Return Policy
RETURNS & REFUNDS
At Watches of Australia, we are dedicated to delivering the highest quality and value to our customers. Your satisfaction with your purchase is our priority, and we are committed to finding the right solution for you should you encounter any issues. Please read our Returns & Refunds policy to understand how we can assist you. All prices are in Australian dollars (AUD) and include GST.
Your rights under Australian Consumer Law: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply to faulty items regardless of the 30-day window, the restocking fee or the warranty exclusions below.
Return Window: You have up to 30 days from the date of delivery to request a change-of-mind return. The 30-day window applies to change-of-mind returns only. It does not limit your rights for faulty, defective or damaged items.
Return Policy: We accept returns for the following reasons:
* Faulty, Defective or Damaged Products: If the product you received is faulty, defective or damaged, please follow the Return Steps below. No restocking fee applies, and we cover the return shipping cost for faulty items.
* Change of Mind (Customer Remorse): If you change your mind about the product, please email us within 30 days of delivery. We will provide instructions on how to return the product to us. A restocking fee of AUD $60 will be deducted from your refund for change-of-mind returns only. The customer is responsible for return shipping costs, including international shipping to New Zealand.
* Item Condition: Change-of-mind returns can only be accepted if the item is unused and in its original condition and packaging.
Where returns are sent: Returns are shipped to our warehouse in Auckland, New Zealand. Our customer support team will email you the exact return address with your return authorisation. Please do not send items to our registered office address.
Return Steps: To initiate a return or refund, please follow these steps:
1. Contact Customer Support: Start the process by reaching out to our dedicated customer support team at info@watchesofaustralia.com.au. Provide the following details:
* Your order number
* Product(s) you wish to return
* Reason for the return or refund request (for faulty items, please include photos)
2. Receive Authorisation: Our customer support team will review your request and provide an authorisation code and the return address once your return is approved. Please wait for this authorisation before proceeding with the return.
3. Include Authorisation Information: When sending the product(s) back to us, be sure to include the authorisation code or confirmation provided by our customer support team. This ensures a smoother processing of your return.
4. Return the Product: Carefully package the product(s) to be returned, making sure they are securely packed. Use a trackable shipping method to send the package to the address we provide.
Return Fees:
* Faulty, defective or damaged products: no fees apply.
* Change-of-mind returns: a restocking fee of AUD $60 will be deducted from your refund, and you pay return shipping.
Refund or Replacement: Once we receive your authorised return and confirm that it meets our policy criteria, we will promptly process your refund or send a replacement, depending on your preference and the reason for the return, and as required by the Australian Consumer Law.
Please Note: Unauthorised returns or returns that do not follow this authorisation process may not be accepted or processed. We strongly encourage you to contact our customer support team for any assistance or inquiries related to the authorisation process.
Refund Process: Upon receipt of the product, we will refund your original method of payment. For faulty, defective or damaged items, this is the full amount paid. For change-of-mind returns, the refund is the amount paid less the AUD $60 restocking fee, and the original shipping charge is not refundable. A refund receipt will be emailed to the address used for your original purchase.
Refund Timeframe: Expect your refund to be processed within [1-2 / 10] business days of receiving the returned package.
Late or Missing Refunds: If you haven't received your refund, please follow these steps:
* Check your bank account
* Contact your credit card company
* Contact your bank
* If the issue persists, reach out to us for further assistance.
Exchanges: We understand that exchanges may be necessary.
* Faulty items: All faulty or defective items (not only watch mechanism defects) are exchanged free of charge, with no restocking fee. Contact us at info@watchesofaustralia.com.au for assistance.
* Change-of-mind exchanges: A restocking fee of AUD $60 applies to change-of-mind exchanges only. Ensure that the exchanged item is unused, in its original condition, and returned in its original packaging. The replacement item must be of equal or greater value. You pay return shipping.
Warranty: Our manufacturer warranty does NOT cover bands, straps, bracelets, batteries, glass, exposed crystals, and other embellishments. Damage resulting from accidents, poor care, or normal wear and tear is also not covered. These warranty exclusions do not limit your rights under the Australian Consumer Law for faulty goods.
Need Help? If you have further questions or concerns, please don't hesitate to contact our customer support team:
* Email: info@watchesofaustralia.com.au
* Message us on our Contact Us page.
* Phone / WhatsApp: +61 426 202 976
Nox Bridge Limited (NZBN 9429041750728), 9E/63 33 Mount Street, Auckland Central, Auckland 1010, New Zealand
