Carleone Club is committed to your complete satisfaction. If you receive a product with a manufacturing defect or that does not match your order, you are entitled to request an exchange, return, or refund in accordance with UK consumer protection law , including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 , under the terms outlined below.
1. Request Deadlines
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Change of mind (cooling-off period):
You have up to 14 calendar days from the date you receive the product to request a return, in line with UK distance selling regulations. -
Manufacturing defect or product not as described:
You have up to 30 days from the date of receipt to report a fault and request a refund, repair, or replacement, as provided by the Consumer Rights Act 2015.
1-Year Warranty – Manufacturing Defects Only
All Carleone watches include a 1-year warranty covering manufacturing defects only .
The first step is to contact our Customer Support team via email:
support@carleoneclub.com
2. Conditions for Exchange or Return
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The product must not show signs of misuse or improper handling.
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The item must be returned to the return address provided by our support team .
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Once the product is received and inspected, we will process the exchange or refund within 5 business days .
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Our support team will guide you through every step of the return process.
3. Options for Returns Due to Change of Mind
After inspection and approval:
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Exchange for another product available in stock, or
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Refund of the product value .
Please note:
If the product is returned due to a change of mind and is in perfect condition, original shipping costs are non-refundable , as permitted under UK law.
4. Carleone Warranty Policy
All products are covered by a 1-year warranty against manufacturing defects from the date of delivery.
To activate the warranty, you must:
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Provide a video of up to 1 minute clearly showing the defect, including the original packaging and shipping label, or
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Submit clear photos that show both the defect and the original packaging.
The warranty does NOT cover:
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Damage caused by exposure to steam, excessive heat, accidents, or improper environments.
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Damage resulting from unauthorized repairs, modifications, or adjustments.
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Improper use of accessories.
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Normal wear and tear (eg scratches, oxidation, battery wear).
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Deliberate stress tests (eg intentional impacts, drops, pressure tests, or water tests beyond stated specifications).
5. Frequently Asked Questions
– I requested an exchange. When will I receive the new product?
Once the returned item is received and approved after inspection, the replacement will be dispatched within 5 business days .
– I requested a refund. When will I receive my money back?
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Credit or debit card payments: refunds are processed to the original payment method. Processing times depend on the card issuer and typically take 5 to 10 business days .
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Payments via payment platforms: refunds will be issued through the same platform used for payment.
– Returned product shows signs of misuse or improper handling:
The item will be returned to the customer, and no refund or exchange will be issued.
6. Carleone Commitment
Carleone Club values transparency and trust. We follow fair and clear procedures aligned with UK consumer law to ensure your security and confidence with every purchase.