Customer Care

Returns & Refunds

We want you to love your watch. If it is not quite right, here is how returns work.

On this page

Our Return Window

If you are not completely satisfied with your purchase, you may return it within [RETURN WINDOW: 14 days?] of the delivery date for a refund to your original payment method. Please contact us before sending anything back so we can issue a return authorization and arrange insured shipping.

Return Conditions

To be eligible for a refund, the watch must be returned:

  • Unworn beyond a brief try-on, and in the same condition in which it was delivered.
  • With all items that were included: box, papers, warranty cards, manuals, extra links, straps and tags.
  • Unaltered: not sized by a third party, opened, serviced or modified in any way.
  • With any security tag or seal intact, where one was attached.

We inspect every returned watch on arrival. If it does not meet these conditions, we may decline the return or deduct the cost of restoring the watch to its original condition, and we will contact you before doing so.

Items That Cannot Be Returned

  • Watches purchased through our sourcing service as special orders, unless otherwise agreed in writing [CONFIRM].
  • Watches sized, engraved or modified at your request.
  • Straps and accessories that have been worn or fitted.
  • Service and repair work once completed (see our warranty for service guarantees).
  • Final-sale items, clearly marked as such on the product page.

How to Start a Return

  • Email [EMAIL] or use our contact form within the return window, with your order number and reason for return.
  • We will send a return authorization and shipping instructions. Please do not ship without one; unauthorized returns may be refused.
  • Pack the watch securely with all original items and ship it fully insured using the method we provide.
  • Once received, we inspect the watch and confirm your refund by email.

Return Shipping Costs

[RETURN SHIPPING POLICY: e.g. US returns – prepaid insured label provided free of charge / or deducted from refund?] Original outbound shipping charges, if any, are non-refundable. The watch remains your responsibility until we receive it, so please use the insured method we provide.

International Returns

Clients in Canada and Europe are welcome to return watches within the same window. Return shipping and insurance are [INTL RETURN SHIPPING: paid by the customer?]. Import duties, VAT and taxes paid to a foreign government are generally not refundable by Caliber Watches, though you may be able to reclaim them from your local customs authority. We will provide the documentation you need to mark the shipment as a return.

EU consumers may have additional statutory withdrawal rights under local law; nothing in this policy limits those rights. [CONFIRM WITH COUNSEL]

Refund Timing

Approved refunds are issued to the original payment method within [REFUND PROCESSING: 5 business days?] of the return passing inspection. Depending on your bank or card issuer, it may take a few more days for the credit to appear. Refunds for bank-wire payments are returned by wire to the originating account; any bank fees charged to us may be deducted.

Exchanges and Trade-Ins

Would you rather swap your watch for something else in our collection? Let us know when you contact us and we can apply the value of an eligible return toward another piece. You can also explore trading in a watch you already own on our Sell Your Watch page.

Damaged or Incorrect Items

If your watch arrives damaged or is not the item you ordered, please contact us within [DAMAGE REPORTING WINDOW: 48 hours?] of delivery with photos of the watch and packaging. We will make it right, at no cost to you.