Terms & Shipping Policy

In addition to mandatory legal rights, we accept eligible return requests made within 7 calendar days after confirmed delivery. You must contact us before sending anything back and obtain return instructions or a return authorisation.

The Product must be unused, unworn, unaltered and in resalable condition, with all protective films, tags, links, straps, warranty materials, certificates, accessories, gifts and original packaging. Trying a watch on carefully indoors is permitted, but scratches, sizing, wear, scent, damage, missing parts or removed protective materials may make a return ineligible or reduce the refund where permitted by law.

Unless defective or mandatory law provides otherwise, engraved, personalised, specially ordered, adjusted, resized or customised Products; gift cards; and Products marked final sale are not eligible for voluntary return.

Email info@demarqueewatch.com with the order number, reason, photographs and requested outcome. Do not send a Product before receiving instructions. Returns sent without authorisation, to the wrong address or with unpaid charges may be delayed or refused where lawful.

For a voluntary change-of-mind return, the customer bears insured and trackable return shipping, customs and related costs. For a confirmed manufacturing defect or incorrect item, remedies and shipping responsibility will be handled under the Warranty Policy and mandatory law.

All returns are inspected and may be photographed or recorded on arrival. We may ask for additional information where condition, serial number, contents or authenticity differs from the dispatched Product.

Approved refunds are made to the original payment method unless otherwise required or agreed. Original outbound shipping, expedited shipping, import charges, bank conversion costs and third-party fees are non-refundable except where required by law or where the return results from our error. Processing may take up to 10 business days after approval, plus your payment provider’s processing time.

Exchanges depend on availability. We may process an exchange as a return and new order. Price differences and additional shipping or customs charges may apply.

Contact us promptly with photographs and a clear description. Do not wear, adjust, open or repair the Product. We may arrange inspection and will provide the repair, replacement, refund or other remedy required by applicable law after confirming the issue.

Please contact us before initiating a payment dispute so we can attempt a prompt resolution. Fraudulent or abusive chargebacks may be contested with order, delivery and communication records.

This Policy does not reduce any non-excludable rights or remedies under applicable consumer law.