Refunds & Returns - 30-Day Returns & Exchanges

Refunds & returns · 30 days · Worldwide

You have 30 days from delivery to return your watch – unworn, complete, for any reason and with no explanation needed. We refund to the original payment method as soon as the watch is back with us.

This policy applies to every order placed on watchexclusive.eu, wherever you live and whether the watch was bought at full price or in a sale. Prefer a different model instead of your money back? We exchange too – just tell us in the same e-mail.

How to return a watch Terms & Conditions

30-day returns · Sale items included · Exchanges available · Refund within 14 days

Returns at a glance

Return period30 days from delivery

ConditionUnworn, with box, papers and guarantee card

Sale itemsSame 30-day right as full-price watches

Return shippingPaid by you

RefundOriginal payment method, within 14 days

ExchangeYes – for any other watch we sell

Faulty watchClaim settled within 30 days · 2-year liability

Where to write[email protected]

The four things worth knowing before you send anything back

Each of them is explained in full further down the page. Nothing here limits the rights you have under the law in your own country.

30 days, not 14

EU law gives consumers 14 days to withdraw from a distance purchase. We give everyone 30 days from the day the parcel is delivered – the longer period applies on top of your statutory right, never instead of it.

Sale watches count too

A discounted or clearance watch can be returned on exactly the same terms as one bought at full price, and carries the same guarantee. We do not restrict refunds on sale items to a credit note.

⇆

Exchange, if you prefer

Wrong size, second thoughts about the dial? Swap the watch for any other model in our catalogue instead of taking a refund. You pay or receive only the difference in price.

€

Money back where it came from

Refunds go to the card, PayPal account or bank account you paid from – normally within a few working days of the watch arriving, and in any case within 14 days. No vouchers, no store credit.

How to return a watch – four steps

The whole process is handled by e-mail. There is no online form to fill in and no return number to wait for – although writing to us first means we can watch out for your parcel.

Tell us within 30 days
E-mail [email protected] with your order number and say whether you want a refund or an exchange. Any clear statement is enough – you do not have to use a form or give a reason. We reply the same working day with confirmation.
Pack the watch as it arrived
Brand box and outer packaging, guarantee card, instruction booklet, any removed links, and the protective films still in place. Put the invoice or a copy of it in the parcel so we can match it to your order immediately.
Send it back to us
To I&M Montres s. r. o., Karpatská 18, 811 05 Bratislava, Slovakia (EU). The return is sent at your own cost and you are free to choose any carrier you like – just pack the watch so that it reaches us as safely as it left us.
We check it and pay you back
A watchmaker inspects the watch on arrival – usually the same day. We then e-mail you the outcome and issue the refund or dispatch the replacement. Refunds reach your payment method within a few working days and never later than 14 days from receipt.

Sending from outside the EU? Mark the customs declaration “Returned goods – no commercial value transfer” and state the original invoice number. A return that arrives with import duty payable by us cannot be released from customs, and the parcel will be sent back to you.

What can be returned – and the few things that cannot

The rule is simple: the watch has to be in the state in which you received it. Trying it on to see how it sits on your wrist is expected and is not “wearing” it.

Situation	Returnable?	What happens
Unworn watch, complete with box and papers	Yes	Full refund of the price you paid.
Watch bought in a sale or with a discount code	Yes	Identical terms – refunded at the price actually paid.
Gift bought for someone else	Yes	The refund goes to the person who paid, so the buyer needs to start the return.
Box, guarantee card or links missing	Partly	We accept the return and deduct the cost of replacing what is missing. We tell you the amount before we refund.
Watch visibly worn, scratched or resized	Partly	Allowed by law, but the refund is reduced to reflect the loss in value. We send photographs and the calculation.
Engraved or personalised at your request	No	Goods made to your specification are excluded from the right of withdrawal. Faults are of course still covered.
Bracelet shortened by us on your instruction	No	Ask us to send the removed links loose in the box if you are not certain about the model.
More than 30 days since delivery	No	Write to us anyway – a fault is a different matter entirely and is covered for two years.

Please do not send a watch back to the manufacturer or to a service centre. Everything – returns, exchanges and warranty claims – goes through us in Bratislava, and we deal with the brand on your behalf.

How the refund is paid, and when

We refund to the method you paid with. The times below start from the moment we confirm the return by e-mail; how quickly the money then appears also depends on your bank.

You paid by	Refunded to	Typical time after we approve
Card (Stripe)	The same card	1–2 working days on our side, then 3–5 working days for your bank to post it.
PayPal	Your PayPal account	Usually visible the same or the next day.
Bank transfer	The account the payment came from	1–2 working days; international transfers can take up to five.
Cash on delivery or in the showroom	Bank account you give us	1–2 working days from receiving your IBAN.

Outbound shipping. If you paid for delivery, we refund it at the rate of the cheapest standard service we offered for your country – an express upgrade you chose yourself is not refundable. Where your order qualified for free shipping there is nothing to refund on that line.

Return shipping. The cost of sending the watch back is yours in the case of a change of mind. If the watch turns out to be faulty, or we sent the wrong model, we reimburse what you actually paid for the return once you send us the receipt.

Import duty and taxes. Duty, GST, sales tax or clearance fees you paid to the courier on arrival are not ours to refund – they are reclaimed from your own customs authority when goods are re-exported. Keep the courier’s paperwork and the customs declaration of the return; most authorities need both. Our part of the price, including any EU VAT, always comes back to you in full.

Currency. Prices are set in euro and refunds are issued in euro. If your card was billed in another currency, the amount credited may differ slightly from the amount debited – that difference is your bank’s exchange rate, not a deduction by us.

Not arrived? Check the statement of the card or account you paid from, then your bank’s pending transactions. If more than five working days have passed since our confirmation e-mail, write to [email protected] and we will send you the payment reference from the processor.

Exchanges – swapping for another watch

You can exchange a watch for any other model in our catalogue within the same 30 days, on the same condition – unworn and complete.

How it works. Write to [email protected], tell us which model you would like instead, and we will reserve it for you while your parcel is on its way. Send the original watch back as described above; we dispatch the replacement as soon as it has been checked, normally the same day.

Price difference. If the new watch costs more, we send a payment link for the difference. If it costs less, we refund the difference to your original payment method. Nothing else changes.

Shipping. You pay to send the first watch back; we pay to send the replacement out, anywhere we deliver. If the exchange is because the watch was faulty or we sent the wrong model, both legs are on us.

One thing to keep in mind. An exchange restarts nothing – your 30 days on the replacement run again from the day it is delivered, and its guarantee starts on that date too.

If the watch is faulty – a claim, not a return

A defect is treated separately from a change of mind, it is not limited to 30 days, and it costs you nothing. Two protections run in parallel.

Manufacturer’s guarantee

Pros: Every watch arrives with the brand’s stamped guarantee card, usually valid two years and honoured by authorised service centres worldwide, because we buy only from official distributors.

Cons: Its length and scope are set by the brand, not by us, and it typically excludes the battery, the strap, water damage and normal wear.

Your rights against us as seller

Pros: Under Slovak and EU law we are liable for two years from delivery if the watch does not match its description or the quality you can reasonably expect. You may ask for repair, replacement, a discount or a refund.

Cons: Outside the EU your own consumer law applies and may give you a shorter period – there the manufacturer’s guarantee does most of the work.

How to make a claim. E-mail [email protected] with your order number, a description of the fault and a photograph or short video if the fault can be seen. We confirm the claim in writing, tell you where to send the watch, and settle it – by repair, replacement, discount or refund – no later than 30 days from the day you raised it, as Slovak law requires.

Who pays. You arrange the shipment to us; if the claim is justified we reimburse the postage you paid on presentation of the receipt, and the repair or replacement itself is free of charge. The watch comes back to you at our expense.

What is not a fault. Damage from an accident or a knock, the case being opened outside an authorised service centre, water beyond the rated resistance, a flat battery after normal use, and ordinary wear to the strap, glass and finish. A mechanical watch that gains or loses a few seconds a day is inside the brand’s tolerance rather than defective – send it to us anyway and we will have it regulated.

Damage in transit. Check the outer box in front of the courier. If it is damaged, note it on the delivery record or refuse the parcel, and e-mail us photographs the same day. We settle it with the carrier ourselves – you do not have to deal with them.

Cancelling before the watch is sent

Changed your mind on the same day? Write to us before the dispatch confirmation arrives and we cancel the order at no cost, with the payment released back immediately. Card authorisations that were never captured simply disappear from your statement within a few days.

If the parcel has already left Bratislava, the order can no longer be stopped – but you can refuse it at the door, or accept it and return it under the 30-day policy above. A refused parcel comes back to us automatically and is refunded once it arrives; we deduct the outbound shipping we actually paid if the shipment was free of charge to you.

Model withdrawal statement

You do not need a form – a plain e-mail is enough. If you would rather use standard wording, copy the text below into your message.

To: I&M Montres s. r. o., Karpatská 18, 811 05 Bratislava, Slovakia, [email protected]

I hereby give notice that I withdraw from my contract of sale for the following goods: brand, model and reference.
Order number: … · Ordered on: … · Received on: …
Name and address of the consumer: …
Please refund to the payment method used for the order.
Date: …

Refunds & returns – frequently asked questions

The questions we are asked most often before a watch goes back in the box.

How long do I have to return a watch?

30 days from the day the parcel is delivered, for any reason. Consumers in the EU also have the statutory 14-day right of withdrawal; our 30 days are longer and run alongside it. The deadline is met if you tell us within the 30 days – the watch may reach us shortly afterwards.

Can I return a watch bought in a sale?

Yes. Discounted and clearance watches carry exactly the same 30-day right, the same guarantee and the same refund method as watches bought at full price. You are refunded the amount you actually paid.

Who pays for the return shipping?

You do, if you simply changed your mind – the return travels at your own cost and you may use any carrier you like. If the watch was faulty or we sent the wrong model, we reimburse the postage against the receipt.

Do I have to try it on carefully?

Handle the watch as you would in a shop: try it on, set the time, see how it wears. That is expressly allowed. Wearing it out for a week, resizing the bracelet yourself or removing the protective films leaves marks, and we then have to reduce the refund by the loss in value.

I threw away the box. Can I still return the watch?

Yes, but the refund is reduced by what it costs us to replace the missing box, guarantee card or links, and we tell you that amount before crediting you. Watch boxes for a luxury brand are expensive, so keep the packaging until you are sure.

Will I get back the customs duty I paid on delivery?

Not from us – import duty and local taxes are collected by your own customs authority, and they are the ones who refund them when the goods are re-exported. We refund the full price of the watch, including EU VAT where it was charged. Keep the courier’s import paperwork.

My watch stopped working after three months – what now?

That is a warranty claim, not a return, and there is no 30-day limit on it. Write to us with the order number and a description; we settle every claim within 30 days and, for the first two years, the repair or replacement is free of charge.

What if we cannot agree?

Write to us first – nearly everything is solved in a day or two. If it is not, a consumer may turn to the Slovak Trade Inspection (SOI), Inspectorate for the Bratislava Region, as the competent out-of-court dispute body. Full detail is in our Terms & Conditions.

Ready to return or exchange a watch?

One e-mail with your order number is all it takes. A person reads it – usually the same working day – and tells you exactly what to do next.

E-mail us about a return Contact us

Returns address: I&M Montres s. r. o. · Karpatská 18, 811 05 Bratislava, Slovakia (EU) · [email protected] · +421 911 591 937

In force from 4 September 2026. See also Shipping & Delivery, Terms & Conditions and Privacy Policy.