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Returns & exchanges policy

 

At Hollandwatchgroup.com we do our utmost best to offer you a good shopping experience. If by chance - for whatever reason - you are not fully 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.

Zwrot czy wymiana, co wolisz?

Jeśli nie podoba Ci się zakupiony produkt i chciałbyś otrzymać zwrot pieniędzy, albo wymienić towar musisz zwrócić pełen produkt razem z pudełkiem, etykietami i wszystkimi dokumentami. Prosimy pamiętaj o załączeniu kompletnego formularza zwrotu do zwracanych produktów wraz z oświadczeniem czy chcesz wymiany produktu (i na jaki produkt) czy też zwrotu pieniędzy. Więcej informacji i warunki zwrotu i wymiany znajdziesz tutaj

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 5 working days. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes last up to 7 working 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 5 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 7 working days.  

 
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Easy free return

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.

Uprzejmie prosimy o wzięcie pod uwagę poniższych warunków podczas zwrotu produktów:

  • Po odbiorze będziesz miał 30 dni na decyzję.
  • Prosimy o zwrot w czasie 30 dni od odbioru.
  • Pobierz formularz zwrotu ze strony obsługi zamówienia. I załącz go do wysyłanych produktów, lub dołącz oświadczenie z numerem zamówienia i decyzją czy chcesz zwrotu pieniędzy czy wymiany produktu (i na jaki).
  • Produkty powinny być zwracane wraz z oryginalnym opakowaniem.
  • Etykiety muszą być - tak jak to tylko możliwe -  nienaruszone i nie mogą być oderwane od przedmiotu.
  • Prosimy o dołączenie karty lub książeczki gwara.

Wymiana produktów

  • Załącz nasz formularz zwrotu lub notatkę w przesyłce zwrotnej, wskazując, który produkt chcesz otrzymać w zamian.
  • Gdy produkt zostanie nam zwrócony, wyślemy wybrany przez Ciebie produkt, tak szybko jak to możliwe.
  • Jeśli produkt zostanie wyprzedany, zwrócimy pełną kwotę, w tym początkowe koszty wysyłki (jeśli zostały zapłacone).
  • Jeśli zwracany produkt jest uszkodzony, mogą obowiązywać dodatkowe opłaty.


Proces i terminy zwrotów

Produkty zwracane przez nasz Bezpłatny Serwis Zwrotów są przetwarzane przez zewnętrzną agencję realizującą transakcje e-commerce mieszczącą się w Weesp, w Holandii. Oznacza to, proces zwrotu paczki w celu uzyskania zwrotu pieniędzy zacznie się 1-2 dni później niż data podana w potwierdzeniu dostawy.
Prosimy o nieprzesyłanie bezpłatnej przesyłki zwrotnej bezpośrednio do naszych biur w Rotterdamie.

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 the 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.

Preclusions from right of withdrawal/returns

Precusion of the right of withdrawal, a consumer purchase involving the delivery of:
- products that have been created by the trader in accordance with the consumer’s specifications, or that are clearly of a personal nature and that cannot be returned due to their nature;
- that rapidly decay or become obsolete;
- products that are unsuitable for return for reasons of health protection or hygiene and of which the seal is broken after delivery;
- products which, after delivery, are irrevocably mixed with other items by their nature;
- audio- and video-recordings and computer software, whereby the consumer has broken the seal.
- newspapers, magazines or magazines, with the exception of an agreement for the regular delivery of such publications (a subscription);
- products or services whose price depends on fluctuations in the financial market on which the entrepreneur has no influence and which can occur within the withdrawal period;
- agreements concluded during a public auction. A public auction is understood to mean a sales method whereby products, digital content and / or services are offered by the trader to the consumer who is personally present or is given the opportunity to be personally present at the auction, under the direction of an auctioneer, and in which the successful bidder is obliged to purchase the products, digital content and / or services;