A year's guarantee on the movement
If anything goes wrong with the running movement within a year, we put it right. Damage from drops, water or your own interventions is not covered.
The terms
Cooling-off period and returns
Returning your purchase
If you buy a watch in our web shop, you have fourteen days from the moment you receive it to change your mind. You do not have to give a reason. Below is exactly how it works, what you get back and what we ask of you.
How long do you have to decide, and what does it cost you?
Fourteen days, counted from the day you receive the watch. Within those fourteen days you tell us you are withdrawing from the purchase, and then you have another fourteen days to send the watch back. Within fourteen days of your notice you get the full amount back, including the delivery charge you paid on the purchase.
This right does not come from us but from the law, and it applies to every distance purchase: in the web shop, by telephone or by email. If you buy at the counter in Utrecht it does not apply, because then you saw the watch and held it before deciding. That is not obstinacy but how the rules are built.
You do not have to give a reason
The watch does not suit you, it does not fit, or on reflection you no longer fancy it: any of those is enough. We may not ask you for a reason as a condition, and we do not. If you say why, we use it only to do better next time.
Examining is fine, using is not
You may unpack the watch, examine it and try it on, just as you would in a shop. What you may not do is wear it, because then it is no longer new for the next buyer. If a loss of value has arisen because you did more with it than was needed to assess it, we may deduct that. What this means in practice is set out further on.
In three steps
How to undo the purchase
You do not have to use a form of ours or choose set wording. A message saying you are withdrawing from the purchase is enough, as long as it is within fourteen days.
Tell us within fourteen days
Send an email or call us and say that you are withdrawing from the purchase. Include the order number. We confirm your notice with the date, so you can show you were within the period.
Send the watch back
You then have another fourteen days to send the watch. Do not send it off on your own initiative as an ordinary parcel; get in touch first and we will agree how it gets back to us safely.
We refund within fourteen days
Counted from your notice, and by the same route you paid. The full amount, including the delivery charge you paid on the purchase. If there is a loss of value, we say in advance how much and why.
What you get back
Four things worth knowing
These are the points that in practice cause the most confusion, and they are also the points the law is clearest about.
The delivery charge on the purchase too
If you paid a delivery charge when ordering, you get it back too on a full return. That applies to the standard delivery; if you chose a more expensive or faster option yourself, we need only refund the standard rate.
Get in touch first, then send it back
On a watch of this value we do not want to leave the return to chance. So get in touch first rather than sending a parcel yourself, and we will agree how it gets back to us safely.
What loss of value is and is not
Unpacking, examining and trying on are fine. Wearing it out, setting it and using it are not, and nor are scratches on the case or the strap. If something reduces the value, we say in advance what we are deducting and why, with photos.
It does not apply at the counter
The right of withdrawal belongs to a distance sale. If you buy in the shop in Utrecht, you have seen and worn the watch before deciding and those fourteen days do not apply. Your statutory rights in the event of a fault of course do, and those are on the warranty page.
If in your case something here does not add up, let us know. These are statutory rules and we have no interest in a reading that departs from them.
Get in touch
Why we do it this way
We do not want a buyer who has made a mistake
Buying a watch you have only seen in photos is a leap. So we read the cooling-off period generously rather than narrowly, and we say in advance what we deduct for damage. A satisfied buyer comes back; somebody who feels cornered does not.
- Fourteen days to change your mind, no reason needed
- The delivery charge on the purchase back too
- Refunded within fourteen days of your notice
- Clarity in advance if we want to deduct anything
- Plus a year's guarantee on the movement
What has to go with it
What we would like back
Everything you received with the watch should come back. If something is missing, we cannot sell the watch on as complete and that counts.
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The watch itself, unworn
Status: Helpful
Without scratches and with the protective film still on if it was fitted.
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The box and its inner fittings
Status: Helpful
Including the cushion and the outer packaging if it came with it.
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The papers you received
Status: Helpful
The warranty card, the certificate and our own receipt.
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Spare links or straps
Status: Helpful
Including the links removed to size the bracelet.
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Labels and seals
Status: Optional
If a tag or seal was attached, leave it on.
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The original outer box
Status: Optional
Practical, because then the watch is just as well protected on the way back.
If you are unsure whether something belonged with it, send a photo of what you have. We will simply say what is missing and what that means.
Get in touchAlongside the cooling-off period
What still applies after that
The fourteen days exist so you can withdraw from the purchase. After that you keep rights, and those are set out below.
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Your statutory rights remain
A watch has to do what you may reasonably expect of it. That applies to a pre-owned watch too, and it applies for longer than the guarantee.
What that means -
Or simply drop in
If there is a problem, it need not go by email. Come to the Amsterdamsestraatweg in Utrecht and put the watch on the counter.
Address and opening hours
Frequently asked questions
Questions about returns
When do the fourteen days start?
From the day after you receive the watch, and not from the day of the order. If you receive it on a Monday, you have until the Monday two weeks later to tell us you are withdrawing from the purchase.
After that you have another fourteen days actually to send the watch back. So there are two periods running one after the other.
Do I have to give a reason?
No. You do not have to give a reason and we may not make one a condition.
If you do say why, we appreciate it, but only because we can learn from it. It changes nothing about your right.
How do I send the watch back?
Get in touch first rather than sending a parcel yourself. We will then agree together how the watch gets back to us safely.
Do this within fourteen days of telling us you are withdrawing from the purchase.
Do I get the delivery charge on my order back too?
Yes, on a full return you get that back as well.
If you chose a more expensive or faster delivery than the standard, we refund the standard rate. The difference is then yours to bear.
I put the watch on. Is that allowed?
Yes. You may unpack it, examine it and try it on, exactly as you would in a shop. That is what the cooling-off period is for.
What it does not cover is wearing it: out and about, set and in use. If that has reduced the value we may deduct it, and then we say in advance how much and why, with photos.
Does the cooling-off period apply if I buy in the shop?
No. The right of withdrawal belongs to a distance sale: online, by telephone or by email.
If you buy at the counter in Utrecht, you have seen the watch and had it on before deciding, and then there is no statutory cooling-off period. Your rights in the event of a fault of course remain.
How soon do I get my money back?
Within fourteen days of your notice, and by the same route you paid.
Usually it is quicker, because we do not wait longer than necessary. If it unexpectedly takes longer, you will hear from us why.
And if something turns out to be wrong with the watch?
Then it is not a matter of the cooling-off period but of warranty, and that is a different story with different periods.
Tell us and have nothing done to it yet. We give a year's guarantee on the movement, and beyond that your statutory rights apply, which reach further. That is set out on warranty and authenticity.
Questions?
Unsure about a purchase or a return?
Simply call or email us, or come by the Amsterdamsestraatweg in Utrecht. We usually reply within 24 hours, weekends included.
Wednesday and Thursday from 12:00 to 17:00 without an appointment, all other days by appointment.