Maison allows you or the Gift Recipient (as defined below) to return Maison products purchased through the Sales Channels within 30 days following delivery, but subject to the further terms and conditions set forth below.
(a) Return Process
In accordance with these Conditions of Sale, products that have been purchased through the Sales Channels may be returned to any IWC Schaffhausen retail boutique. Products purchased through the Platforms or Client Relations Center may also be returned to our Maison e-boutique distribution center at the address of our Returns Department. 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 a IWC Schaffhausen boutique.
To return an eligible product to our e-boutique distribution center, please contact our Client Relations Center to start your return. 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 Maison 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 these Conditions of Sale and, if so, then proceed with the applicable refund or exchange.
Only products 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 Maison box and delivery package, including all accessories and documents are eligible for return. For example, timepiece bracelets must be returned with the exact 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.
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
Orders for products that have been personalized or otherwise made for you with bespoke specifications cannot be cancelled and such products cannot be returned for exchange or refund. This includes, without limitation, products that have been engraved or embossed.
If applicable, product(s) and/or services(s) purchased using our finance option cannot be exchanged.
You may return a product purchased through the Sales Channels for refund, provided that the return complies with these Conditions of Sale. Personalized products or similar special-order 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 Maison e-boutique distribution center.
You may return a product purchased through the Sales Channels for exchange with another Maison product, provided that the return complies with these Conditions of Sale. 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 Maison 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.