Refund policy
HD STUDIO LDN LTD
RETURNS, REFUNDS & WARRANTY POLICY
Last updated: September 2026
This policy explains cancellation, returns, refunds and commercial warranties for goods and services supplied by HD STUDIO LDN LTD. It should be read with our Website Terms & Conditions and, for workshop work, our Bespoke, Repairs & Workshop Terms.
1. Consumer cancellation rights
If you are a consumer and purchase standard goods online or by another distance-selling method, you will generally have a statutory right to cancel within 14 days beginning the day after you receive the goods, subject to statutory exceptions.
2. How to cancel
To exercise a statutory cancellation right, contact luxury@hdstudioldn.com with your name, order number, date of order, goods concerned and a clear statement that you wish to cancel. You may use any clear written statement; a prescribed form is not required unless separately provided.
3. Returning goods
Returned goods should be sent without undue delay and securely packaged. Where a statutory cancellation right applies, you may handle goods only as reasonably necessary to establish their nature, characteristics and functioning. If goods are handled beyond that level and their value diminishes, a lawful deduction may apply. Please return certificates, boxes, accessories and security tags where applicable.
4. Refunds
Where a statutory cancellation is valid, we will refund sums required by law, normally using the original payment method. Where permitted, we may wait until goods are returned or you provide evidence of return. The refund will normally include the least expensive standard delivery charge originally paid, but not an upgrade to a more expensive delivery service.
5. Bespoke and personalised goods
The statutory cancellation exception can apply to goods made to the customer's specifications or clearly personalised. This can include bespoke jewellery, custom sizes, engraving, custom CAD designs, specially selected stones incorporated into a custom item and other personalised work. The precise legal position depends on the individual order.
6. Faulty, damaged or misdescribed goods
If goods are faulty, not as described, not of satisfactory quality or otherwise fail to comply with applicable consumer law, statutory remedies may apply. Contact us promptly with photographs where useful and details of the problem. We may inspect the goods before agreeing the appropriate remedy.
7. Commercial returns
We do not offer an automatic additional commercial return period unless the relevant product page or sales confirmation expressly says that one applies. Any additional return promise will be subject to the conditions stated with that offer and will not reduce statutory rights.
8. Commercial warranties
Where we provide a commercial warranty, its duration and scope will be stated on the product page, invoice or warranty document. A commercial warranty is additional to statutory rights.
9. Pre-owned watches and jewellery
Pre-owned goods may show signs of previous ownership, servicing, polishing or restoration. Mechanical watches may require servicing or regulation, and water resistance should not be assumed unless expressly confirmed and recently tested. Condition information supplied with the item forms part of its description.
10. Exclusions from commercial warranty
Unless the warranty document says otherwise, commercial warranties do not cover loss, theft, accidental damage, misuse, abuse, normal wear and tear, scratches, water ingress where water resistance was not guaranteed, unauthorised repairs or alterations, or damage caused by failure to follow care instructions.
11. Repairs and remedies
Where a valid warranty or statutory claim is established, the remedy may include repair, replacement, price reduction, refund or another remedy required or permitted by law, depending on the circumstances.
12. Contact
Email: luxury@hdstudioldn.com. Telephone: 07345 608810. Address: Suite 3.4 Treasure House, 19–21 Hatton Garden, London, England, EC1N 8BA. Company No. 16581924.