This page explains when Patina Co. returns money to you, how long it takes, and by what method. For how to send an item back, see our Return Policy.
When a refund is approved
Once your returned watch reaches us we inspect it. We email you within 3 working days to tell you whether the return has been accepted, and why if it has not.
A refund is approved when the watch is unworn beyond trying it on, undamaged, complete with its packaging, and was sent back within the window described in our Return Policy. Refunds for faulty, damaged or incorrectly sent watches are approved after we have inspected the item, and do not depend on its condition on arrival back with us.
How long a refund takes
- Inspection: up to 3 working days after your parcel reaches us.
- Processing: we issue the refund within 14 days of receiving the returned watch, and normally much sooner.
- Arrival in your account: 5–10 working days after we issue it, depending on your bank or card issuer.
- Cancelled orders not yet despatched: issued within 2 working days of your request.
You will receive an email confirming the refund at the moment we issue it.
How the money comes back
Refunds are returned to the original method of payment used at checkout. We cannot send a refund to a different card, account or person. If that card has since expired or been closed, tell us and we will work with our payment provider to find another route.
What is refunded
- Change of mind: the price of the watch. Outbound delivery is refunded at our standard rate; if you paid for an upgraded service, the difference is not returned. Return postage is paid by you.
- Faulty, damaged, or wrong item: the price of the watch, the outbound delivery charge, and your return postage, on production of a receipt.
- Parcel never arrived: the full amount you paid.
Reduced refunds
We may reduce a refund to reflect a loss in value where a watch has been handled beyond what is needed to examine it, or where packaging is missing. If we intend to do this we tell you the amount and the reason before issuing the refund, and you may ask for the watch to be sent back to you instead.
Late or missing refunds
If our email says a refund has been issued but nothing has reached your account after 10 working days, check with your bank or card issuer first, as posting times vary. If it still has not appeared, email support@bypatina.co with your order number and we will send you the transaction reference.
Items bought at a reduced price
Watches bought at a reduced price are refunded at the amount actually paid, not the full listed price.
Your legal rights
Nothing on this page affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Contact
Patina Co.
1470 West Street, Wilson, WY 83014, United States
Email: support@bypatina.co
Telephone: +1 307 269 6835
Monday to Friday, 9:00 to 17:00