1. Overview

At Sablier Watches, we are committed to ensuring your complete satisfaction with your purchase. We understand that there may be circumstances where you need to return a product, and we have established this Refund Policy to outline the procedures and conditions for returns and refunds.

This policy is designed to be fair and transparent while maintaining our commitment to quality and customer service. We encourage you to read this policy carefully before making a purchase.

2. Return Eligibility

2.1 Timeframe for Returns

You may request a return of your purchase within 30 days from the date of delivery. To be eligible for a return, your item must meet all of the following conditions:

• The item must be unused and in the same condition that you received it
• The item must be in its original packaging with all accessories, manuals, warranty cards, and certificates of authenticity
• You must have proof of purchase (order confirmation or receipt)

2.2 Condition of Returned Items

All returned items will be inspected upon receipt. If the product shows signs of wear, has been damaged, or is missing any components, we reserve the right to refuse the return or provide only a partial refund.

For watches, the protective films and tags must be intact, and the timepiece must not show any signs of being worn or adjusted (such as bracelet sizing).

3. Return Process

3.1 Initiating a Return

To initiate a return, please follow these steps:

1. Contact our customer service team at [email protected] or call +1 (930) 208-2163 to request a return authorization
2. Provide your order number, the item(s) you wish to return, and the reason for the return
3. Our team will review your request and, if approved, provide you with a Return Authorization Number (RAN) and return instructions
4. Pack the item securely in its original packaging with all accessories and documentation
5. Include the RAN prominently on the outside of the package
6. Ship the package to the address provided in the return instructions

We strongly recommend using a traceable shipping method and purchasing shipping insurance, as you are responsible for the item until it reaches our facility.

3.2 Return Shipping

Return shipping costs are the responsibility of the customer, except in cases where the return is due to a defective product or our error (wrong item shipped, etc.).

For returns due to defects or our error, we will provide a prepaid shipping label or reimburse reasonable shipping costs. Please contact our customer service team to arrange this.

4. Refund Processing

4.1 Refund Timeframe

Once we receive and inspect your return, we will process your refund according to the following timeline:

• Inspection Period: 1-3 business days after receiving your return
• Refund Processing: 1-2 business days after approval
• Bank/Credit Card Processing: 5-10 business days for the refund to appear in your account (depending on your financial institution)

You will receive an email notification when your refund has been processed.

4.2 Refund Methods

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit Card: Refunded to the original card
• PayPal: Refunded to your PayPal account
• Bank Transfer: Refunded to the originating account
• Store Credit: In some cases, we may offer store credit as an alternative, which may include additional value

4.3 Partial Refunds

In certain circumstances, only partial refunds may be granted:

• Items that show signs of use or wear
• Items that are returned incomplete (missing accessories, documentation, etc.)
• Items that have been damaged after delivery
• Special or custom-order items that were made to your specifications

The amount of the partial refund will be determined based on the condition of the item and its resale value.

5. Exchanges

If you wish to exchange an item for a different model or variant, please follow the same process as for returns. Once we receive your return, you can place a new order for the desired item.

For exchanges due to defects or errors on our part, please contact our customer service team directly for expedited handling.

6. Non-Refundable Items

The following items are not eligible for return or refund:

• Personalized or custom-engraved watches
• Special limited edition or collector's pieces (unless otherwise specified at the time of purchase)
• Gift cards and gift certificates
• Items marked as "Final Sale" or "Non-Returnable" at the time of purchase
• Items damaged due to misuse, neglect, or accident
• Digital products or downloadable content

7. Defective or Damaged Items

7.1 Manufacturing Defects

If you receive an item with a manufacturing defect, please contact us immediately at [email protected] with photos of the defect and a description of the issue. We will work with you to resolve the matter promptly.

For items with manufacturing defects, you may choose from the following options:

• Replacement with an identical item (subject to availability)
• Full refund including original shipping costs
• Store credit for the full purchase amount plus 10% (as compensation for the inconvenience)

7.2 Shipping Damage

If your item arrives damaged due to shipping, please:

1. Document the damage with photos before opening the package completely
2. Contact us within 48 hours of delivery
3. Retain all packaging materials for potential inspection by the shipping carrier

We will work with the shipping carrier to file a claim and arrange for a replacement or refund.

8. Warranty Returns

Items covered under the Sablier Watches manufacturer's warranty should be processed through our warranty service rather than our standard return process. Please refer to our Warranty Policy or contact our service department at [email protected] for assistance with warranty claims.

The warranty return process is separate from this Refund Policy and has different procedures and timeframes.

9. Special Circumstances

9.1 International Returns

For international customers, all returns must be declared as "Returned Goods" on customs forms. Any customs fees, taxes, or duties incurred during the return shipping are the responsibility of the customer.

International returns may take longer to process due to customs clearance and extended shipping times. Please allow an additional 5-10 business days for international return processing.

9.2 Gift Returns

If the item was received as a gift, we can provide store credit to the gift recipient or process a refund to the original purchaser. Gift recipients will need to provide the order number or other proof of purchase. For assistance with gift returns, please contact our customer service team.

9.3 Sale Items

Items purchased during sales or promotions are eligible for return under the same conditions as regular-priced items unless specifically marked as "Final Sale" or "Non-Returnable."

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

The policy in effect at the time of your purchase will apply to that transaction.

11. Contact Information

If you have any questions about our Refund Policy or need assistance with a return, please contact us at:

Our customer service team is dedicated to providing prompt and helpful assistance to ensure your satisfaction with Sablier Watches products and services.