Refund policy

Returns, Refunds & Consumer Guarantees

James Patten Fine Watches & Jewellery

1. Our Commitment to You

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You are entitled to:

A replacement or refund for a major failure, and
Compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your statutory rights.

2. Consumer Guarantees for Pre-Owned & Second-Hand Watches

As a specialist dealer in pre-owned luxury timepieces, we guarantee that every watch sold:

✔ Is of Acceptable Quality

Taking into account the watch’s age, brand, price, provenance, and the condition disclosed at the time of sale.

✔ Matches Its Description

Including any representations made regarding:

Authenticity
Service history
Original parts
Accessories (box, papers, etc.)
Cosmetic or mechanical condition

✔ Is Fit for Purpose

The watch functions as a timepiece in a manner reasonably expected for its specific model, calibre, and era.

✔ Has Clear Title

We guarantee that we have the legal right to sell the watch and that it is free from undisclosed securities, liens, or encumbrances.

3. Major vs Minor Failures

Major Failure

A major failure occurs where:

The watch is not authentic,
The movement is non-functional and this was not disclosed,
The item differs substantially from its description, or
A reasonable consumer would not have purchased the watch had they known of the issue.

In the case of a major failure, you are entitled to choose:

A full refund, or
A replacement (if an identical or equivalent model is available).

Minor Failure

A minor failure is an issue that can be rectified within a reasonable timeframe (e.g., a loose bracelet screw or a minor mechanical adjustment).

In these circumstances, we may choose to:

Repair the watch free of charge,
Replace the watch (if available), or
Offer a refund at our discretion.

4. When a Remedy Is Not Provided

Under the Australian Consumer Law, we are not required to provide a refund, repair, or replacement if:

You simply change your mind.
You find the item at a lower price elsewhere.
The issue was clearly disclosed prior to purchase (e.g., “scratched crystal,” “polished case,” “aftermarket strap”).
The watch was misused or damaged after purchase (e.g., water damage to a non-water-resistant or vintage piece).
You examined (or had the opportunity to examine) the watch before purchase and the issue should reasonably have been noticed.

5. How to Initiate a Claim

If you believe your watch has a fault covered under the ACL:

Step 1 — Contact Us
Please notify us within 14 days of discovering the fault.

Step 2 — Provide Proof of Purchase
A tax invoice, receipt, or bank statement is required.

Step 3 — Assessment
We reserve the right to assess the watch to determine the nature of the fault. Independent watchmaker reports may be requested where appropriate.

Return Costs
If the watch is confirmed to have a failure under the ACL, we will reimburse reasonable return postage costs.

We do not offer refunds or exchanges for change of mind.