Terms of service
Return & Refund Policy
Effective Date: [Insert Date]
At Pablo Raez, every timepiece is crafted with purpose, tradition, and care. We stand behind the quality of every watch we send out and want you to be completely satisfied with your purchase. If for any reason you are not, our return and refund process is straightforward and transparent.
1. Return Window
You have 30 days from the date of delivery to request a return. After this 30-day period, we are unable to offer a refund or exchange.
2. Eligibility for Return
To be eligible for a return, the item must meet all of the following conditions:
- The watch must be unused, unworn, and in the same condition that you received it.
- All original packaging, tags, certificates of authenticity, instruction manuals, and protective films must be intact and included.
- The product must be free of scratches, marks, sizing alterations, or any signs of wear.
- The original proof of purchase (order number or confirmation email) must be provided.
Items that do not meet these conditions will not be eligible for a refund and will be returned to the customer at the customer's expense.
3. Non-Returnable Items
The following items cannot be returned or refunded:
- Items purchased on final sale or marked non-returnable at the time of purchase.
- Gift cards and digital products.
- Items damaged due to misuse, accident, water exposure beyond the rated resistance, unauthorized service, or normal wear and tear.
- Items returned more than 30 days after delivery.
4. How to Initiate a Return
To start a return, please follow these steps:
- Send an email to within 30 days of receiving your order.
- Include the following information in your message:
- Full name on the order
- Order number
- Reason for return
- Clear photos of the item and its packaging (if applicable)
- Our customer care team will respond within 24 hours with the return authorization and shipping instructions.
Important: Do not ship the item back before receiving a return authorization. Any package sent without prior approval may be refused or delayed.
5. Return Shipping Costs
The customer is responsible for all return shipping costs, including any applicable customs duties, taxes, or insurance fees. We strongly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Original shipping costs paid at the time of purchase are non-refundable.
6. Refund Processing
Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund.
- Approval: If approved, your refund will be processed to your original method of payment within 5 to 10 business days. Please note that depending on your bank or card issuer, it may take an additional billing cycle for the credit to appear on your statement.
- Rejection: If the returned item does not meet the eligibility criteria, we will contact you with options. The item may be sent back to you at your cost, or held for further inspection if appropriate.
7. Partial Refunds
In certain situations, only partial refunds may be granted (where applicable):
- Items not in their original condition, damaged, or missing parts for reasons not due to our error.
- Items returned after the 30-day return window has closed (case-by-case, at our sole discretion).
8. Damaged or Defective Items
If you receive an item that is damaged in transit or defective upon arrival, please contact us at within 7 days of delivery. Include:
- Your order number
- Clear photos of the damage or defect
- Photos of the original packaging
We will review your claim and offer a replacement, repair, or full refund at no additional cost to you, including return shipping. This is in addition to your statutory rights.
9. Exchanges
We currently process exchanges as a return + new order. If you would like a different model, color, or size:
- Initiate a return following the steps above.
- Place a new order for the desired item at your convenience.
This ensures the fastest delivery of your new piece and the most accurate inventory management.
10. Order Cancellation
You may request to cancel an order within 12 hours of purchase, provided the order has not yet entered the fulfillment process. After this window, the order will already be in preparation with our third-party fulfillment partners and cannot be canceled. In that case, the standard return policy will apply once you receive the item.
11. Warranty Claims
All Pablo Raez timepieces are covered by a 1-year limited warranty against manufacturing defects. Warranty claims are separate from this Return & Refund Policy. Please refer to our Warranty Policy for full details.
12. Contact Us
For any questions about our Return & Refund Policy, please reach out to our customer care team:
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🕐 Response time: Within 24 hours, Monday through Friday
We are committed to making your experience with Pablo Raez timeless — every step of the way.
Pablo Raez reserves the right to update or modify this policy at any time. Any changes will be posted on this page with an updated effective date. Continued use of our services after such changes constitutes acceptance of the revised policy.