MEN’S WATCHES
WOMEN’S WATCHES
A return claim needs to be lodged within 30 days of the receipt of the items. If 30 days have passed since the delivery, we can’t offer you a full refund.
All returns must receive the return authorization before shipping else they would not be processed; Return products without authorization code will not be received and would be considered lost by default even if it is sent with tracking or insurance and showing as delivered.
To initiate a product return, kindly send the item back to us in its original condition and packaging. Please note if the item is damaged by the customer, it will not qualify for a refund. The customer will be responsible for covering the cost of return shipping. However, if the return is necessitated by a defect or an error on our part, we will gladly reimburse the shipping expenses to you or offer a store credit for the equivalent amount.
Return due to defects
For returns, if the product is faulty or defective, please report any issue with the watch within 5 business days of the receipt of the delivery. Photos and videos are always required as evidence to support your claim. To speed up the process, please collect and send in all the evidence with your request via email to: [email protected]. Once received and approved, we will send you a return paid label with an authorization code. We may contact you for more information about the issue before the authorization is issued. Once approved, you need to return all items, including the original box, and paper works.
Return under 30 days money back guarantee
For returns under a 30-day money-back guarantee, You have 30 days to lodge a request for the return after the order is delivered. We request the product to be returned in brand new condition and shall not affect the second sale, with all original packaging and paperwork sent together. The buyer will cover the cost of shipping and insurance. Please note that we will refund you the amount paid less the payment merchant fees, normally 3~5% charged by the card and split payment company, depending on your payment method. The refund amount will be clearly outlined in the return authorization and be the same as the original invoice.
If you pay via bank transfer to our account directly, there won’t be any merchant fees charged for guarantee returns.
Once your return is received and inspected, we will send you an email to notify you that we have received your return. We will also notify you of the approval or rejection of your refund after assessing the condition of the items, including their packaging and accessories. We expect the returned item to be in brand new condition with all its paperwork and accessories, not affecting its second sale.
We strongly recommend you take photos of the item before shipment.
Once approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
A screenshot of the refund will be sent to you via email as well.
Late or missing refunds
A refund generally takes 3~5 business days from the day you receive the screenshot to reach your account. Sometimes when a refund is sent across borders, it may take up to 15 days for the money to show up.
If you haven’t received a refund after such time frame, first check your credit card company with the screenshot that we provided, which will contain information such as transaction ID, time and date of the issue. They shall be able to tell you whether the refund has been processed from their end.
You can also contact your bank with those details and when the money will arrive in your account for refunds directly via bank transfer.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected] or contact us at 1300 083 226.
Item not available
In rare cases, we may not have the product when you complete the transaction. We will notify you and issue a full refund of the purchased price, within 24 hours if it happens.
You will be offered a similar available item and if rejected a refund screenshot will be sent to your email and the funds will be sent back by its original payment method.
Refunds for returns over 30 days
We do not offer refunds if you change your mind about the purchase after 30 days period. We will not issue return authorization after 30 days of the receipt of the item.
Any faulty products returned and received within 30 days will qualify for a replacement of the new product or a refund if it is brand new, with the reported faults or defects. All shipping costs, including return fare and the postage of the new product, will be covered by Oz Watch.
Any product defects reported after 30 days and within 2 years period would be assessed on an individual case basis.
The following items are not covered by returns/refunds under warranty:
- Bands, straps, bracelets, batteries, glass, exposed crystals and other embellishments.
- Damage (including water damage) as a result of accidents, poor care, and normal wear and tear.
For any warranty claims, you need to submit detailed photos, or videos clearly showing the reported issues and we ask you to take detailed photos of the item before shipping it back.
We will cover the return fare for all authorized returns.
We will send an email of acknowledgement within 24-48 hours once the repaired item is received. We will assess the item and provide our professional opinion about the issue of the item and provide you with a time frame for the repair.
Generally speaking, if we have the required parts, your repair will be completed 24~48 hours after the first email/assessment is sent.
If we do not have the required parts, we will order the parts from the suppliers. Depending on its availability, it will take around 3~15 business days for the part to arrive at our facility and we will carry out the repair within 24-48 hours after the part is received. We will provide you with updates on each step and keep you informed during the whole process. Generally, we send out update emails. We will contact you to confirm the redelivery address before shipping out the repair goods. If you change your details during this process, you can let us know by email.
Repair under warranty
Warranty repairs generally involve the replacement of the movements, and the reattachment of the watch hands or dial marker. We will send you authorization when such an issue is reported. Please do not ship the item back without reporting the issue and obtaining the authorization first.
The standard timeframe for such an operation is around 7 business days unless we do not have the movement in stock. You will be informed if it happens.
Repairs without warranty
General repairs involve other issues which vary from case to case. We will provide a quote for such repair when the issue was first reported. Once agreed upon and paid for, we will provide you with authorization to send back the item. Please do not ship the item back without reporting the issue and obtaining the authorization first.
We do not charge restocking fees for any exchange. You just need to cover the shipping fees for the return of the item and the shipment of the new item to you.
The item must be returned unused, brand new, with all paperwork and accessories, not affecting its second sale, to qualify for the exchange.
To initiate the exchange, you need to send a request via email and obtain authorization before sending the original item back.
The exchanged item can be cheaper or dearer than the original purchase. If it is dearer, you will pay the difference with a custom link to make the payment. If a refund is requested, we will charge the credit card merchant fees or the split payment gateway fees, ranging from 3~6%, depending on your original payment method. Bank transfer purchases will not incur any additional fees.
All payment-related topics will be finalized and outlined in the return authorization.
Your Rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Designerswatch adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The timeframes set out in this policy are considered fair and reasonable given the types of products sold.