Returns

Your 14-day right to cancel (the law)

Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason — no questions asked — within 14 days of receiving it. If you cancel in this window, we'll refund everything you paid, including the basic outbound delivery cost (if you chose a premium delivery option, we refund the cost of our standard option). You then have 14 days to send the items back; you cover the cost of return postage.

You can cancel by any clear statement — an email to hello@wristbuilt.co saying you want to cancel, with your order number, is enough. If you prefer a form, you can copy the model cancellation form below, but you don't have to use it.

Parts returned sealed and unopened

To be refunded in full, parts need to come back in their original retail packaging, still sealed and unopened. Watch components are small, delicate and easily marked, so once a package has been opened we can't sell it as new. If you've opened a part but not started building with it, you can still return it within your 14-day window — we may just reduce the refund to reflect the loss in value, as the law allows.

Once a build has started

Parts that have been assembled, fitted, sized, or otherwise altered can't be returned — the watch on your wrist is now genuinely yours. If a part arrived faulty or damaged, see below: none of this affects your rights when something is our fault.

Faulty or damaged parts

If a part arrives damaged or faulty, the Consumer Rights Act 2015 applies. Within 30 days of delivery you can reject the faulty part for a full refund, or choose a free replacement — your choice. After 30 days you're still entitled to a repair or replacement, and to a price reduction or refund if that fails. Email hello@wristbuilt.co with your order number and a photo of the issue and we'll sort it out — we cover return postage for faulty items.

Tools

Your 14-day cancellation right applies to tools too. Tool kits must be returned unused and in their sealed, unopened packaging for a full refund.

How to start a return

Email hello@wristbuilt.co with your order number and what you'd like to return. We'll send return instructions and refund you within 14 days of receiving the item back (or of you showing proof of postage, whichever is sooner).

Model cancellation form

You don't have to use this — any clear statement that you want to cancel works. If you'd like to, copy the text below into an email:

To Wristbuilt (hello@wristbuilt.co): I hereby give notice that I cancel my contract of sale of the following goods: [description of parts / kit]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Order number: [number]. Date: [date].