulty goods and warranty

Every Hagora watch carries a two-year warranty from the date of delivery covering the movement and any defect in materials or workmanship. If a watch develops a fault within that period, contact us; we will repair it in our Bristol workshop, replace it, or, where neither is possible, refund it. The warranty does not cover normal wear, accidental damage, water damage where the crown was not screwed down or pushed home, battery changes on quartz models, or work carried out by anyone other than Hagora. Nothing in this policy affects your rights under the Consumer Rights Act 2015, including the short-term right to reject faulty goods within 30 days.

8. Damaged on arrival

Please check the parcel and the watch when it arrives. If anything is damaged or missing, photograph the packaging and the watch and email us within 48 hours so that we can claim against the carrier and put it right quickly.

9. Exchanges

We do not operate a formal exchange service. Return the watch under the terms above and place a new order for the watch you want; if the replacement is already in stock we are happy to dispatch it on receipt of the return rather than waiting for the refund to clear.

10. Marketplace purchases

If you bought through eBay or another marketplace, the return terms shown on that listing apply, and you may also start the return through that marketplace. Where the marketplace terms are more generous than this policy, the marketplace terms prevail.