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Refund policy

Returns & Refunds

We strive to deliver you the best in quality and value, and we want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we’ll do our best to provide a solution that meets your needs.

All amounts below are in NZD unless stated otherwise.

1. Change-of-mind returns

Change-of-mind returns are accepted within 30 days of delivery, provided:

  • The watch is unworn and shows no signs of use

  • All original packaging, tags, and protective films are included and undamaged

  • You can provide a receipt or proof of purchase

For change-of-mind returns:

  • A NZ$60 restocking fee applies

  • You are responsible for the cost of return shipping (see below for defective/incorrect items)

If we receive an item that is worn, used, damaged by the customer, or missing original packaging, it will not be eligible for a refund.

2. How to start a return

To start a return, contact us at info@watchesofnz.com within 30 days of delivery.

Once your return is approved, we will:

  • Confirm the return address (either our warehouse in Mount Wellington, Auckland or Dubai, UAE), and

  • Provide instructions on how and where to send your package

Please:

  • Use a trackable mail or courier service

  • Do not send anything back without contacting us first – items sent without a prior return request will not be accepted

You can always contact us at info@watchesofnz.com if you have any questions about returns.

3. Damages and issues

Please inspect your order as soon as you receive it and contact us immediately if:

  • The item is defective,

  • The item is damaged, or

  • You received the wrong item

This allows us to evaluate the issue and make it right as quickly as possible.

For defective, damaged, or incorrectly supplied items:

  • We will either replace the item or refund you in full

  • We will cover or reimburse the reasonable cost of return shipping (or provide store credit for that amount), as long as you follow our return instructions

4. Exceptions / non-returnable items

We cannot accept returns for:

  • Sale items / items marked “Final Sale”

  • Gift cards

Please choose carefully when purchasing these items.

5. European Union 14-day cooling-off period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without a justification.

In addition to the above:

  • Your item must be in the same condition you received it, unworn or unused, with tags, and in its original packaging

  • You will need the receipt or proof of purchase

This right is separate from and in addition to our standard 30-day return window.

6. Refunds

Once we receive your return, we will:

  1. Inspect the item to confirm it meets our return conditions

  2. Notify you by email whether your refund has been approved or declined

If approved:

  • Your refund will be processed to your original payment method within 10 business days

  • For change-of-mind returns, the NZ$60 restocking fee and any applicable return shipping cost (if we arranged it on your behalf) will be deducted from your refund

If more than 15 business days have passed since your refund was approved and you still haven’t received it, please:

  1. Check with your bank or card issuer (refunds can take time to post)

  2. If it’s still not visible, contact us at info@watchesofnz.com

7. When we can’t accept a return

We’re unable to accept returns if:

  • The watch has been worn, sized, or shows signs of use

  • The original packaging, tags, or protective films are missing or damaged

  • The return is requested after the 30-day window (or 14-day cooling-off period for EU orders)

  • The item is a gift card or clearly marked “Final Sale”

In these cases, we may return the item to you at your cost.

8. Exchanges

The fastest way to get a different item is to:

  1. Follow the return process above for your original item, and

  2. Place a new order for the item you want

For standard exchanges:

  • The same conditions as returns apply (unworn, original packaging, etc.)

  • A NZ$60 restocking fee applies to all change-of-mind exchanges

  • Any price difference between the items will be charged or refunded as applicable

  • The replacement item must be of equal or greater value

You are eligible for a free exchange (no restocking fee) if:

  • There is a defect in the watch mechanism, or

  • We sent you the wrong item

In these cases, please contact us at info@watchesofnz.com, and we’ll do our best to help you.

9. Warranty exclusions (what’s not covered)

Our warranty and exchanges do not cover:

  • Bands, straps, bracelets, batteries, glass, exposed crystals, and other embellishments

  • Damage (including water damage) resulting from accidents, misuse, poor care, or normal wear and tear

Issues falling under these categories are generally not eligible for free repair, replacement, or exchange under warranty.

10. Need help?

If you have any questions or need help with a return, refund, or exchange, you can reach us at:

We’re here to help and will do our best to make the process smooth and fair.