(a) Right to cancel
You have the right to cancel the contract created by our written order confirmation without giving any reason fourteen (14) 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 or the European Economic Area 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 Client Relation Centre and follow the instructions that will be given to you, or send us in writing an unequivocal statement such as a letter or e-mail to: IWC Schaffhausen, Client Relations Centre, firstname.lastname@example.org or 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, or 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 IWC Schaffhausen e-boutique distribution center.
To return a product to our e-boutique distribution center, you must follow the steps mentioned below:
(i) Call the Client Relations Center
(ii) You may either choose (a) our pick up service and agree on a pick-up date with our logistics partner or (b) a parcel drop off at any Swiss Post Office within the 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) In the event you choose parcel drop off at the Swiss Post Office, the Client Relations Center will send you a prepaid return label by e-mail; if you choose our return pick up service, our logistic provider will bring the prepaid return label at the time of pick-up.
(iv) You must include in the delivery package, the product, along with 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;
(v) Please seal the delivery package, if applicable, print the prepaid return label and affix it to the parcel; and, depending on the option you chose according to lit (ii) above:
(vi) On the agreed date, our logistics partner will pick-up the sealed delivery package and give you a return tracking number which you should keep until the order refund confirmation is received or you may drop off the parcel at any Swiss Post Office within the return period, in which case you will be given a receipt with return tracking number which should be kept until order refund confirmation is received.
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.
You may be able to return the product to an IWC Schaffhausen retail boutique in the country where your product was delivered. Please call the Client 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 sent back 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 have been engraved.
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 Client 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 fourteen (14) 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 Schaffhausen retail boutique (please contact the Client Relations Centre to find out about our participating retail boutiques), you will only be entitled to receive boutique merchandise credit. No cash or card refunds will be issued in respect of a return to a participating retail boutique. Boutique merchandise credits can only be applied to products purchased in a participating retail boutique and cannot be applied to products purchased through the Sales Channels. Please contact the Client 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 Schaffhausen retail boutique for exchange (please contact the Client Relations Centre to find out about our participating retail boutiques) with a less expensive product, the individual making the return will only be entitled to receive a merchandise credit of the price difference. Boutique merchandise credits can only be applied to products purchased in a participating IWC Schaffhausen retail boutique and cannot be applied to products purchased through the Sales Channels. Please contact the Client Relations Center for further details.
If a product is returned for exchange with a more expensive product, you will have to pay the price difference.