Returns & Exchanges Policy
Our return guidelines ensure a secure, transparent, and fair process for collectors and our watchmakers.
1. The 7-Day Return Window
You have exactly 7 calendar days from the date of delivery to request a return, exchange, or store credit refund. Any return requests initiated after the 7th day will not be eligible for processing.
2. Strict Return Eligibility Conditions
Luxury timepieces are highly sensitive instruments. To protect our collectors and maintain absolute stock integrity, a watch will only be accepted for return or exchange if it meets all of the following conditions:
- Unworn & Unaltered: The watch must be in pristine, brand-new condition. It must not have been worn, scratched, scuffed, or altered in any way.
- No Bracelet Adjustments: Metal watch bands must not have had any links removed or adjusted. Leather or rubber straps must show no crease marks or buckle indentations.
- Complete Packaging: All protective films, box sets, hangtags, barcodes, and warranty manuals must be returned fully complete and untampered with.
Any timepiece returned showing signs of wear, case-back scratches, strap creasing, missing tags, or removed protective film will be rejected immediately and shipped back to the customer at their expense.
3. Non-Returnable Products
We do not accept returns or exchanges for timepieces purchased on clearance sale or promotional discount, watches that have been physically customized or sized prior to delivery, or special custom orders imported specifically for a client.
4. The Secure Return Process
- Request Approval: Contact our Customer Concierge at returns@watchshop.ng within 7 days of delivery with your Order Number and photos confirming the pristine condition of the watch.
- Secure Shipping: Within Lagos, we will arrange a secure pickup via our vetted courier partner. Outside Lagos, we will provide instructions for secure, insured transit shipping.
- Double Boxing: Place the watch box inside a secondary, secure transit shipping box with bubble wrap to prevent damage to the luxury presentation case.
5. Inspection & Refund Timeline
Upon receipt, our certified horologists physically inspect the returned watch to verify case integrity, mechanical function, and packaging completeness. This inspection takes 2 to 3 business days.
Once approved, refunds are processed strictly via bank transfer or card reversal within 5 to 7 business days. We do not issue cash refunds under any circumstances.