(a) Right to cancel
You have the right to cancel the contract created by our written order confirmation without giving any reason thirty (30) days from the day on which you acquire, or someone you nominate (other than the carrier) acquires, physical possession of the products in your order. If you are a customer based in the European Union, the European Economic Area or the United Kingdom and have made a purchase via the Sales Channels, this is considered to be your statutory right to withdraw from the contract. To meet the withdrawal deadline, it is sufficient for you to withdraw before the withdrawal period has expired.
To cancel the contract and return your product(s), you can contact our Customer Relations Center and follow the instructions that will be given to you, or you can send us in writing an unequivocal statement such as a letter or e-mail to: (i) For purchases with delivery to addresses in the UK: email@example.com or Richemont UK c/o Regency Shipping Ltd, Unit 15 Trident Industrial Estate, Blackthorne Road, Colnbrook, Slough SL3 0AX, United Kingdom; and (ii) For purchases with delivery address outside the UK: firstname.lastname@example.org or IWC Schaffhausen, RLG Europe BV, PO Box 2967, NL-1000 CZ Amsterdam. Alternatively, you may cancel using the Model Cancellation Form, but it is not obligatory.
(b) Return Process
Products that have been purchased through the Sales Channels may only be returned to our IWC Schaffhausen e-boutique distribution center at the address of our Returns Department, as provided in our FAQs section through our Customer Relations Center, or if available to selected IWC Schaffhausen retail boutiques, in accordance with these Conditions of Sale.
Products that have not been purchased through the Sales Channels may NOT be returned to our e-boutique distribution center
To return a product to our e-boutique distribution center, you must follow the steps mentioned below:
- (i) Call the Customer Relations Center
- (ii) You may choose (a) to use our pick-up service and agree on a pick-up date with our logistics partner, or (b) a parcel drop-off at any of our logistics partner’s network locations within the eligible return period. You may be asked at this stage to provide information about the product for us to make a first assessment of the condition of this product;
- (iii) The Customer Relations Center will send you a return form by e-mail or ask you to complete the return form that was enclosed with your product delivery;
- (iv) Please fill out the required information on the return form and sign it;
- (v) You must include in the delivery package, the completed return form along with the product, all its accessories, any free items you received as part of your order, the Service Guide, the Warranty Card and all other documents, in their original box;
- (vi) Please seal the delivery package and affix the pre-paid airway bill received with your purchase; and
- (vii) On the agreed date, our logistics partner will pick-up the sealed delivery package, or you opt for the drop-off service at any of our logistics partner’s network locations, you will be given a receipt with a return tracking number that should be kept until we send you an order refund confirmation by e-mail.
You must keep a proof of return shipment, and we accept no liability in the event that such proof cannot be produced. Only merchandise received by our IWC Schaffhausen e-boutique distribution center will be eligible for a refund or exchange.
If available, you may be able to return the product to an IWC Schaffhausen retail boutique in the country where your product was delivered. Please [refer to our FAQs or] call the Customer Relations Center for further details. You may be asked to provide information about the products for us to make a first assessment of the condition of these products.
(c) Condition of Returned Products
We will verify that the returned product satisfies the conditions of the Returns and Exchanges Policy and, if so, then proceed with the applicable refund or exchange.
Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original IWC Schaffhausen box and delivery package, including all accessories and documents. For example, timepiece bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
If you have received free items as part of your order, they must be returned with the products.
All returns will be subject to strict Quality Control (“QC”) by us to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you. If the returned product satisfies QC, we will proceed with the applicable refund or exchange.
Failure to comply with these Conditions of Sale will entitle us to refuse the returned product and send it back to you, at your own cost.
(d) Products you cannot return or exchange
Orders for products that have been personalized in any way or otherwise made for you with bespoke specifications cannot be cancelled and such products cannot be returned to us for exchange or refund. This includes, without limitation, products that may have been engraved or embossed.
You may return a product purchased through the Sales Channels for refund, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.
Only the buyer will be entitled to receive a refund of the purchase price. In no event will a person who has received the product as a gift (i.e. a “Gift Recipient”) be entitled to receive a refund. If you are a Gift Recipient and wish to return a product, please contact the Customer Relations Center to discuss your options.
If the return complies with these Conditions of Sale, we will use commercially reasonable endeavours to refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within thirty (30) days after receipt of the returned item by the IWC Schaffhausen e-boutique distribution center. Except for delivery of a defective product by us, initial shipping charges will not be refunded.
If you are returning a product purchased via the Sales Channels to a participating IWC retail boutique (please refer to our FAQs section or contact the Customer Relations Center to find out about our participating [Maison] retail boutiques), you will be refunded using the same means of payment as used by you when purchasing the product. Please refer to our FAQs section or contact the Customer Relations Center for further details.
You may return a product purchased through the Sales Channels for exchange with another IWC Schaffhausen product, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.
In any event, the sale of the returned product will be cancelled and a new order for the product ordered must be placed.
Should a product be returned to the IWC Schaffhausen e-boutique distribution center for exchange with a less expensive product, only the buyer of the returned product will be entitled to receive a refund of the price difference.
Should a product be returned for exchange to a participating IWC retail boutique for exchange (please refer to our FAQs section or contact the Customer Relations Center to find out about our participating IWC retail boutiques) with a less expensive product, you will be refunded the price difference using the same means of payment as used by you when purchasing the product. If a product is returned for exchange with a more expensive product, you will have to pay the price difference.