Refund policy

Refund Policy

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Returns

We are happy to accept returns if you are not satisfied with your purchase for any reason. To allow us to continue and provide exceptional service and very competitive prices, we must enforce the following conditions for any return.

If you received your watch and it was damaged by the carrier, it is your responsibility to file an immediate claim with that carrier. TourbillonTimepieces.com can not be responsible for shipping damage as legally, ownership of the watch is transferred to you upon shipping.

If the watch is defective, you must immediately call or send us an email to report the issue. During our conversation, we will either offer you an exchange or the opportunity to return the watch for a full refund assuming the following conditions are met:

You have 14 days from the date the watch was delivered to you to return the watch.
In order to return the watch you must email: contact@tourbillontimepieces.com) to request a RMA (Return Merchandise Authorization). The RMA will be sent to you via email and will be valid for 7 business days.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, including all packing material, blank warranty cards, manuals, and accessories. In other words, we must be able to resell it as-new without any damage, scratches to either the watch or our professional packaging. If a watch is received damaged, we will report the issue to you, enclose proof of the damage and return the watch to you. We are sorry but no credit can be issued for watches which are returned in unsellable condition.

ANY SIGNS OF WEAR OR REMOVAL OF PARTS WILL RESULT IN REFUSAL OF YOUR RETURN.

Special Orders
Select items sold on TourbillonTimepices.com may be considered a "Special Order" and subject to a limited return policy. A "Special Order" may be:

Items that we do not have in the warehouse
Items that we do not have listed on our website that are special ordered from our distributor
All orders that have a sale price equal to or greater than $5,000.

The return of these items/orders will have a restocking fee of 8% or final sale policies unless otherwise agreed by the TourbillonTimepieces.com staff via mail, fax, or e-mail.

Non-returnable items:
Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@tourbillontimepieces.com

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@tourbillontimepieces.com and send your item to: Jonas Lies vei 1, 5053 Bergen, Norway.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: Jonas Lies vei 1, 5053 Bergen, Norway

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Questions & Answers

Find answers to common questions regarding shipping, warranty, authenticity, and ownership. If you require further assistance, we are always happy to help.

Do you ship internationally?

Yes. We offer worldwide shipping through trusted international carriers. Shipping is included on most orders, and all shipments are fully insured and trackable from dispatch to delivery.

How long will it take to get my orders?

Delivery times vary depending on the model and availability. In-stock watches are typically dispatched within a few business days, while special-order or limited-edition pieces may require additional lead time. Please contact us for the most accurate delivery estimate.

Are customs duties and taxes included?

International customers may be responsible for import duties, taxes, and customs fees depending on their country's regulations. These charges are determined by local authorities and are not controlled by Tourbillon Timepieces.

Do watches with alligator straps require special import permits?

Some watches fitted with genuine alligator straps are subject to CITES (Convention on International Trade in Endangered Species) regulations. Depending on the destination country, additional import permits or documentation may be required before the watch can be imported.

Failure to comply with local CITES requirements may result in customs delays, additional charges, or the shipment being held by customs authorities. It is the customer's responsibility to verify and comply with all local import regulations.

Many of our watches can be supplied with an alternative non-alligator strap, which often simplifies the import process significantly. If you would prefer an alternative strap, please contact us before placing your order so that we can confirm availability and discuss suitable options.

What warranty is included?

All watches are covered by the manufacturer's warranty. Warranty periods vary by brand and model, and full details are included with each timepiece.

Are your watches authentic?

Absolutely. Tourbillon Timepieces is an authorized retailer for the brands we represent. Every watch is supplied directly from the manufacturer or authorized distribution channels and is delivered with all original documentation and warranty coverage.

Can you help me choose the right watch?

Of course. Whether you are purchasing your first luxury watch or expanding an existing collection, we are happy to provide personal guidance and recommendations based on your preferences and budget.

What is a tourbillon?

A tourbillon is one of the most celebrated complications in watchmaking. Originally developed to improve timekeeping accuracy, it has become a symbol of exceptional mechanical craftsmanship and haute horology.

Can I request additional photos or videos?

Yes. We are happy to provide additional photographs, videos, or information upon request. Simply contact us through the enquiry form on the product page.

Our customer support is available Monday to Friday: 8am-8:30pm.Average answer time: 24h

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