IWC Schaffhausen allows you or the Gift Recipient (as defined below) to return IWC Schaffhausen products purchased on the Platform or directly by phone through the Client Relations Center within thirty (30) days following delivery, but subject to the further terms and conditions set forth below.
(a) Return Process
Products that have been purchased through the Sales Channels may only be returned to our e-boutique distribution center at the address of our Returns Department – RNA Logistics, Attention: E-Commerce Returns, 2710 Regency Drive, Suite 500, Grand Prairie, TX 75050 – 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. For example, if you purchase a product at a retail boutique, you should return it at that boutique.
To return a product to our e-boutique distribution center, you must follow the steps mentioned below:
(i) Call the Client Relations Center (1-800-432-9330) to request a Return Authorization Number (RAN);
(ii) Fill out the required information and list the applicable Return Authorization Number (RAN) on the return/exchange form;
(iii) Include in the delivery package the completed return/exchange 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;
(iv) Seal the delivery package and affix the pre-paid delivery label to it; and
(v) Bring the package to any of our logistics partner’s locations or call our logistics partner to arrange for pick-up of the sealed delivery package.
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 e-boutique distribution center will be eligible for a refund or exchange.
(b) 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. We will not accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way. 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.
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.
(c) Products You Cannot Return or Exchange
Products that have been personalized in any way or otherwise made for you as custom products or with bespoke specifications cannot be returned to us for exchange or refund. This includes, without limitation, products that 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. As discussed above, custom and personalized products are strictly non-refundable.
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.
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 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.
If a product is returned for exchange with a more expensive product, you will have to pay the price difference.
(d) Defective Products
In circumstances where you consider that the products are defective, including as to satisfactory quality or suitability for their intended purpose or not as described, you can contact our Client Relations Center to arrange (i) a full refund within thirty (30) days of delivery of the product to you, (ii) a repair or (iii) a replacement of the product, subject to availability.