Returns & Exchanges Policy

At The Watches Men & Co., your satisfaction is our top priority. We’ve crafted a clear and fair return and exchange policy to ensure a smooth experience for all our valued customers.

1. Return Eligibility:

To qualify for a return or exchange, items must meet all of the following conditions:

  • Returned within 30 days of delivery.
  • In new, unused condition.
  • Returned with original packaging, must include: Packing material, Blank warranty cards, Instruction manuals, and any included accessories.
  • Shipped via insured and trackable ground service (NZ Post, Australia Post, DHL, or UPS).
  • Return shipping costs are the customer’s responsibility.

We are not responsible for lost or damaged return shipments.

We reserve the right to refuse returns if there are:

  • Signs of wear, damage, or use.
  • Missing components, packaging, or documentation.

2. Defective or Damaged Products:

If your product arrives defective or damaged, please contact us at info@thewatchesmen.co.nz within 30 days of delivery.

 Once verified, we will:

  • Provide return instructions.
  • Offer a replacement or a full refund, based on your preference.

3. Customer Remorse:

If you’ve changed your mind about your purchase, we can help.

  • Email us at info@thewatchesmen.co.nz within 30 days of delivery.
  • A $65 restocking fee will be deducted from your refund.
  • You are responsible for return shipping.
  • Items must be returned in their original, unused condition.

4. Exchanges:

  • We’re happy to accommodate exchanges under the following conditions: 
  • A $65 restocking fee applies to all exchanges not due to defects.
  • Items must be unused, in original condition, and with all original packaging and documentation.
  • The replacement item must be of equal or greater value.
  • You are eligible for a FREE exchange if there is a verified defect in the watch mechanism.

Some watches may be classified as Special Orders. These include:

  • Items not in physical stock at our New Zealand warehouse.
  • Items sourced from partners in the USA, Australia, or the UAE.
  • Watches not listed on our website but ordered specifically for you.

 Special Orders are subject to limited return eligibility. If a return is approved:

  • A restocking fee of 25% will be deducted from the refund.
  • All Special Order returns are evaluated case-by-case, and approval is not guaranteed.

 We advise confirming all details before placing a Special Order.

To initiate an exchange, email info@thewatchesmen.co.nz, and our team will assist you.

6. Refund Process:

To ensure a smooth refund process:

  • Use a trackable, insured shipping service for all returns.
  • Once we receive your item, it will be inspected to confirm:
    1. It is in original, unused condition.
    2. All packaging and accessories are included.

 If approved, your refund will be issued to the original payment method only.

A refund confirmation will be sent to your email.

Please allow 5–10 business days for the refund to reflect, depending on your bank or card provider.

7. Late or Missing Refunds:

If your refund hasn’t appeared yet, please:

  •  Check your bank account again.
  • Contact your credit card provider — posting delays can occur.
  • Contact your bank for additional processing time.

 Still no refund? Email info@thewatchesmen.co.nz — we’ll help you track it down.

8. Invalid Return Reasons:

We cannot honor returns for the following:

  • Changed your mind after your order has already been processed and shipped.
  • Found the item cheaper elsewhere.
  • Ordered the wrong product or size without contacting us immediately.
  • Shipping delays beyond our control.
  • Unwanted gifts or preference-based returns.

All orders are a legally binding purchase agreement once submitted. Please review your order carefully before completing checkout.

9. Warranty Exclusions:

Please note, our warranty does not cover:

  • Bands, straps, bracelets, batteries
  • Glass, exposed crystals, or embellishments
  • Damage from water, accidents, misuse, or general wear and tear

 

Need help?

We hope this updated refund policy provides you with the necessary information you were looking for. Please feel free to reach out to our customer support team at anytime if you have any further questions or concerns by: