Refund and returns policy
A pre-owned watch is one of a kind, so the rules differ from ordinary retail. This page explains what qualifies, how to apply, and how long it takes.
The fields below are being finalised before we publish this document formally. For anything urgent, please reach us through the contact page.
- Operating entity
- Registration number
- Registered address
- Support email
- Governing law and forum
- After-sales time limit
1. One thing to note first
Every pre-owned watch is a single, unique item, so there is no identical replacement. For that reason we do not accept change-of-mind returns. Please decide based on the watch file and the authentication findings available before you order.
2. When a full refund applies
- The review does not pass: after payment we verify the movement, appearance and accessories item by item. If the watch does not pass, the transaction is cancelled and refunded in full.
- The item does not match its file: the delivered watch differs materially from the watch file in condition, year of production, reference number, or included accessories.
- Transit damage: the watch is damaged in transit and you can provide evidence at delivery or immediately afterwards.
3. How to apply
- Find the completed order in "My orders" and choose "Request after-sales", or submit directly on the "After-sales" page.
- Describe the reason and attach photos or video that show the issue. Leaving the amount blank, or entering 0, is treated as a request for a full refund.
- You can follow the progress and the outcome on the same page; both the process and the outcome are recorded.
4. What we cannot accept
- Cosmetic changes from your own use, such as scratches from wearing and normal strap wear.
- Opening, repairing, polishing or part-swapping the watch yourself without the Platform's confirmation.
- Requests filed after the time limit, or without the necessary supporting evidence.
5. Time limit and handling
Please raise the request as soon as you receive the watch. The exact time limit is shown under "After-sales time limit" in the "Operating entity and applicable information" section at the bottom of this page. Once we receive it, we review the evidence and contact you. If the item must be returned, the method and who bears the shipping cost are confirmed between us.
6. How the refund is paid
Refunds are returned through the original payment channel. Every case listed in section 2 is on the Platform's or the item's side, so the refund equals the total you actually paid: the detection and after-sales service fee, together with any bank processing cost included in that amount, is returned with it and is never withheld because of the refund.
How quickly the funds appear depends on that channel; once a refund is initiated you can see the record on the "After-sales" page.