Terms & Conditions of Sale (General)

These terms and conditions are for your peace of mind while shopping with us. This also acts as a guide as it outlines the rules and regulation while purchasing from us in-shop and via the Internet.
Please note, these terms and conditions do not affect your statutory

Terms & Conditions of Sale – Online Orders/Services
Watch Repair New Malden provides a service in the repairing of watches, clocks and jewellery. We also sell accessories and consumables, such as watch straps, bracelets and fitted connectivity’s, via the store and via this website www.

Acceptance of your Order
You will be notified via email to confirm your order, shortly after your order have been finalised.

Submission of an Invalid email address could delay your order.
During the checkout process, you will be asked to complete your payment details. All fields indicated are compulsory and must be completed. You will also be ask to accept these terms and conditions of total watch Care by selecting a check-box. This must be accepted in a view to complete your order.

Please note that we use an encrypted secure payment mechanism and will only use your information in accordance with our Privacy Policy.
If your payment is cancelled or rejected due to your payment method, on receiving an order, the item ordered, must be paid for in full or the item returned (unused) in the same condition received. This will have to be posted at your expense.

Returns Policy
If Totalwatchcare unable to provide the product or service you ordered, we will notify you by e-mail and, if you have already paid for the product or service, a refund will be made to you in full, as
soon as reasonably possible if we are unable to offer you a satisfactory replacement.

Delivery – Charges and Timescales (Direct Orders and Repairs)
Delivery charges and timescales vary, depending on the type of products ordered or the service required.
If you select (i.e. collect from store, direct delivery or postal repairs), the delivery
Address / location and due to unforeseeable disruptions to delivery service can be affected.
Delivery options and charges are displayed as part of the checkout procedures.
1st Class Recorded (non insured) £3.75.
Royal Mail next working day delivery (insured) £6.00p
International Recorded (insured) £12.56p. These prices are subject to changes by the courier service.
Direct delivery will be to the UK or international address specified on your order. If no one is available at the specified address at the time of delivery, a note is normally kept to advise whether your order has been left in a safe place e.g. with a neighbour, or returned to depot pending.

Collection /re-delivery.

Strap/bracelet/accessories order for direct delivery should arrive within 1-5 working days of receiving your order from our suppliers. For UK Mainland orders are within 5–10 working days.
International orders are estimated times and in some instances (e.g. bad weather, traffic, Congestion and during peak periods) may take longer than usual.

Please note, orders placed after 3pm will be ordered the following day and dispatched the next business / working day.

Recorded and Next working day delivery requires a signature on arrival.
Strap/bracelet/accessory orders for collection can be expected to take a similar length of time.

Out of stock or obsolete stocks
Our manufacture / suppliers sometimes discontinue or withdraw some stocks from circulation on some occasion. This is in relation to price change as well.

Where an item is temporarily out of stock – Totalwatchcare will notify you by phone or email ASAP.
if your order result in a delay for more than 10 working days, you will be contacted in order to establish an agreed delivery date, or a full refund.

Special Strap/ Bracelet Orders: Delivery times will be quoted at the time of order. Some timescales on manufacturers special order are beyond Totalwatchcare’s control.

Errors & Omissions
Every effort is made to ensure the accuracy of the information on our site. Errors will be corrected promptly when brought to our attention. If you find a mistake please contact us to let us know at webmaster@totalwatchcare.co.uk

Every effort is made to ensure the accuracy of the information on our site. Errors will be corrected promptly when brought to our attention. If you find a mistake please contact us ASAP at, webmaster@totalwatchcare.co.uk complaints department.

Should you be dissatisfied with us in any way with the quality/value of our products or even our service, please do not hesitate to drop us a line or two.

Let us know by emailing, complaints@totalwatchcare.co.uk or calling our customer services on 020 80047707. We endeavour to respond to all complaints within one to two working days.

Value Added Tax
Totalwatchcare is registered for Value Added Tax (VAT). All supplies are subject to and inclusive of VAT at the standard rate (20%). Totalwatchcare’s VAT number is printed on all advice/dispatch notes and invoices.

Statutory Rights
Your statutory rights are in no way affected by these terms and conditions.

Promotions and Promotion Codes
If you have a promotional code, you need to enter this into the appropriate box during the check-out process.

Promotional codes remain the property of Totalwatchcare Watch Services Limited, are non-transferable and may not be reproduced in any form.
Totalwatchcare reserves the right to remove promotion codes at any time and without warning.

Totalwatchcare reserve the right to withdraw offers at any time. Some promotions may not combine with other promotions on site, and if so, the best offer will be applied to your order. Please note: If you buy on a discounted multiple offer, individual items cannot be returned for refund, you will need to send back all the qualifying items. Only one promotional code can be used per order.

Other Forms of Ordering/Payment
We are able to process orders and payment over the telephone and via email.

We accept payment via Debit/Credit card in UK Pound Sterling (GBP) only. Customers outside the UK will be billed in Sterling.
Cheques/postal orders etc are not accepted.
We utilise Sage Pay/Paypal to process payments on-line.
No charges are levied for payment by credit/debit card.

Payment Security
Your payment details are submitted to SagePay/Paypal via a secure window and are not recorded or retained by Totalwatchcare. They utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of your card details.

This technology includes the following features:
Authentication – this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
Encryption – this encodes the data, so that it cannot be read by anyone other than the secure server.

Data Integrity – this checks the data being transferred to ensure it has not been altered.

Returns and Cancellations
With the exception of Special orders (where special rules apply) Totalwatchcare will refund or replace Straps/bracelets/accessories provided they are returned un-opened within 14 days of receipt. Items collected from and fitted at branch must be returned to the branch from which they were collected.

Items returned (excluding faulty items) after more than 14 days will be exchanged or refunded at Totalwatchcare’s sole discretion.
There is no restocking charge or processing fee for any return. If you wish to return items purchased for direct delivery please contact Totalwatchcare via info@totalwatchcare.co.uk or call Totalwatchcare Customer Services (020 8004 7707) and request a Returns / Exchange Form, which must be completed in full and returned with the item.

Orders involving repair services cannot be cancelled once work has commenced. Unless you specify to the contrary – you agree to waive your right to protection under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within seven (7) working days following the date on which you authorised Totalwatchcare to commence provision of the services.

Refunds for orders cancelled under the provisions of the Consumer Protection (Distance Selling) Regulations will be processed in accordance with your legal rights. For further information about your statutory rights, contact your local authority Trading Standards department or consumer advice centre (for example the Citizen’s Advice Bureau if you are in the UK). If you are a non-EU customer, please note all transactions with Totalwatchcare are governed by the Laws of England.

In the UK, delivery charge refunds can only be made in accordance with your legal rights under the Consumer Protection (Distance Selling) Regulations 2000 and other applicable legislation. Similar rights may apply for some international deliveries. For further information about your legal rights contact your local authority Trading Standards department or consumer advice centre (for example the Citizen’s Advice Bureau for UK customers). See Returns & Cancellations section below).

If you are considering cancelling or wish to cancel a product/service you have ordered on-line, please be aware of the following terms that apply:
• Legal rights of cancellation under the Distance Selling Regulations available for UK or EU consumers do not apply to goods that have been used/opened.

• Additional Terms and Conditions of Sale apply to repair services provided by post.

• You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must inform Totalwatchcare (by phone or e-mail) within the 7 days allowed and return the products to us within 14 days of receipt.

• Other cancelled products: If you want to cancel products that are not damaged or incorrectly supplied, then you must inform Totalwatchcare within seven working days following the date of receipt in accordance with the Distance Selling Regulations or otherwise as soon as possible. You must take reasonable care of the products that you wish to cancel and return them un-opened/used within 14 days of receipt.

Products should be returned in their original packaging at your cost. If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you obtain proof of posting.

This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

Where you are cancelling your order within the cooling-off period we will refund the full cost of the item. We will only refund the delivery charge where the order is cancelled prior to dispatch.

If you return goods, please retain proof of posting for your records. This can be obtained from your Post Office and is free. You will be responsible for the returned products until they reach us.

International Delivery
Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, some of our products may not be available for delivery to certain destinations outside the UK. Totalwatchcare reserves the right to define what can and cannot be delivered to which destination.

Payment – will be taken in pounds Sterling. International credit card providers or banks will determine the exchange rate and may add an additional processing or administration charge in relation to such payment which international credit card holders will be liable to pay. Totalwatchcare products are sold subject to UK vat but excluding import/export fees/taxes.

The recipient may have to pay import duty or a formal customs entry fee prior to or on delivery. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing an order for international delivery.

Occasionally, the supply of your product(s) or may be delayed or prevented for reasons beyond our control – for example, import delays or higher than anticipated demand. Where this is the case, we will, of course, make every effort to keep you informed but shall be under no liability to you for such delay or failure.