Widerrufsrecht

Refund & Returns Policy

You can exchange or return items within 30 days of the delivery date. We’re happy to help you.

How to Start a Return

  1. email our team: info@zentornowatch.com to request a replacement or return label.

Replacement Request – What to Include

Please attach:

  • A detailed description of the reason for the replacement.

  • High-quality photos confirming the issue (defect, damage, wrong item, etc.).

Sale items & gift cards: Items or gift cards purchased during a Sale are not eligible for a cash refund. They can be exchanged for another item from the collection or redeemed for store credit.

EU 14-Day Cooling-Off Period

If your order ships into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. The item must be in the same condition you received it—unworn/unused, with tags, and in the original packaging. A receipt or proof of purchase is required.

Damages & Issues

Please inspect your order upon reception and contact us immediately at info@zentornowatch.com if the item is defective, damaged, or if you received the wrong item so we can evaluate the issue and make it right.

Return Conditions

  • Items must be returned unopened/unused, in resalable condition, with all tags attached and in original packaging.

  • Shipping costs are non-refundable.

Two-Step Quality Check

  1. Pre-check (photos): You send clear photos; we make a preliminary assessment.

  2. Final inspection (warehouse): After the product arrives at our warehouse, we conduct a detailed inspection and make a final decision on accepting the return and issuing a refund.

If your application is approved, we’ll send you a prepaid return label (where applicable) or return instructions.

Warning: If, based on the initial photos, the product is clearly not in resalable condition, the return may be declined and funds will not be returned.

Return Cost

Returns are at your own cost, which may vary by courier and the country you are returning from (unless we sent a wrong/defective item).

Refund Process & Timing

  • Once the returned item is received and inspected, we will email you the approval or rejection of your refund.

  • If approved, refunds are issued to the original payment method within up to 14 days after approval.

  • Please note your bank or card issuer may need additional time (typically up to 3 business days) to post the credit.

Shipping Costs

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping (if we provided a label) may be deducted from your refund.

Exchanges

If you request an exchange during your return registration, we’ll process it immediately (subject to stock).

  • If the requested product is out of stock, contact us for options. We can advise restock timing, offer an alternative, or store credit.

Order Number

Your order number is in the confirmation email you received after purchase. If you can’t find it, our support team will help.

Late or Missing Refunds

If you haven’t received your refund after our confirmation:

  1. Check your bank account again.

  2. Contact your card provider (posting can take a few days).

  3. Contact your bank.
    If you still need help, email info@zentornowatch.com.

Payment Processing & Gateway Fees

All payment processing/gateway fees charged by payment providers are non-refundable, even if an order is returned or cancelled.

Contact:
Zentorno Watch
Email: info@zentornowatch.com