Return & Refund Policy

Customer Protection · momentary

Last updated: 28 September 2026

1. Your Statutory Rights

You have legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. This policy explains how we fulfil those obligations and does not affect your statutory rights.

2. 14-Day Cooling-Off Period (Change of Mind)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days from the day after you receive your goods.

To exercise your right to cancel, you must inform us of your decision before the 14-day period expires. You may use the model cancellation form provided at the end of this policy or contact us directly.

Once you have notified us, you have a further 14 days to return the goods to us.

3. 30-Day Right to Reject Faulty Goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your product is faulty, damaged, or not as described, you have the right to reject it and claim a full refund within 30 days of delivery.

After 30 days, you are entitled to a repair or replacement. If repair or replacement is not possible or fails, you may claim a price reduction or final right to reject.

4. Return Conditions

For change-of-mind returns under the 14-day cooling-off period, items must be unused, in their original condition, and in original packaging.

For faulty or defective returns, we will accept items in any condition consistent with the reported fault.

5. Excluded Items

The following items cannot be returned under the 14-day cooling-off period:

• Personalised or custom-built products
• Sealed hygiene items that have been unsealed or used (including heart rate monitors, chest straps, and other body-worn sensors)
• Digital content that has been downloaded or accessed after you gave express consent
• Perishable goods

These exclusions do not apply to faulty or misdescribed goods, which may always be returned under your statutory rights.

6. How to Initiate a Return

Contact our customer service team with your order number and reason for return. We will issue a Return Authorisation (RA) number and provide return instructions.

Returns without prior authorisation may be delayed or refused.

7. Return Shipping Costs

For change-of-mind returns under the 14-day cooling-off period, you are responsible for the direct cost of returning the goods to us (Consumer Contracts Regulations 2013, regulation 35(5)).

For faulty, damaged, or incorrect items, we will cover the full cost of return shipping. We will arrange collection or reimburse your postage costs upon receipt of proof of posting.

8. Return Packaging and Shipping

Please package items securely in their original packaging where possible. We recommend using a tracked and insured delivery service (Royal Mail, DPD, Evri, Yodel, or a courier of your choice).

You are responsible for the goods until they reach us, so please retain proof of postage.

9. Inspection and Approval

We will inspect returned items within 3–5 working days of receipt. We will notify you by email once your return has been approved or if there are any issues.

10. Refund Timeframe and Method

Refunds will be processed within 14 days of the day we receive the returned goods back from you, or (if earlier) the day you provide evidence that you have returned the goods (Consumer Contracts Regulations 2013, regulation 34(5)).

Refunds will be issued to the original payment method used at checkout. We do not charge any fees for processing refunds.

11. Partial Refunds and Deductions

If goods are returned in a used or damaged condition (other than necessary handling to establish the nature, characteristics, and functioning of the goods), we may make a deduction from your refund to reflect any reduction in value.

No deductions apply to faulty, damaged, or misdescribed goods.

12. Exchanges and Replacements

We do not offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order for the replacement product.

For faulty goods, we will offer a repair, replacement, or refund in accordance with the Consumer Rights Act 2015.

13. Warranty and Manufacturer Support

Many of our cycling and training products are covered by manufacturer warranties. We will co-ordinate with manufacturers to ensure you receive the best resolution, whether that is a repair, replacement, or refund.

14. Late or Damaged Deliveries

Please inspect your delivery upon receipt. If your parcel arrives damaged, or if items are missing or incorrect, contact us within 48 hours of delivery with photographic evidence.

Claims reported after 48 hours may not be eligible for resolution.

15. Your Responsibilities

You must notify us of any fault, damage, or discrepancy within the required timeframes. Please handle products with reasonable care during inspection and return.

16. Model Cancellation Form

To exercise your right to cancel under the Consumer Contracts Regulations 2013, you may use the following form (though you are not obliged to do so):

To: momentary
29 Park Lane, Henlow, Bedfordshire, England, SG16 6AT, United Kingdom
Email: info@momentarywatches.com
Phone: +44 7506 110218

I hereby give notice that I cancel my contract for the following goods:
[insert description of goods]
Ordered on: [insert date]
Received on: [insert date]
Order number: [insert order number]
Name: [insert your name]
Address: [insert your address]
Signature: [sign if submitting on paper]
Date: [insert date]

17. Contact Information

18. Complaints and Dispute Resolution

If you are not satisfied with how we handle your return or refund, please contact us so we can resolve the matter. If we cannot reach an agreement, you may refer your complaint to Citizens Advice (citizensadvice.org.uk / 0808 223 1133) or your local Trading Standards office.

You may also be eligible to use an Alternative Dispute Resolution (ADR) provider. We will provide details of an approved ADR scheme upon request.