Return and Refund Policy

Last updated September 01, 2024

At Watches by Andrew, we are committed to ensuring the satisfaction of our customers. This Refund Policy outlines our protocols and procedures regarding refunds, ensuring a transparent and fair process for all our clients. 

Please note that this policy applies to all purchases made through our website, https://www.watchesbyandrew.com. We encourage our customers to read this policy thoroughly to understand their rights and our obligations. This will help facilitate a smooth and straightforward refund process, should the need arise.

We understand that every situation is unique, and we are dedicated to handling each case with the attention and care it deserves. If you have any questions or concerns about this policy, please do not hesitate to contact our customer support team at andrew@watchesbyandrew.com for assistance.

 

RETURNS

All returns must be postmarked within thirty (30) days of delivery. 

Please note: All items must be in new and unused condition, with all original tags, labels, and original packaging.

What if my product is damaged/wrong?

Our team performs thorough checks on each order that we ship. If you have still received a damaged or incorrect product, please don’t hesitate to drop us an email at: andrew@watchesbyandrew.com. We’re always here to help and will help address your questions or concerns. 

Note: Please pack the product in the same condition as you have received it. 

Which are the items that cannot be returned/replaced? 

In our commitment to creating an exceptional customer experience, we also need to set clear guidelines on when a refund or return may not be possible. The following are circumstances under which we cannot accept returns or issue refunds:

  • Late Request: Requests initiated more than 30 days after delivery cannot be accommodated.
  • Fully Custom / Bespoke Build Watches: Watches that are fully customized or built to your specific requirements are non-returnable and non-refundable due to their personalized nature.
  • Final Sale Items: Final Sale items are non-returnable.
  • Incorrect Shipping Address: If the wrong shipping address is entered at checkout, we cannot offer a refund or return.
  • Original Packaging: Returns must include all original packaging, tags, labels, and accessories. Items returned without these, or with damaged packaging, will may not be accepted or a loss in value will be assessed.
  • Altered Serial Number: Products with defaced or altered serial numbers are not eligible for return or refund.
  • Intentional Damage: Products that have been intentionally damaged, or otherwise destroyed, are not eligible for return.
  • Water Damage: Products that have been damaged by water will not be eligible for return.
  • Free or Complimentary Products: Return or replacement requests for items that were free or complimentary are not accepted.

How long will it take for the return process to complete?

We will make sure that the return process is smooth and fast. As we receive your product for a return, we will process your return within 7 to 14 business days after a thorough inspection of your return. If your return is approved, the refund will be credited to your original payment method. 

 

RETURN PROCESS

To return an item, please email customer service at andrew@watchesbyandrew.com with your concern and the order number to obtain the return approval, place the item securely in its original packaging, and mail your return to the address provided by us in the following format:

For US and International buyers:
653008 Watches by Andrew
2045 Niagara Falls Blvd Ste 4
Niagara Falls, NY
14304-1675
United States

For Canadian buyers:
653008 Watches by Andrew
410 Adelaide St W Unit #1 
TORONTO, ON
M5V 1S8
Canada

RETURN SHIPPING 

  • Refund of Shipping Fees in Specific Cases: In instances where it is determined that there was a legitimate issue with the product, such as a defect in quality or an error in the item shipped, Watches by Andrew will fully cover the shipping fee upfront or refund the shipping fees incurred by the customer.
  • Customer Responsibility for Shipping Charges: If the returned watch does not exhibit any mechanical defects, the responsibility for covering the return shipping costs will fall on you, the customer.
  • Pre-Paid Shipping Labels: To simplify the return process, we will provide you with a pre-paid shipping label for both U.S. and Canadian returns. This ensures that your return shipment is trackable and securely reaches our facility. The corresponding fee for the shipping label, as mentioned above, will be deducted from the refund issued to you.
  • Return Fees for U.S. Customers: For returns within the United States, a flat fee of $30 USD will be charged. This fee covers the cost of the pre-paid shipping label provided by us. The $30 USD will be deducted from your total refund amount, ensuring a straightforward and transparent process.
  • Return Fees for Canadian Customers: For returns originating from Canada, the return fee is set at $30 USD. Similar to U.S. returns, a pre-paid shipping label will be provided, and the $30 USD fee will be deducted from your total refund amount.
  • Return Shipping For Orders Outside the U.S. and Canada: For returns from countries outside of the United States and Canada, the customer is fully responsible for securing and paying for the return shipping label. Additionally, the customer will be responsible for any duties or taxes incurred when importing the watch back to Canada. These costs will not be covered by us and must be handled by the customer.
  • Damage Assessment and Fees: In the event that the returned watch shows any damage, an additional fee may be assessed. This fee will be based on the reduction in the watch’s market value caused by the damage. We will conduct a thorough inspection of the returned watch to determine the appropriate fee, which will then be deducted from your refund.
  • Refund Adjustments: The total refund issued to you will be the original purchase amount minus the return shipping fee and any applicable damage fees. This ensures that both parties are fairly compensated in the return process.
  • Requirement for Return Confirmation: Please do not mail your return package without receiving confirmation from us. Returning an item without prior confirmation may result in the rejection of your return request. In such cases, no refund or replacement will be provided.

DISCLAIMER: THE COMPANY HAS A DEDICATED TEAM THAT WILL CHECK THE RETURNED PRODUCTS AND THEIR DECISION ON YOUR REQUEST WILL BE FINAL TO ACCEPT OR REJECT. WE MAY REJECT THE RETURNED PRODUCT IF THERE IS DAMAGE TO THE PRODUCT OTHER THAN WHAT WAS VISIBLE IN THE UNBOXING VIDEO OR IF FOUND THE PRODUCT IS TO BE USED OR TAMPERED WITH. IF A RETURNED PRODUCT IS REJECTED, NO EXCHANGE OR REFUND WILL BE ISSUED TO THE CUSTOMER, AND THE CUSTOMER MAY CHOOSE TO HAVE THE PRODUCT SHIPPED BACK TO THEM AT THEIR OWN COST.

REPEATED RETURN REQUESTS

  • We reserve the right to impose such charges as is necessary to reimburse the expense of delivery if we observe that you have a transactional history of repeated returns.
  • We also reserve a right to make the products ineligible for return or exchange, if we observe a transactional history of repeated returns.
  • The liability and risk of such returns shall be on you to establish your claim for return. replacement shall only be initiated if they pass through the conditions mentioned above. If the product fails to pass through the verification and checks, the product shall be shipped back to you, for which you shall have to bear the expense.

EXCHANGES

At Watches by Andrew, we are committed to ensuring your satisfaction with our products. Please read the following terms regarding our exchange policy:

Eligibility for Exchange:

  • Product Condition: To be eligible for an exchange, the item must be unused, in the same condition that you received it, and in its original packaging with all tags, labels, and accessories intact.

Exchange Process:

  • Initiating an Exchange: To initiate an exchange, please contact our customer support team within 30 days of receiving your order. Provide your order number, the item(s) you wish to exchange, and the reason for the request.
  • Approval and Instructions: Once your exchange request is approved, we will provide you with detailed instructions.
  • Return Shipping Charges: You will be responsible for paying the return shipping charges. We recommend using a trackable shipping service to ensure that the item is returned to us safely.

Processing the Exchange:

  • Inspection: Once we receive your returned item, we will inspect it to ensure it meets the exchange eligibility criteria. If the item does not meet these criteria, we will notify you that the exchange has been denied.
  • New Item: If the exchange is approved, we will process your exchange and send out the new item to you. Depending on your location, the time it may take for your exchanged product to reach you may vary.

Exchanges for Different Products:

  • Price Difference: If you wish to exchange an item for a different product with a different price, you will need to pay the difference if the new item is more expensive, or we will refund the difference if the new item is less expensive. 

CANCELLATIONS

Immediate Order Processing and Cancellation Limitations
At Watches by Andrew, your shopping experience is our top priority. You may cancel your order while it is still in the processing phase. Once the order has been packed, and shipped, cancellations are no longer possible. This ensures that we can fulfill and ship your items as quickly as possible. If you have any concerns or issues with your order, please contact our customer service team for assistance, and we will do our best to address any problems promptly.

Cancellation from our end

We do our best to ensure all orders are processed smoothly, but sometimes situations arise that might lead us to cancel an order. These situations include:

  • Unavailability of Product/Service: Occasionally, a product or service may become unavailable after you've placed an order. If this happens, we'll inform you as soon as possible and offer a full refund or suggest alternative options that might interest you.
  • Non-compliance with Terms of Service: We uphold our Terms of Service and if an order doesn't align with these or with applicable laws, we reserve the right to cancel it.
  • Suspicion of Fraudulent Activity: Your security is crucial to us. If we suspect any fraudulent activity or unauthorized use of payment information, we'll cancel the order to protect both you and our platform.

Should we need to cancel your order for any reason, we’ll reach out to you using the contact information you provided when placing the order. Any refunds due will be processed back to the original payment method you used for the purchase.

CHANGES TO THIS POLICY

Watches by Andrew reserves the right to modify this refund policy at any time. We will provide notice of any changes by posting the updated policy on this website and updating the "Last updated" date at the top of this page.

 

QUESTIONS

If you have any questions concerning our return and refund policy, please contact us at: andrew@watchesbyandrew.com.