Refund policy

At The Watches Inc, every watch we sell is 100% authentic and carefully inspected before shipping. Because our products are high-value luxury items, we follow strict return and exchange policies to protect both the customer and the brand.

Please read the policy below before placing an order.

1. Eligibility for Returns & Exchanges

We accept returns or exchanges only under the following conditions:

A. If the wrong product was delivered

  • Model, color, or variant does not match your order.

  • Must be reported within 24 hours of delivery.

B. If the product arrived damaged

  • Visible damage on the watch or broken components.

  • Must be recorded on delivery and reported within 24 hours.

  • Unboxing video is required as proof.

C. If there is a major undisclosed manufacturing defect

  • Applies to new watches only.

  • Must be reported within 48 hours of delivery.

Important:
We do not accept returns for minor variations in color, packaging differences, or personal preference (e.g., “I changed my mind”, “I don’t like the size”, “It looks different on my hand”).

 

2. Pre-Owned Watches

Pre-owned watches are sold as-is, with complete transparency regarding:

  • Condition

  • Wear marks

  • Functionality

  • Included accessories

Because these pieces are unique, we do not offer returns/refunds on pre-owned watches unless:

  • A completely different model was delivered

  • The watch has a major issue not disclosed

This protects both authenticity and resale integrity.

 

3. Return Requirements

For a return or exchange to be accepted:

  • The watch must be unused and unworn.

  • All tags, seals, and stickers must remain intact.

  • Original box, documents, warranty cards, authenticity certificates, and accessories must be included.

  • Any tampering, resizing, strap changes, or unauthorized opening automatically voids the return.

 

4. Refund Process

Refunds are processed only when:

  • The return is approved after inspection

  • All items and accessories are returned in original condition

  • No tampering or wear is found

Refund Timeline

  • Inspection time: 1-3 working days

  • Refund time: 3-7 working days after approval

Refunds are issued via Bank transfer.

Shipping charges are non-refundable.

 

5. Exchange Process

If eligible:

  • Exchanges are processed after the original watch is received and inspected.

  • Customers may choose another available model.

  • If the new item is higher priced, the difference must be paid.

  • If the new item is lower priced, the difference may be refunded or credited depending on the case.

 

6. Shipping Costs for Returns

  • If The Watches Inc delivered the wrong or damaged product → we cover return shipping.

  • If the customer requests a return or exchange for personal reasons (not applicable in most cases) → shipping is the customer’s responsibility.

 

7. Order Cancellations

You may cancel your order only if:

  • The watch has not been dispatched yet

  • Cancellation request is made within 2 hours of placing the order

Once dispatched, cancellation is no longer possible.

 

8. Warranty Claims

Warranty is provided based on the watch type:

  • New watches: Follow brand or seller warranty guidelines.

  • Pre-owned watches: Seller warranty applies only if mentioned.

Warranty claims are not treated as returns. They are processed separately.

 

9. How to Request a Return/Exchange

To start a request, contact us with your:

  • Order ID / number

  • Name

  • Phone number

  • Unboxing video

  • Photos (if applicable)

 

10. Special Policy for Automatic Watches

Automatic (self-winding) watches operate differently from quartz (battery-powered) watches. Customers are advised to understand their functioning before requesting a return or refund.

i. Adjustment or Winding-Related Concerns

Most automatic watch issues (approximately 90% of reported cases) are related to:

  • Insufficient winding

  • Power reserve depletion

  • Time adjustment misunderstanding

  • Infrequent wear

  • Improper manual winding technique

These are not manufacturing defects.

If the watch stops due to low power reserve or requires manual winding, this does not qualify for return, refund, or exchange.

In such cases, our team will:

  • Guide the customer on proper winding and usage

  • Provide technical support

  • Offer a small future purchase discount as a goodwill gesture (where appropriate)

ii. If the Watch Has Been Opened or Serviced

If an automatic watch is:

  • Opened

  • Tampered with

  • Serviced by an unauthorized technician

  • Modified in any way

The return and refund policy becomes void.

However, exchange may be discussed at our discretion depending on the condition and inspection findings.

iii. Genuine Mechanical Fault (e.g., Mainspring Failure)

If the watch has a confirmed internal mechanical defect such as:

  • Mainspring failure

  • Movement malfunction

  • Severe factory-level defect

And the issue is verified by our inspection team:

  • A refund or replacement may be approved, depending on stock availability.

  • The issue must be reported within the specified return window.

  • The watch must not show signs of misuse, impact damage, or water exposure.

Each case is evaluated after technical inspection.

iv. Important Note

Automatic watches require regular wear or manual winding to maintain accuracy and performance. Stoppage due to inactivity is normal behavior and does not indicate a defect.

We encourage customers to contact us for guidance before assuming a fault.

 

Contact the Watches Inc Team:

📩 Email: Admin@thewatchesinc.com
📞 WhatsApp: +92 339 3942942

We will review your case and respond within 24-48 hours.