Returns & exchanges policy

Free returns
 

How to return or exchange products

At Hollandwatchgroup.com we do our utmost best to offer you a good shopping experience. If by chance - for whatever reason - you are not entirely satisfied with the product you have purchased, you can return it within 30 days after receipt.

 

Frequently asked questions

I want to exchange my product. Is this possible?

Exchanging an item is easy. Please login to the order service page on the web site and follow the steps at the bottom right hand of the page.

How do I return a product?

Returning an item to HWG is easy. Please login to the order service page on the web site and follow the steps at the bottom right hand of the page.

Refund or exchange, what do I send back?

If you don’t like the product you have purchased and you would like to return it for a refund or exchange you need to return the complete product you have received, including the box, labels and all paperwork. Please include the completed returns form in your shipment. More information and the terms and conditions for returns and exchanges can be found here. The product must be unworn. Otherwise, you cannot return it for a refund. 

When will my return be processed?

By Dutch law, we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within five working days. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes take up to seven business days.  

When do I receive my refund?

By Dutch law, we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within five working days. After we have sent the payment order to our bank/payment service provider, the processing time is up to 72 hours before the refund is in your account. You can find more information on returns & refunds here. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes last up to seven working days. 

 
lijn
 

Easy free return in the UK

Return products free of charge with Return Your Parcel within 30 days after purchase. 

How does it work?
1. Log in at our orderservice page
2. Download the returns form, and add the filled out form to your parcel
3. Download the returns label and follow the instructions in the pdf
4. Take your parcel to your local post office or postal agency.

We kindly ask you to consider the following conditions with your return:

  • Please return the product within 30 days after receipt.
  • Download our returns form: Dutch Flemish English
  • The product needs to be returned in an unworn, undamaged state. You can try the watch on your watch to see if it fits, you cannot wear the watch.
  • The strap and buckle of the watch cannot be bent.
  • The products should be returned in the original brand packaging.
  • The accompanying label(s) must be intact and not separated from the object.
  • The guarantee must accompany the product.

Exchange of products

When the product is returned to us, we will ship the alternative product you have chosen as soon as possible. If this product is sold out, we will refund the full amount.
If a returned product is damaged, extra charges may apply.

Processing Term Returns

Products returned via our Free Returns Service are processed by an external e-commerce fulfilment agency located in Weesp, the Netherlands. This means your returned parcel will be processed for a refund at our office in 1-2 working days later than the date on your delivery confirmation.
Please do not send your free return parcel directly to our offices in Rotterdam.

Refunds

Refunds are subject to the following:

  • Refunds are processed as quickly as possible and within 14 working days from the moment you have given notice of a return.
  • In case we have not received the product back within 14 days, payment will be suspended until we have received the product or you can prove the product has been sent to us.
  • Refunds are given via the same payment method as used by the customer.
  • In case Hollandwatchgroup.com/Holland Watch Group B.V. has made a mistake with your order, we will also refund your return shipping costs. Please contact our Customer Service Department for more information.
  • If a returned product is damaged, extra charges may apply.


Repair under warranty

  • In case of repair under warranty, please add the warranty card to your broken watch. Repairs under warranty without a valid, stamped warranty card will not be processed!
  • In case of repair under warranty you don't need to return the watch in the original brand packaging. Holland Watch Group cannot guarantee you will receive the same box in return. Please make sure you pack the watch carefully, for example in bubble wrap.
  • Upon receipt of the returned product, our certified watchmaker will determine whether your complaint is under warranty and if so we will refund the shipping costs (only if the product was bought from us). More information about repairs under warranty can be found on this page.


For repairs under warranty within the 30 days free return period, please log on to our Order service page and follow the instructions.

For repairs under warranty outside the 30 days return period, please include the completed return form with your return shipment to:
Holland Watch Group B.V.
Returns Department
Willebrordusstraat 14
3037 TR ROTTERDAM
Netherlands

Please ensure sufficient postage for the return shipment when you return the product after our 30 day return period. We advise you to send your parcel via standard registered mail.