Refund policy
At Brilys Vault, we want you to be completely satisfied with your purchase. If your order isn't right for you, we offer a straightforward return process subject to the terms below.
1. Returns
You have 14 days from the date of delivery to contact us if you would like to return an item.
To be eligible for a return:
- The watch must be unused and unworn
- The watch must be returned in its original condition
- All original packaging, tags and accessories must be included
- The item must not show signs of damage, wear, modification or misuse
- Proof of purchase or your order number must be provided
For hygiene, security and quality-control reasons, we may be unable to accept returns where the watch has been worn or altered.
2. Custom & Personalised Watches
As our watches may be customised or modified specifically for Brilys Vault, customised items may not be eligible for return simply because you have changed your mind.
This does not affect your statutory consumer rights. If an item arrives faulty, damaged, not as described, or otherwise does not meet your legal consumer rights, please contact us so we can arrange an appropriate solution.
3. Faulty or Damaged Items
If your watch arrives damaged or develops a fault, please contact us as soon as possible with:
- Your order number
- A description of the issue
- Clear photographs or video showing the fault or damage
We will assess the issue and, where appropriate, offer a repair, replacement or refund in accordance with your consumer rights.
Please do not attempt to repair, modify or dismantle a faulty watch before contacting us, as this may affect our ability to assess the issue.
4. Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method.
Please allow your payment provider additional processing time for the refund to appear in your account.
Where a refund is due because an item is faulty, damaged, incorrect or otherwise does not meet your statutory rights, we will cover the applicable return costs.
5. Return Shipping
Unless the item is faulty, damaged, incorrect or otherwise covered by your statutory consumer rights, return postage is the responsibility of the customer.
We recommend using a tracked and insured delivery service when returning an item. Brilys Vault cannot be responsible for returns that are lost or damaged while being sent back to us.
6. Exchanges
We do not currently offer direct exchanges.
If you would like a different watch, you may return your eligible item and place a new order separately.
7. Items That Cannot Be Returned
Returns may be refused where an item:
- Has been worn or used beyond what is reasonably necessary to inspect it
- Has been damaged through misuse or accidental damage
- Has been modified after purchase
- Is missing original packaging or accessories where these are required for the return
- Has been customised or personalised specifically for the customer, subject to statutory consumer rights
8. How to Start a Return
To request a return, contact Brilys Vault Customer Support with your order number and the reason for your return.
Email: [your customer service email]
Please wait for return instructions before sending your item back.
9. Your Consumer Rights
Nothing in this policy is intended to limit or exclude any rights you have under applicable consumer protection law.
For customers in the UK, your statutory rights under applicable consumer legislation remain unaffected by this policy. Where the law provides you with rights that are more favourable than the terms above, those legal rights will apply.
10. Policy Changes
Brilys Vault reserves the right to update this Returns & Refund Policy when necessary. The version published on this page will apply to orders placed after the relevant update.
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