RETURN & REFUND POLICY

(for purchases from www.charlesjourdanwatches.com only)

We trust our customers are delighted with our watches but there may be occasions where you feel a need to return the item(s). We shall attend to your return request as promptly as possible.

Customer satisfaction is our priority. We emphasis on quality control where product(s) are checked for good condition before deliver to you.  However, there are occasions where mistakes happen.

You are required to email to us your Return Request within 7 working days from the date you received the product(s).  We reserve the right not to attend to your request after the said period. 

For help with returning manufacturing defects product(s) later than 7 days after date of receipt, please contact us at cs@charlesjourdanwatches.com to discuss your options.

To make a return request,

• Step 1: Download the Return & Refund Request Form HERE
• Step 2: Fill up the Form and click submit.
• Step 3: You will hear from us within 2 working days to process your request.
• Do NOT return your product(s) until you hear from us.

You are required to present the below supporting document(s) for your return and refund request for our verification purposes. We reserve the rights to decline your return request should you fail to submit the required document(s).  The supporting documents are:

• A copy of order notification or invoice as proof of purchase from us
• Picture(s) of the defective, damage or wrong product(s)

Upon receiving your request with the supporting documents, we will contact you to make arrangement for the return parcel.  

Return shipping charges may apply subject to the reason for return. Please refer to the chart below for buyer/seller responsibility:

Return Reasons	Return Shipping Handling & Responsibility	New Product Replacement	Refund Eligibility
Manufacturing Defects  (watch not function & missing parts)	Seller responsibility.  We will arrange our shipping partner to pick up the return product from you. No shipping charges incurred to buyer.	Replacement of the same model may offer as an option, subject to stock availability.	Yes, buyer is allowed to ask for a refund on the return product(s).
Cosmetic Flaw (scratches, stains, discolour or dent)
Wrong product sent
Buyer change mind	Buyer responsibility.  We will arrange our shipping partner to pick up the return product from you. Shipping charges will be deducted from the refund of the price of the purchased product(s).	Replacement of other model may offer as an option, subject to stock availability.  Please discuss your option with our customer service team.	Yes, buyer is allowed to ask for a refund on the return product(s).

You are responsible to take care of the product(s) until they reach us and ensure all packaging are intact as per original packaging. You may consider to add additional wrapping material to avoid damages during the return shipping to us.

Should the return product(s) we receive not in its original condition or were damaged during shipping handling (where beyond our control, not due to logistic partner or our fault or negligence), you may be charged for the repair of the product(s) and we reserve the right to deduct the cost from your refund. 

Under circumstances where we agree that the buyer were to arrange the return shipping, the return product(s) must reach us within 14 working days from the date of approval (or a date agreed upon by both parties).  Please return the product(s) to the below-mentioned address.  Failing to do so, the return or refund will not be processed:

 

About Exchanging the Product (where applicable)

You will be offered with a new product replacement to the original purchase item, subject to stock availability.

The replacement product(s) will be delivered to you within the next 7 to 14 business days from the date of receiving the return parcel to the address as indicated in the original order.


About Getting a Refund (where applicable)

Refunds are permitted for return reasons as outlined above.

We will notify you via email and/or phone call on the status of your refund request.

If the order cancellation request were made before product(s) delivery, the refund will be made directly to the original mode of payment used (credit/debit card, online bank transfer or e-wallet) within 14 working days from the day we notified you on the refund status.

If the order cancellation request were made after the product(s) delivered, the refund will only be processed after inspection on the return product(s) if they are in good condition as per original packaging when delivered to you.  Refund will be made directly to your bank account within 14 working days from the day we notified you on the refund status. 

If you do not receive your refund within the agreed refund period, you may write to our customer service at cs@charlesjourdanwatches.com.