Refund policy
Last Updated: August 2026
At Watches of NZ, we want you to shop with confidence. If you are not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully before requesting a return.
All prices and fees listed in this policy are in New Zealand Dollars (NZD) unless otherwise stated.
30-Day Return Policy
We accept eligible returns within 30 days of the date your order is delivered.
To qualify for a return, your item must:
• Be unworn and unused
• Be in its original condition
• Include all original packaging, tags, protective films, manuals, and accessories
• Be accompanied by proof of purchase
Returns that do not meet these conditions may not be eligible for a refund.
Change of Mind Returns
If you decide you no longer want your purchase, we are happy to accept an eligible return within 30 days of delivery.
For approved change-of-mind returns:
• A NZD $60 restocking fee applies.
• Customers are responsible for return shipping costs.
• The item must meet all return eligibility requirements.
If a returned product shows signs of wear, has been resized, modified, damaged by misuse, or is missing its original packaging or accessories, the return may be declined.
How to Request a Return
To request a return, please contact us before sending your item.
Email: info@watchesofnz.com
Please include:
• Your order number
• Your full name
• The reason for your return
• Photos if the item is damaged or incorrect
Once your request has been approved, we will provide detailed return instructions and the correct return address.
Depending on the product and the warehouse from which it was shipped, returns may be directed to either our Auckland, New Zealand warehouse or our Dubai, UAE warehouse.
Returns sent without prior approval may not be accepted.
Return Shipping
For change-of-mind returns:
• Customers are responsible for return shipping costs.
• We recommend using a tracked shipping service, as we cannot accept responsibility for items lost during return transit.
For defective, damaged, or incorrectly supplied items:
• We will cover the reasonable cost of return shipping or provide a suitable return shipping solution.
Damaged, Defective or Incorrect Items
Please inspect your order immediately after delivery.
If your order arrives:
• Damaged
• Defective
• Incorrect
Please contact us as soon as possible so we can resolve the issue.
Where appropriate, we will offer one of the following:
• Replacement product
• Repair
• Full refund
Our team may request photographs of the product and packaging before processing your claim.
Items That Cannot Be Returned
The following items are not eligible for return unless required by applicable consumer law:
• Gift cards
• Products marked as Final Sale
• Products that have been worn, altered, resized, or damaged after delivery
Refund Process
After receiving your returned item, we will inspect it to ensure it meets our return requirements.
If your return is approved:
• Your refund will be issued to your original payment method.
• Refunds are typically processed within 10 business days.
• Your payment provider may require additional time before the funds appear in your account.
For approved change-of-mind returns, any applicable restocking fee and any agreed return shipping costs arranged by us will be deducted from your refund.
If more than 15 business days have passed since your refund was approved and you have not received your refund, please contact us.
Exchanges
If you would like a different product, the quickest solution is to:
- Request a return for your original item.
- Place a new order for your preferred product.
For change-of-mind exchanges:
• Standard return conditions apply.
• A NZD $60 restocking fee applies.
• Any price difference between products will be charged or refunded accordingly.
Free exchanges are available if:
• The product is defective.
• We shipped the wrong item.
Order Cancellations
Orders may be cancelled before they have been dispatched.
If your order has already been shipped, it cannot be cancelled and must follow the standard return process.
Warranty Exclusions
Unless otherwise required by applicable law, warranty coverage does not include:
• Batteries
• Watch straps and bracelets
• Glass or crystals
• Cosmetic wear
• Water damage caused by misuse
• Accidental damage
• Damage resulting from improper handling or unauthorized repairs
• Normal wear and tear
Please refer to our Warranty Policy for complete warranty information.
Consumer Rights
Nothing in this Return & Refund Policy limits or excludes any rights you may have under applicable consumer protection laws, including the Consumer Guarantees Act 1993 where applicable.
Contact Us
If you have any questions regarding returns, refunds, exchanges, or your order, please contact us.
Watches of NZ Limited
NZBN: 9429052963155
Address
Unit 9, 28 Harrison Road
Mount Wellington
Auckland 1060
New Zealand
Phone / WhatsApp
+64 22 511 8189
Business Hours
Monday to Friday
9:00 AM to 5:00 PM (NZST)