Refund policy
Dial House Returns Policy
Last updated: 29 September 2026
§ 1. General provisions
This Returns Policy sets out the rules concerning withdrawal from contracts, return of products and basic information regarding complaints in the Dial House online store available at https://dial-house.com.
The Seller is Karol Góral, conducting sales as an unregistered business activity.
For matters concerning returns and complaints, please contact: kontakt@dial-house.com.
This Returns Policy applies to products purchased through the Dial House online store and delivered within Poland, selected Member States of the European Union and the United Kingdom, unless the parties individually agree otherwise in accordance with applicable law.
§ 2. Right of withdrawal for products from the Current Offer
A Customer who is a Consumer or an Entrepreneur with Consumer Rights and who purchased a product from the Current Offer of the Dial House store online has the right to withdraw from the contract within 14 days from the date of receiving the product, or, in the case of an order containing several products delivered separately, from the date of receiving the last product, without giving any reason.
For Consumers in the United Kingdom, the cancellation right applies in accordance with applicable UK consumer law and the additional provisions set out in § 10 below.
The Current Offer means products available in the Store at the time the order is placed and ready for direct purchase through the website.
To meet the 14-day deadline, it is sufficient to send a statement of withdrawal before the expiry of that period.
The statement of withdrawal may be sent by email to: kontakt@dial-house.com.
The Customer may also submit a return or order cancellation request through the Customer account available at: https://account.dial-house.com.
Submitting a request through the Customer account does not exclude the possibility of contacting the Store by email.
The Seller may contact the Customer to confirm details of the return, cancellation, method of returning the product or refund.
The withdrawal statement should preferably include:
a) the Customer’s first name and surname,
b) order number,
c) name of the product being returned,
d) date on which the product was received,
e) bank account number if the refund is to be made by bank transfer and cannot be processed using the original payment method.
§ 3. Return of the product
After submitting a statement of withdrawal, the Customer should return the product promptly and no later than 14 days from the date on which the withdrawal statement was submitted.
The product should be returned to:
Dial House
Karol Góral
Stary Szlak 46E
70-870 Szczecin
Poland
For orders delivered to another Member State of the European Union or to the United Kingdom, the product should be returned to the above address in Poland unless the Seller provides the Customer with another return address.
The direct cost of returning the product is borne by the Customer unless the Seller individually agrees otherwise or applicable law provides otherwise.
The returned product should be complete and include all items received with the purchase, including in particular:
a) the box,
b) documents,
c) warranty card,
d) additional bracelet links,
e) strap,
f) accessories,
g) any other elements of the set if they formed part of the offer.
Watches are valuable and delicate products. The Customer should properly secure the product for return shipment.
Registered shipping with tracking and insurance corresponding to the value of the returned product is strongly recommended.
For returns from another country, the Customer should select a delivery method that allows shipment tracking and proof of delivery to the specified address in Poland.
The Customer is liable for any reduction in the value of the product resulting from handling it beyond what is necessary to establish the nature, characteristics and functioning of the product.
§ 4. Refunds
The Seller will refund the payment received from the Customer promptly and no later than the period required by applicable law.
For Consumers in Poland and the European Union, the Seller will refund the payment promptly and no later than 14 days from the date on which the statement of withdrawal is received, subject to the right to withhold the refund until the product has been received back or the Customer provides proof that it has been returned, whichever occurs first.
For Consumers in the United Kingdom, the refund will be processed in accordance with applicable UK consumer law and § 10 of this Returns Policy.
The refund includes the price of the product and the cost of the least expensive standard delivery method available in the Store for the relevant order where such delivery cost was paid by the Customer and reimbursement is required by applicable law.
If the Customer selected a delivery method more expensive than the least expensive standard delivery option available for the relevant order, the Seller is not required to refund the additional cost resulting from the more expensive delivery method where permitted by applicable law.
The refund will be made using the same payment method used by the Customer for the purchase unless the Customer expressly agrees to another refund method that does not involve any additional costs for the Customer.
If the order was paid for in a currency other than Polish zloty, the refund will be made using the same payment method and in a currency supported by the payment provider.
Any differences resulting from exchange rates applied by the bank, card provider or payment provider are independent of the Seller.
§ 5. Pre-owned, vintage and collectible products
Dial House offers, in particular, pre-owned, vintage and collectible watches, as well as other watches selected by the Seller.
Pre-owned, vintage or collectible products may show natural signs of use, age, storage, servicing or previous use.
Information regarding the condition of the product, completeness of the set, visible signs of use, service history and other relevant product characteristics is provided in the product description where known to the Seller.
The right of withdrawal may also be exercised where the Customer was aware of the described characteristics of the used product.
However, described signs of use, age, patina, scratches, discolouration, abrasions or signs of servicing do not in themselves constitute a lack of conformity with the contract if the Customer was clearly informed of them before purchase and accepted them where required by applicable law.
The above provisions do not restrict the Customer’s right to withdraw from the contract or rights arising from the rules concerning conformity of goods with the contract.
§ 6. “Find a Watch” and “Source a Watch” forms
The “Find a Watch” and “Source a Watch” forms are intended for submitting enquiries concerning the search for, selection, verification or sourcing of a watch.
Submitting a form does not constitute conclusion of a Sales Agreement, placement of an order or an obligation to purchase a product.
After receiving the form, Dial House may contact the Customer and present watch proposals, sourcing possibilities or an individual offer.
A Sales Agreement or Individual Service agreement is concluded only after the Customer accepts the individual offer presented by Dial House.
The individual offer may specify in particular:
a) brand, model, reference number and description of the watch,
b) technical and visual condition,
c) completeness of the set,
d) price,
e) completion time,
f) payment method,
g) amount of any advance payment, earnest money deposit, reservation fee or service fee, where applicable,
h) delivery method,
i) rules concerning withdrawal from the contract,
j) information regarding any exclusion of the right of withdrawal in circumstances provided for by law.
§ 7. Custom Orders and products sourced to order
Orders carried out following contact with the Customer through the “Find a Watch” or “Source a Watch” forms may constitute Custom Orders.
A Custom Order may in particular concern a watch:
a) sourced specifically at the Customer’s request,
b) unavailable in the standard Current Offer of the Store,
c) found according to the Customer’s individual criteria,
d) reserved or purchased by the Seller on the basis of the Customer’s individual approval,
e) selected according to parameters specified by the Customer, such as brand, model, reference number, budget, condition, completeness, year, case size, dial colour or other individual arrangements.
The Seller will not begin performing a Custom Order and, in particular, will not purchase, reserve or source the watch until the Customer accepts the individual offer and fulfils the agreed payment conditions.
The mere fact that a watch is sourced or found at the Customer’s request does not automatically exclude the right of withdrawal.
The right of withdrawal may be excluded only where one of the statutory exceptions applies under the law applicable to the relevant Consumer contract.
Information regarding any exclusion of the right of withdrawal will be provided to the Customer before the contract is concluded or before final confirmation of the individual offer.
When accepting an individual offer, the Customer may be asked to confirm that:
a) the watch is being sourced, reserved or purchased specifically for their individual order,
b) the watch is not part of the standard Current Offer of the Store,
c) the parameters of the watch have been accepted by the Customer,
d) the Customer has been informed of any possible exclusion of the right of withdrawal where the statutory conditions for such exclusion are satisfied.
Submitting the “Find a Watch” or “Source a Watch” form alone does not exclude the right of withdrawal.
The provisions concerning Custom Orders do not restrict the Customer’s rights arising from rules concerning conformity of goods with the contract.
§ 8. Individual Services
Dial House may provide Individual Services, including in particular:
a) sourcing watches,
b) verification of offers,
c) verification of available information, markings and characteristics of watches within the scope individually agreed with the Customer,
d) purchase advice,
e) watch reservation,
f) arranging the sourcing of watches,
g) arranging cleaning, servicing, repairs or selection of accessories.
An Individual Service may be provided free of charge or for a fee depending on the arrangements with the Customer.
If the Individual Service is paid, its scope, price, completion time and payment terms will be presented to the Customer before performance begins.
If the Customer expressly requests that performance of a paid Individual Service begin before expiry of an applicable cancellation period, the Seller may begin performance after obtaining any consent or acknowledgement required by applicable law.
If a paid Individual Service is fully performed with the Customer’s express consent and the Customer was properly informed before performance began that completion of the service may result in loss of the right to withdraw, the Customer may lose that right to the extent provided by applicable law.
If the Customer withdraws from a paid Individual Service agreement after performance has begun but before it has been fully performed, the Customer may be required to pay for the services provided up to the time of withdrawal, proportionally to the scope of the service already performed, where permitted by applicable law.
§ 9. Complaints and conformity of goods with the contract
The right of withdrawal, meaning the right to return a product without giving a reason, is different from a complaint based on lack of conformity of the goods with the contract.
Exclusion or restriction of the right of withdrawal in circumstances provided for by law does not restrict the Customer’s right to submit a complaint where the product does not conform to the contract.
Complaints may be submitted by email to: kontakt@dial-house.com.
A complaint should include:
a) the Customer’s first name and surname,
b) order number,
c) description of the reported issue,
d) the Customer’s request,
e) photographs of the product or packaging where they may assist in considering the complaint.
The Seller will respond to the complaint promptly and, where Polish consumer law applies, within the period required by that law.
For pre-owned, vintage or collectible watches, assessment of conformity with the contract takes into account the offer description, photographs, stated condition of the product, its age, completeness and information provided to the Customer before purchase.
A complaint does not cover product characteristics about which the Customer was clearly informed before conclusion of the contract and which were accepted where required by applicable law, including in particular natural signs of use, age, patina, scratches, abrasions, discolouration, signs of servicing or other characteristics described in the offer.
The provisions of this Returns Policy do not restrict the Customer’s statutory rights.
§ 10. Consumers in the United Kingdom
A Consumer residing in the United Kingdom who purchases a Product from Dial House through a distance contract is entitled to the cancellation and return rights provided by applicable UK consumer law.
Subject to statutory exceptions, a Consumer purchasing goods online is generally entitled to inform the Seller within 14 days of receiving the goods that the Consumer wishes to cancel the contract.
After informing the Seller of the cancellation, the Consumer generally has a further 14 days to return the goods.
To exercise the right to cancel, the Consumer must inform Dial House of the decision to cancel by means of a clear statement before expiry of the cancellation period.
The statement may be sent by email to:
Products should be returned to:
Dial House
Karol Góral
Stary Szlak 46E
70-870 Szczecin
Poland
Unless Dial House expressly agrees otherwise or applicable law provides otherwise, the Consumer bears the direct cost of returning the Product from the United Kingdom to Poland.
Because watches may be valuable and delicate, the Consumer is strongly advised to use tracked delivery and insurance corresponding to the value of the Product.
The Seller will reimburse payments due to the Consumer in accordance with applicable UK consumer law, including the cost of the least expensive standard delivery method offered for the relevant order where such reimbursement is required.
The Seller may withhold reimbursement until the Product has been received back or the Consumer provides evidence that the Product has been returned, to the extent permitted by applicable law.
The refund will be made using the same payment method used for the original transaction unless the Consumer expressly agrees otherwise and does not incur additional costs as a result.
The Consumer may be responsible for any reduction in the value of the Product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.
For pre-owned, vintage and collectible watches, signs of age, use, servicing, patina, scratches, abrasions or other characteristics clearly described before purchase do not in themselves constitute a defect or non-conformity.
This does not affect the Consumer’s statutory rights.
Import VAT, Customs Duty, customs clearance fees and similar import charges paid by the Consumer to HM Revenue & Customs, a carrier, customs representative or another third party are separate from the purchase price and delivery charge paid to Dial House.
Where a Consumer returns a Product and wishes to recover UK import VAT, Customs Duty or other import-related charges, the Consumer is responsible for applying for any repayment or remission directly to HM Revenue & Customs, the relevant carrier, customs representative or other competent entity.
Dial House does not act as the Consumer’s customs representative and does not submit claims for repayment or remission of UK import VAT, Customs Duty or customs clearance fees on the Consumer’s behalf.
Where reasonably possible, Dial House may provide copies of documents already held by the Seller that may assist the Consumer in making such a claim, such as proof of purchase or confirmation that the Product was returned.
The availability, amount and conditions of any repayment or remission are determined by the relevant UK authority or other competent entity and are outside Dial House’s control.
UK guidance provides procedures through which individuals may in certain circumstances seek repayment of import VAT or Customs Duty after returning goods or where charges were incorrect.
The right to cancel does not apply where a statutory exception under applicable UK law applies.
The fact that Dial House sourced or located a watch at the Consumer’s request does not by itself exclude the right to cancel.
Any exclusion applies only where the legal requirements for the relevant exception are satisfied and the Consumer has been properly informed before entering into the agreement.
Nothing in this Returns Policy excludes or restricts statutory rights available to Consumers under applicable UK consumer protection law.
§ 11. Final provisions
Matters not regulated by this Returns Policy are governed by the Dial House Online Store Terms and Conditions and applicable law.
For agreements concluded with Consumers whose habitual residence is in another Member State of the European Union, application of Polish law does not deprive the Consumer of protection granted by mandatory provisions of the law of the country of their habitual residence.
For agreements concluded with Consumers residing in the United Kingdom, nothing in this Returns Policy deprives the Consumer of protection granted by mandatory provisions of applicable UK consumer law.
Nothing in this Returns Policy is intended to exclude or restrict Consumer rights arising from mandatory provisions of law.
For questions concerning returns, Custom Orders or complaints, the Customer may contact the Store at: