Refund Policy

COMPREHENSIVE RETAIL RETURN AND REFUND POLICY

1. POLICY OVERVIEW AND CUSTOMER COMMITMENT

At Watches5, we stand behind the quality and craftsmanship of our timepieces. We are committed to ensuring your complete satisfaction with every purchase from our collection. This comprehensive Retail Return and Refund Policy outlines the complete framework governing product returns, exchanges, and refunds for all standard retail purchases made through our official website, www.watches5.com. By completing a purchase with Watches5, you acknowledge that you have thoroughly read, understood, and agree to be bound by all terms and conditions contained within this policy.

2. RETURN ELIGIBILITY AND TIMEFRAME

2.1 Standard Return Window: We offer a generous 30-day return period for eligible items. This timeframe begins on the date your order is confirmed as delivered according to the tracking information provided by our shipping partners. This 30-day window provides you ample opportunity to inspect your timepiece in person and ensure it meets your expectations in terms of fit, style, and quality. Returns initiated after 30 days from the confirmed delivery date cannot be accepted, except where explicitly required by applicable consumer protection legislation.

2.2 Condition Requirements: To qualify for a return and potential refund, your item must meet all the following conditions without exception:

  • Pristine, Unworn Condition: The timepiece or watch accessories must be in the exact same condition as when it was shipped. It must show absolutely no signs of wear, including but not limited to: scratches on the case, crystal, bracelet, or clasp; sizing adjustments; fingerprints; or any form of alteration.

  • Complete Original Packaging: The item must be returned with all original manufacturer packaging components. This includes the outer shipping box, the brand presentation box, all protective inserts, pillows, wrapping, authenticity cards, warranty booklets, user manuals, and any accompanying tools (e.g., spring bar tools for bracelet adjustment). The packaging itself must be undamaged.

  • Intact Tags and Seals: All original hangtags, price tags, protective stickers on the crystal/case back, and factory seals must remain attached and unbroken.

  • Proof of Purchase: You must provide clear proof of purchase. This can be the original order confirmation email from Watches5, the digital invoice available in your account, or the packing slip included with your shipment.

3. RETURN PROCESS INITIATION AND PROCEDURE

3.1 Contacting Customer Service: To begin a return, you must first contact our dedicated Customer Experience team by email at service@watches5.com. Please do not ship any items back to us without prior authorization, as unauthorized returns will not be processed and may be refused at the delivery point.

3.2 Required Information: In your initial email, please provide the following information to expedite the process:

  • Your full name and order number.

  • A clear photo or scan of your proof of purchase.

  • The specific reason for the return (e.g., change of mind, incorrect sizing). Your feedback is valuable and helps us improve our products and service.

  • Several clear photographs of the item and all its components in their current state.

3.3 Return Authorization and Instructions: Once our team reviews your request and confirms eligibility, we will issue a Return Merchandise Authorization (RMA) Number and detailed, step-by-step return instructions via email. This email will contain:

  • Your unique RMA number, which must be clearly written on the outside of the return package.

  • The exact warehouse address to ship the return.

  • Specific packaging guidelines to ensure safe transit.

  • The deadline by which the package must be shipped.

3.4 Return Shipment Deadline: You have 14 calendar days from the date we issue the RMA number and approval email to ship the return package from your location. If we do not receive a tracking update showing the package is in transit within this 14-day period, your return authorization will be automatically voided and cancelled.

4. RETURN SHIPPING, COSTS, AND LOGISTICS

4.1 Customer-Paid Return Shipping: For returns initiated for reasons other than a Watches5 error (such as receiving a defective, damaged, or incorrect item), the customer is fully responsible for all costs associated with returning the item. This includes postage, insurance, and any potential customs fees for international returns.

4.2 Return Shipping Recommendations:

  • Tracking and Insurance Are Mandatory: We require that all return shipments be sent using a trackable and insured courier service (e.g., DHL, FedEx, UPS, or your national postal service's registered/insured option). We cannot be held responsible for packages lost or damaged in transit back to us.

  • Retain Your Receipt: Please keep your postage receipt and tracking number safe until the refund process is fully complete.

5. INSPECTION OF DAMAGED OR INCORRECT ITEMS

We take great care in preparing and packing every order. However, if you receive an item that is clearly defective, damaged during transit, or is not the item you ordered, please follow this procedure:

  • Contact Us Immediately: Email service@watches5.com within 48 hours of delivery.

  • Provide Evidence: Include clear, well-lit photographs and/or video of the packaging (both external and internal) and the specific defect or error.

  • Do Not Wear or Alter the Item: The item must remain in the exact condition it was received.
    We will investigate promptly and provide a pre-paid return shipping label if the issue is verified as our responsibility. We will then arrange for a replacement (subject to availability) or a full refund at your discretion.

6. NON-RETURNABLE RETAIL ITEMS

The following retail items are strictly non-returnable and non-refundable, unless they arrive defective or damaged:

  • Gift Cards and Store Credit: Digital or physical gift vouchers.

  • Final Sale Items: Any product explicitly marked as "Final Sale," "Clearance," or "Non-Returnable" on the product page at the time of purchase.

  • Personalized Items: While not typical for our standard retail collection, any item that has been personalized at the customer's request (e.g., special engraving) cannot be returned.

7. REFUND PROCESSING DETAILS

7.1 Inspection Upon Receipt: Once your return package arrives at our facility, our quality control team will conduct a thorough inspection to verify the item's condition against our eligibility criteria. This inspection process typically takes 3-7 business days.

7.2 Refund Approval Notification: We will send you an email notification to confirm whether your refund has been approved or denied based on the inspection results. If any issues are found (e.g., signs of wear, missing components), we will contact you with details and may offer a partial refund reflecting the diminished value.

7.3 Processing Timelines: If your refund is approved, we will initiate the refund to your original payment method. The funds will be processed within 10 business days of the approval notification. Please be aware that after we process the refund, it may take additional time for your bank or credit card company to post the credit to your account. This can typically take 5-10 business days for credit cards and longer for some alternative payment methods.

7.4 Late or Missing Refunds: If you have not seen the refund posted to your account after 15 business days from our approval email, please follow these steps:

  1. Check your bank or credit card statement again.

  2. Contact your bank or card issuer directly, as there is often a processing period on their end.

  3. If you have completed these steps and the refund is still not visible, contact us again at service@watches5.com with your order number and RMA number for further investigation.

8. POLICY UPDATES AND CONTACT INFORMATION

Watches5 reserves the right to update, modify, or amend this Retail Return and Refund Policy at any time. The most current version will always be posted on this page with an updated "Last Updated" date.

For any questions not addressed in this policy, please contact our customer service team:
Email: service@watches5.com
We are here to ensure your experience with Watches5 is exceptional.


WATCHES5 WHOLESALE & CUSTOM ORDER REFUND POLICY

1. POLICY SCOPE AND APPLICATION

This Wholesale & Custom Order Refund Policy applies exclusively to all purchases falling under the following categories:

  • Wholesale/Bulk Orders: Purchases of multiple units made by authorized resellers, distributors, or corporate partners.

  • Bespoke/Custom Orders: Any order involving modifications to standard specifications, including but not limited to custom engraving, dial personalization, unique material combinations, or made-to-order designs.

2. FUNDAMENTAL NO-RETURN & NO-REFUND PRINCIPLE

Due to the specialized, made-to-order, and/or bulk nature of these transactions, all Wholesale and Custom Orders are strictly FINAL SALE.

  • Returns, exchanges, and refunds are categorically not accepted once an order has been confirmed and payment has been processed.

  • This policy is in place because these orders are produced specifically per the client's specifications and cannot be resold through our standard retail channels.

3. ORDER CONFIRMATION AND CLIENT RESPONSIBILITY

It is the sole and critical responsibility of the Wholesale Client or Custom Order customer to:

  • Carefully review and confirm all order specifications, design mock-ups, technical drawings, and sample approvals before providing final authorization to proceed with production.

  • Verify all details in the formal order confirmation and commercial invoice.
    Once final approval is given by the client and production commences, the order is considered binding and irrevocable.

4. LIMITED EXCEPTIONS FOR DEFECTS

Our no-refund policy is subject to only one very narrow exception:

  • Manufacturing Defects: If a product arrives with a verifiable, significant manufacturing defect that renders it non-functional or materially different from the client-approved specifications, we will, at our discretion, repair or replace the defective unit(s).

  • Process for Defect Claims: Any claim of a manufacturing defect must be submitted in writing to our B2B team within 7 calendar days of receipt of the shipment, accompanied by detailed photographic/video evidence and a description of the defect. We will review the claim and determine the appropriate remedial action, which will not include a monetary refund but may involve repair or replacement.

5. ACKNOWLEDGEMENT AND AGREEMENT

By placing a Wholesale or Custom Order with Watches5, the client explicitly acknowledges that they have read, understood, and unconditionally agree to this No-Return, No-Refund Policy. They accept that all sales under these terms are final and that they have exercised due diligence in confirming their order details before production begins.

For inquiries regarding wholesale or custom orders, please contact: service@watches5.com.