Refund policy

Returns & Refund Policy

At Tourbillon Timepieces, we want you to feel confident when purchasing a watch from us. If you need to return an item, exercise a statutory right of withdrawal, or report a problem with your order, please contact us and we will assist you.

Nothing in this policy limits any mandatory consumer rights that apply under the laws applicable to your purchase.

Right of Withdrawal

Consumers in Norway, the EU/EEA and other jurisdictions where a statutory right of withdrawal applies may have the right to withdraw from an online purchase within the period provided by applicable consumer law.

For consumers in Norway and the EU/EEA, this period is generally 14 days from the day the goods are received.

You do not need to provide a reason for exercising a statutory right of withdrawal.

To exercise this right, you must notify us clearly within the applicable withdrawal period. You may contact us by email or use our Withdrawal Form, available through our website.

The Withdrawal Form is provided for convenience and is not the only way to exercise the right of withdrawal. A clear statement by email is sufficient where permitted by applicable law.

After notifying us of your withdrawal, the item must be returned within the period required by applicable law.

Please contact us before sending a return so that we can provide the appropriate return instructions.

Customers Outside Norway and the EU/EEA

Consumer rights differ between countries.

If your local law provides a statutory right to cancel or return an online purchase, those rights will apply according to the relevant legislation.

Where no statutory right of withdrawal applies, returns based solely on a change of mind are subject to acceptance by Tourbillon Timepieces unless otherwise agreed before purchase.

This does not affect your rights if an item is defective, damaged, incorrectly supplied or otherwise covered by mandatory consumer protection law.

Condition of Returned Items

Where a statutory right of withdrawal applies, you may inspect and handle the watch only to the extent reasonably necessary to establish its nature, characteristics and function.

A return does not automatically become invalid simply because the packaging has been opened. However, using or handling the watch beyond what is reasonably necessary for inspection may reduce its value.

This may include, but is not limited to:

• Wearing the watch beyond what is reasonably necessary for inspection
• Scratches, marks or other signs of wear on the watch, case, crystal, clasp or bracelet
• Creasing, marking or other signs of use on a leather or other strap
• Unnecessary removal of protective films, protective seals or protective coverings
• Sizing, cutting, altering or otherwise modifying a bracelet or strap
• Engraving or personalising the watch
• Damage to or loss of the original presentation box, certificates, documentation or accessories
• Missing spare links, tools or other items supplied with the watch

If handling or use beyond what is necessary to inspect the product causes a reduction in value, we may, where permitted by applicable law, deduct an amount from the refund corresponding to the actual reduction in value.

For high-value watches, even relatively minor signs of wear or alteration may materially affect the watch's ability to be resold as new and may therefore result in a significant reduction in value.

Returned items should include all original components supplied with the order, including where applicable:

• Watch
• Presentation box
• Warranty card or certificate
• Manuals and documentation
• Accessories
• Spare links
• Any other items supplied as part of the purchase

We therefore strongly recommend that you inspect the watch carefully before wearing it, removing protective films unnecessarily, sizing the bracelet or making any other irreversible alteration.

Return Shipping

When exercising a statutory right of withdrawal, the customer is responsible for the direct cost of returning the item where permitted by applicable law and where the customer has been informed of this responsibility.

Because watches can be high-value items, we strongly recommend using a tracked and adequately insured shipping service.

Please do not return an item to a manufacturer or supplier unless Tourbillon Timepieces has specifically instructed you to do so.

If an item is being returned because it is defective, damaged or incorrectly supplied, different rules may apply and we will provide appropriate return instructions.

Refunds

Where a statutory right of withdrawal applies, refunds will be processed in accordance with applicable consumer law.

This will generally include the purchase price and, where legally required, the cost of our standard delivery method. Additional costs resulting from choosing a more expensive delivery method may not be refundable.

We may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been sent back, where permitted by applicable law.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.

After we have issued a refund, additional processing time may be required by your bank, card issuer or payment provider.

Damaged Shipments

If your order arrives damaged, please contact Tourbillon Timepieces as soon as possible.

Please keep the watch, packaging and shipping materials and, where possible, take photographs showing the condition of both the parcel and the product.

When delivery has been arranged by Tourbillon Timepieces, please contact us rather than assuming that you must resolve the matter directly with the shipping carrier. We will assist with the appropriate next steps and any necessary carrier claim.

Defective or Incorrect Items

If you receive a watch that is defective, incorrect or otherwise does not conform to your order, please contact us as soon as reasonably possible.

Depending on the circumstances and the consumer law applicable to your purchase, available remedies may include repair, replacement, price reduction or refund.

Statutory consumer rights are separate from any manufacturer's or Tourbillon Timepieces commercial warranty and are not reduced by such a warranty.

Special Orders and Made-to-Order Watches

A watch is not automatically excluded from return simply because it was sourced specifically for your order, was not held in our own stock, was shipped directly from a manufacturer, or has a high purchase price.

However, statutory withdrawal rights may not apply to goods manufactured according to the customer's individual specifications or goods that have been clearly personalised.

This may include, for example:

• Individually engraved watches
• Customised watches produced according to the customer's specific requirements
• Products materially altered specifically at the customer's request

Where such an exception applies, we will endeavour to make this clear before the purchase is completed.

Sale and Discounted Items

A discounted or sale price does not by itself remove mandatory statutory consumer rights.

Where a statutory right of withdrawal applies, eligible sale items are therefore treated in accordance with the same applicable consumer legislation.

For customers who do not have a statutory right of withdrawal, voluntary returns of sale items may be subject to separate agreement.

Exchanges

If you would prefer an exchange rather than a refund, please contact us.

Availability can vary considerably between models, limited editions and manufacturers, so an identical replacement cannot always be guaranteed.

Where an exchange is not possible, we will discuss the appropriate alternative with you.

Non-Returnable and Personalised Items

Certain products may be excluded from a statutory right of withdrawal where permitted by applicable law, particularly goods produced according to individual customer specifications or clearly personalised goods.

Any exclusion will be assessed based on the actual nature of the product and applicable law, rather than simply its price or the fact that it was ordered specifically for a customer.

How to Start a Return

Before returning a watch, please contact:

post@tourbillontimepieces.com

Please include your order number and a brief explanation of the reason for the return.

For statutory withdrawal, you may also use the Withdrawal Form available through the footer of our website.

We will provide the appropriate return instructions and confirm where the item should be sent.

Return Address

Do not send a watch without contacting us first, as the appropriate return destination may depend on the product and circumstances of the return.

Unless we instruct you otherwise, our business address is:

Tourbillon Timepieces
E-COM DA
Jonas Lies vei 1
5053 Bergen
Norway

Email: post@tourbillontimepieces.com