Refund policy

Returns & Refunds

I want you to be happy with your JamLabs watch. If there is a problem with your order, please get in touch and I’ll do my best to resolve it.

Returns

For standard, non-personalised products purchased online, you may notify me that you wish to cancel your order within 14 days of receiving it. You then have a further 14 days to return the item.

Returned items should be returned in the condition in which they were received, with the watch, packaging and any included accessories. You are responsible for the cost of return postage unless the item is faulty, damaged, incorrect or not as described.

You may handle the watch as reasonably necessary to inspect it, but I may make an appropriate deduction from a refund if the item has been used or handled beyond what would reasonably be permitted when examining it in a shop and its value has been reduced.

Custom and personalised orders

Watches made or personalised specifically to your individual requirements may not be eligible for the standard change-of-mind cancellation right. This does not affect your rights if an item is faulty, damaged, incorrect or not as described.

Faulty, damaged or incorrect items

Every watch is checked before dispatch. If your order arrives damaged, develops a fault, is incorrect or is not as described, please contact me as soon as possible with your order details and a description of the issue.

Your statutory consumer rights are not affected by this policy.

Refunds

For an eligible return, I’ll refund your original payment method without undue delay and within 14 days of receiving the watch back or receiving evidence that you have sent it back, whichever happens first. Where required by applicable consumer law, the original standard delivery charge will also be refunded. Additional delivery costs resulting from choosing an upgraded or express delivery service may not be refundable.

Banks and payment providers can take additional time to show the refund in your account after it has been processed.

Cancellations before dispatch

If you need to cancel an order before it has been dispatched, please contact me as soon as possible. If work has already begun on a genuinely personalised or made-to-specification order, cancellation rights may be limited where permitted by law.

Contact

To request a return or discuss a problem with an order, email jamie@jamlabsfactory.com or use the contact form. Please include your order number. I’ll confirm the return instructions when you contact me.