Return & Refund

Return window

You may request a return within 14 days of the delivery date shown on the tracking record. After that window, the order is handled under the warranty policy if the movement develops a covered fault, not as a change-of-mind return.

The 14-day clock starts when the courier marks the parcel delivered, not when you open it. If tracking shows delivered and you have not received the carton, write to contact immediately so we can open a carrier trace.

How to request a return

Do not ship a watch back until we confirm the request. Unannounced parcels are slower to match to an order and may be refused.

1. Open contact with your order email, the product name or reference, and the delivery date.
2. Tell us whether the return is unused, a transit issue, or a fault you found after delivery. Attach clear photos or a short video of the watch and the packing.
3. Wait for written return instructions and an address. We will tell you what to include in the parcel.
4. Send the watch with a tracked, insured service. Keep the receipt until the refund is complete.

Condition we accept

The watch must be unused and in the same condition you received it. That includes the timepiece, any presentation box or papers that shipped with that SKU, and the inner packing. Wrist wear, polished scratches, resized bracelets that cannot be restored, missing links, or a crystal with new marks can lead to a refused return or a reduced refund after inspection.

• Do not wear the watch as a daily piece and then send it back as unused.
• Do not remove factory films, tags, or protective stickers if they were still on the piece at delivery.
• Do not put courier labels on a presentation box. Use a plain outer carton.
• Accessories follow the product page. If a listing shipped the watch only, we do not expect a full box set on the return.

QC-approved orders

Every order is inspected before dispatch. You receive a QC video of the allocated watch and approve it before the carton is sealed. Approving QC means you accepted the finishing and functions shown in that clip. A return after delivery is still available inside the 14-day window if the watch is unused, but “it looks different from the listing photo” is not a defect when the approved video matches the piece you received.

If you reject QC before shipment, we do not send that watch. You may ask for another piece, another collection model at the listed price difference, or a refund of amounts already paid. That is a pre-shipment change, not a 14-day delivery return.

What we refund

Once the returned watch passes inspection, we refund the product price to the original payment method used at checkout. Outbound shipping on this store is free, so there is no outbound shipping charge to refund. Return shipping to us is paid by you unless we confirm the piece arrived damaged in transit or we sent the wrong reference.

Refund timing depends on the payment provider. After we accept the return, most refunds show as pending within a few business days; your bank or wallet may take longer to post the credit. We do not refund customs, duties, or local handling charged by your country’s postal service unless we agreed in writing before the return.

What we do not refund

• Requests opened after 14 days from delivery, unless the warranty policy applies.
• Watches that have been worn, altered, resized beyond a simple link return, or serviced by a third party.
• Missing links, tools, cards, or packing that shipped with the order and were not sent back.
• Orders refused at the door without contacting us first, if the refusal causes a return-to-sender fee we cannot recover.
• Change-of-mind returns after you asked us to engrave, customize, or source a piece outside the live shop listing, unless we agree in writing.

Inspection after we receive the watch

We inspect the returned watch against the QC record for that order. If the piece matches the unused condition we require, we process the refund. If it does not, we will write to you with photos and either decline the return, offer a partial refund, or ship the watch back. We aim to complete that inspection within five business days of the parcel arriving at the return address we gave you.

Exchanges

Size, dial, or collection swaps are treated as a return of the original piece plus a new order at the current listed price. We do not hold a second watch in reserve unless support confirms stock. If you want another Royal Oak, Offshore, or Code 11.59 reference, say so in the return request so we can check the catalog before you ship.

Wrong item or transit damage

If the watch is not the reference you approved, or the carton arrives crushed with a damaged crystal, case, or bracelet, photograph the outer carton, inner packing, and watch before you wear it. Send those images through contact. In those cases we cover a replacement or a refund of the product price, including a prepaid return label when we ask you to send the piece back.