EXCHANGE AND CANCELLATION POLICY (DIRECT ONLINE PURCHASES)
** Orders will be fulfilled as per availability.
** No return, exchange or refund options will be available on the purchase of accessories.
** No refund option will be available due to any price change at any time.
The Watch Factory reserves the right to cancel orders without prior intimation.
- To initiate cancellation of a product purchased directly from [email protected], the customer must contact our helpline: +91-98215-43088, from Monday to Saturday, 10:00am to 6:30pm, IST, or reply on the order confirmation email received from [email protected] at the time of purchasing the product.
- An order can only be cancelled or exchanged before it is shipped (not applicable on end-of-season sales) by www.ethoswatches.com. In this case, upon receiving a cancellation request, [email protected] will refund the entire amount of the purchase within 7 business days*.
- The amount will be refunded to the same account from which the payment was originally received. In the case of an exchange, any extra difference to be paid will be borne by the customer. The exchange policy does not apply to accessories bought on [email protected]
- If a cancellation request is initiated after the product has been shipped by [email protected] then the customer will have to follow the process as mentioned under the exchange and refund policy, where all the terms and conditions specified therein will be applicable.
This exchange and refund policy is applicable only for purchases made directly from [email protected]. The policy does not apply to accessories bought on ethoswatches.com. Any exchange or refund has to be initiated and processed as per the policy given below and cannot be made at any of the other The Watch Factory points of sale including Watch Factory, Watch Factory Summit or other affiliated stores/franchises.
- An exchange or refund for a product purchased on www.ethoswatches.com must be initiated by the customer within 7 days* of receiving the product. For example, if a customer has received the product on 5th March, at any given time of the day, then the exchange/refund request must be initiated before midnight of 12th March to be accepted by [email protected]
- To initiate an exchange or refund, please contact customer care on +91-98215-43088, Monday to Saturday, 10:00am to 6:30pm, IST, or mail us at [email protected] . Once customer care has been informed of the intended exchange or refund, the product must be couriered back in the original packaging as was received by the customer, to The Watch Factory Ltd., 451, Wall street, UK. London.
- After the customer care team confirms the pick-up towards the return, a date will be decided with the customer’s consent, to schedule the pick-up. The courier team will make two pick-up attempts only. On failing to handover the package within these two attempts, the customer will have to personally get the return package delivered to our courier partner’s office.
- A pick-up can only be arranged within city limits. Customers residing outside city limits will have to personally get the return package delivered to our courier partner’s office.
- The customer must ensure that the return package is placed inside tamper-proof packaging and addressed correctly. The tamper-proof packaging will be made available by our courier partner.
- As specified above, all returns must be shipped via the courier service provided by www.ethoswatches.com through the designated courier partner. In this case, the freight charges will be borne by [email protected]
- In the circumstance wherein a customer does not inform www.ethoswatches.com about the intended exchange or refund and/or ships the return via a different courier company, the liability for any loss or damage to the product lies with the customer. In such a case, no refund will be processed for the product by [email protected]
- The returned product must be in its original condition*. It must be accompanied by proof of purchase and the original warranty card, along with the original packaging of the product including manuals, hang tags, etc. In the absence of any one of these elements, the return will not be honored by [email protected]
*Original condition means that the watch must be in its authentic form as was received by the customer from [email protected] , without any scratches, marks or dents on the product. The security tags should be in place as they were at the time of delivery of the product. If the watch has been resized, that is, if the bracelet or strap of the watch has been adjusted or altered in any manner to fit the customer’s wrist, then www.ethoswatches.com will not be liable to honor any exchange or refund for the product.
- Once the product is returned to www.ethoswatches.com, our designated service centre will inspect the watch for any ‘change of movement’ with regard to the internal watch parts. This is to check whether the watch casing has been removed and/or the internal parts have been tampered with. This process usually takes up to 2 business days. The exchange or refund for the product will be initiated by www.ethoswatches.com upon receiving a confirmation from the service centre regarding the quality of the watch received.
- Any amount to be refunded will take a minimum of 7 to 10 business days* from the date that the returned product is inspected and passed by the quality control team at the service centre. The amount will be refunded to the same account from which the payment was originally received by [email protected]
- All ‘cash on delivery’ refunds will be processed through RTGS/NEFT by requesting customer to share their bank details in the format shared by Watch Factory. All prepaid order amount will be refunded to the same account from which the payment was originally received. In the case of an exchange, any extra difference to be paid will be borne by the customer. The exchange policy does not apply to accessories and smart watches bought on [email protected]
- Any returned product that does not adhere to the quality guidelines administered by the [email protected] service centre will not be eligible for an exchange or refund and will be sent back to the customer in the same condition as it was received by www.ethoswatches.com, on a ‘to pay’ basis.
- Products purchased during sales and/or special promotions are not eligible for exchange or refund, unless explicitly specified by [email protected]during the period of the respective offer/s.
- Club Echo loyalty points used by a customer to purchase any product that is later exchanged or returned, will not be refunded to the customer’s Club Echo account or via any other medium.
- In the case of any dispute, www.ethoswatches.com will only be liable to refund the entire payment received from the customer for the specific purchase, upon receiving the returned product in the original condition*, and not be liable for compensation in any other form.
- For any queries related to exchange or refund of a product purchased on www.ethoswatches.com, please contact our helpline: +91-98215-43088, Monday to Saturday, 10:30am to 6:30pm, IST, or email us at [email protected]
- Request for an exchange or return of the Samsung Gear S2 Smart watch, Hybrid Smart Watch and Wearable or any other electronic smart watch will only be considered by www.ethoswatches.com if the original packaging of the product has not been opened and the original seal is intact. In the case of a manufacturing defect, only an exchange will be applicable.
[email protected] reserves the right to modify and/or change the terms of this policy without any prior notice.