1. Introduction

We are committed to providing our customers with the highest quality products and services. If you are not entirely satisfied with your purchase, we are here to help. Our Refund and Return Policy outlines the conditions under which you can return items and request refunds. Please read this policy carefully.

2. Eligibility for Returns

• New Watches: Returns for new watches are accepted within 7 days of the purchase date, provided the watch is unused, unworn, and in the same condition as when you received it. The watch must be returned with its original packaging, including the box, warranty card, tags, and any other accessories.
• Pre-Owned Watches: Returns for pre-owned watches are accepted within 7 days of the purchase date, provided the watch is in the same condition as when you received it, with all accompanying documentation and accessories.
• Watch Straps, Stands, and Winders: Returns for accessories, including watch straps, stands, and winders, are accepted within 7 days of purchase, provided they are unused, undamaged, and in their original packaging.
• Non-Returnable Items: Customized items, engraved watches, or products that have been altered in any way are non-returnable.

3. Conditions for Returns

To be eligible for a return, please ensure:

• The item must be in its original condition and packaging.
• All tags, manuals, warranty cards, and other accessories must be included.
• You have the receipt or proof of purchase.

4. How to Initiate a Return

• Step 1: Contact our Customer Service Team at sanadgatarneh@gmail.com within 7 days of receiving your order. Provide your order number and reason for the return.
• Step 2: Our team will guide you through the return process, including how to securely pack and ship the item back to us.
• Step 3: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your return.

5. Refunds

• If your return is approved, we will initiate a refund to your original method of payment.
• Processing Time: Please allow up to 10 business days for the refund to reflect in your account, depending on your payment provider.
• Shipping Costs: Shipping charges are non-refundable. If you received a free shipping promotion, a standard shipping fee may be deducted from your refund amount.

6. Exchanges

• Exchanges are possible within the 7-day return window. If you wish to exchange your item for another model, style, or product, please contact us at sanadgatarneh@gmail.com, and we will assist you.
• Note: Exchanges are subject to product availability. If the product you wish to exchange is not available, we will process a refund as per our policy.

7. Damaged or Defective Items

• If you receive a damaged or defective item, please notify us within 48 hours of receiving the product. We will arrange a return or replacement at no additional cost.
• Our team will guide you through how to return the defective product. We will provide a full refund or exchange once we receive and inspect the returned item.

8. Return Shipping

• Domestic Returns: For returns within the UAE, we offer a free return shipping label. Our team will guide you on how to use this.
• International Returns: Customers outside of the UAE are responsible for their return shipping costs. We recommend using a trackable and insured shipping method to ensure your return reaches us safely.

9. Important Notes

• All returns and exchanges are subject to inspection. Watches and accessories that have been worn, damaged, or altered will not be accepted.
• We reserve the right to reject any return that does not meet our return conditions.
• For further questions or to initiate a return, please contact our Customer Service Team at sanadgatarneh@gmail.com.

10. Contact Us

If you have any questions about our Refund and Return Policy, please feel free to contact us at:

Email: sanadgatarneh@gmail.com
Phone: +971-52-926-0181
Address: 1936 Tamani Arts Offices – Al Asayel St – Business Bay – Dubai – United Arab Emirates

Our commitment is to ensure your satisfaction. We appreciate your understanding and cooperation in adhering to this policy.

Thank you for trusting Time Vault DXB with your luxury watch purchases. We value your privacy and are committed to providing a safe and secure shopping experience.