Refund policy

Returns & Refund Policy

At PrimeTimepiece.com, we want every customer to feel confident and completely satisfied with their purchase. While we take great pride in the quality and craftsmanship of our watches, we understand that occasionally a product may not meet your expectations. That’s why we have designed a simple, fair, and transparent return process. Our priority is your satisfaction, and we strive to make shopping with us as risk-free and worry-free as possible.

Return Period and Eligibility

We offer a 14-day return policy, meaning you have fourteen calendar days from the date of receiving your watch to notify customer support of your intent to return it. Requests made after this period cannot be accepted. To qualify for a return, the item must be in perfect, unused condition, exactly as you received it, with no signs of wear or use. All original packaging, protective films, accessories, and tags must be included and intact. A receipt or proof of purchase is also required. Returns that fail to meet these requirements may be subject to depreciation or may be refused entirely.

We value customer satisfaction above all else. Our goal is to ensure that you love your watch. If for any reason you do not, you may return it at no cost to you, as we proudly offer free returns for most orders. While we welcome returns from customers who find a product isn’t right for them, we reserve the right to review or limit return requests from accounts with unusually high return activity or shipping addresses with increased fees, to maintain fairness and sustainability of our policies.

Inspection and Damages

It is the responsibility of the customer to inspect their watch upon receipt. If you believe your watch is defective, damaged during delivery, or incorrect, you must notify customer support within 7 days of receiving your order. Claims submitted after this period may not be considered. Once your claim is reviewed and verified, we will provide an appropriate solution, whether that is a replacement, repair, or refund. Prompt notification allows us to address issues efficiently and ensures compliance with legal and quality standards.

Exchanges

Exchanges may be accepted if the item meets all return eligibility requirements. Once your exchange is approved, the replacement watch will be shipped to you. Customers may be responsible for all shipping costs associated with exchanges, depending on the circumstances and location. This process ensures accuracy, maintains quality control, and delivers a smooth experience for the customer.

European Union 14-Day Cooling-Off Period

For customers located within the European Union, you are entitled to a 14-day cooling-off period. This allows you to cancel or return your order for any reason, without providing justification, within 14 calendar days from receipt. As with standard returns, the item must be in its original, unused condition, with all tags and packaging intact, and accompanied by proof of purchase. This EU-specific provision ensures compliance with consumer protection laws across member states.

Refunds

Once we receive your returned item, we will inspect it to ensure it meets our return eligibility requirements. You will be notified whether your refund has been approved. Approved refunds are eligible for a refund to the original method of payment or, if preferred, to store credit. Refunds are generally processed within 10 business days, although your bank or credit card company may require additional time to post the transaction to your account. If more than 15 business days have passed since your return was approved and you have not received your refund, please contact customer support immediately.

Legal Considerations and Customer Responsibility

By making a purchase with PrimeTimepiece.com, you acknowledge that all returns must comply with the requirements outlined above. We reserve the right to refuse returns or refunds that do not meet these standards. Customers are responsible for the safe return of items, and using a trackable shipping method is strongly recommended. While we aim to make the return process seamless and free for most customers, unauthorized or improperly shipped returns may be rejected, in which case the customer remains responsible for the product until it is returned according to our instructions.