Refund policy
Returns
We offer a 30 day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be:
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Unworn and unused
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In the same condition that you received it
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In its original packaging
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Accompanied by proof of purchase
Returned watches must be in original condition. Items showing signs of wear, strap or bracelet adjustment, resizing, or removal of protective films may not be eligible for return.
We recommend reviewing all product specifications carefully before purchase. Returns may not be accepted for watches that have been worn, resized, or modified after delivery.
To request a return, please contact us at:
If your return request is approved, we will provide instructions on how and where to send your item. Items returned without prior authorisation will not be accepted.
Damaged or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or you receive the wrong item, please contact us immediately so we can evaluate the issue and resolve it.
Personalised Watches
Any personalised or customised Velaro watches are non refundable.
This includes watches that have been modified with personalised features such as engravings, custom parts, or other bespoke modifications requested by the customer.
Personalised items may only be returned if they arrive defective or damaged.
Non Returnable Items
We cannot accept returns for:
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Personalised or customised watches
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Items that have been worn or used
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Watches with adjusted or resized bracelets or straps
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Items not returned in their original packaging
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Sale items
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Gift cards
Exchanges
We do not offer direct exchanges. If you wish to change your item, the quickest option is to return the original product (if eligible) and place a new order.
European Union 14 Day Cooling Off Period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days of delivery without providing a reason.
However, this right does not apply to personalised or custom made products.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or payment provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at: