Returns & Exchanges

Returns Policy

In these terms the expressions usweour and The Watch Company (including The Watch Company Limited and Watch Company) are a reference to The Watch Company Limited and reference to you is the Customer.  

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with retail tags attached.

All refunds will be processed back onto the original form of payment used.

 

Change of Mind

The Watch Company is committed to Customer satisfaction. If you order and receive any product that you are not happy with for any reason, simply return it to us within the given time frames (refer below) and provided it is in the same condition which we sent it to you, we will happily exchange this product or refund your payment.  

The Watch Company will gladly offer free Courier delivery for every order. However, should you return an item, the cost of shipping will be deducted from your total refund. 

 

Time Frame for Returns

The time frames in which you must return products are:

Within 14 days (ordinary days NOT working days) of receipt of product.

Unless a product is faulty or the wrong product was received, we will not accept any products returned outside of these time frames.  There will be no exceptions to this policy. 

 

Returns Process

1. Contact The Watch Company to obtain a return authorisation: sales@thewatchcompany.co.nz

2. Pack all return items with a copy of your invoice in a secure carton, courier satchel or postage bag. Ensure that items are securely packed/bubble-wrapped as we are not able to accept them if items or packaging (watch retail packaging/boxes) are damaged.

3. We recommend sending by courier and ensuring you can trace the parcel as we will be unable to cover lost packages. 

4. Please send your return to:

If sent via NZ Post / CourierPost: 

The Watch Company Ltd
P.O. Box 84-447 
Westgate
Auckland 0657

Other Courier:

The Watch Company Ltd - Returns
Hold for collection
NZ Couriers DEPOT ONLY
681c Rosebank Road
Auckland

5. Once we receive the package, we will endeavour to inspect and process your return within 48 hours to ensure you receive your exchange or refund as quickly as possible. We will send an email to confirm and update you on the process.

 

Faulty Returns 

If you have a faulty product that you would like refunded, repaired or replaced, follow the Return steps above. Faulty products may be returned outside of the regular return time frames recorded above so long as the product is still under warranty. We will meet our obligations under the Consumer Guarantees Act to provide a remedy.

We will endeavor to process all refunds and/or replacements within 48 hours of receiving notification of a fault; however some faults must be approved by the manufacturer before a refund or replacement can be issued. In this case we will keep you informed on a regular basis via email updates.

Each manufacturer may have different service standards for faulty products. While we will endeavor to deal with all faulty products promptly, we do not have control over the repairs or assessment process for warranty issues. In some cases warranty repairs can take between 4-6 weeks. In most cases products returned in used condition will be repaired instead of replaced and will not be refunded unless repair is not possible.

 

Returns Terms & Conditions

All products returned for refund or exchange must be returned in original new condition with all tags attached (unless faulty). Any packaged items must be returned with the original packaging in new condition or may not be accepted (unless faulty).

For all returns (except faults which is addressed above), we will endeavor to process all returns as quickly as possible.  During peak periods, The Watch Company cannot guarantee returns will be processed within 48 hours. During these periods some exchanges may not be processed if your requested product is out of stock and a refund will be processed instead. 

 

Packaging/Boxed Goods

If you wish to exchange or return boxed goods, they must be returned to The Watch Company in the original packaging, unmarked and in new condition (unless faulty).

If the packaging has been marked or is in unsatisfactory condition there may be a chance that we will be unable to exchange or refund the product.

 

For any further information please contact our customer services team: sales@thewatchcompany.co.nz

Last updated: March 2015