REFUND AND RETURNS POLICY

Effective Date: December 19, 2024

At IWC Grand, we are committed to providing you with the highest quality luxury watches and exceptional customer service. If for any reason you are not satisfied with your purchase, our Refund and Returns Policy outlines the steps and conditions for returns, exchanges, and refunds. Please review the following policy carefully before initiating a return.

1. Returns Eligibility

We accept returns for products that meet the following conditions:

  • The product is unused, unworn, and in its original condition.
  • The product is returned within 30 days from the date of delivery.
  • The product must be returned with all original packaging, tags, and accessories (if applicable).

Please note: We do not accept returns for items that have been worn, altered, damaged, or used. Additionally, personalized or custom-engraved items are not eligible for return.

2. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact Us: Email our customer service team at contact@iwcgrand.com within 30 days of receiving your order. Include your order number, the item(s) you wish to return, and the reason for the return.

  2. Return Approval: Once we receive your return request, we will review it and send you a Return Authorization (RA) number along with instructions on how to return your item.

  3. Return Shipping: You are responsible for the cost of return shipping, unless the item is defective or we made an error with your order. We recommend using a trackable shipping service to ensure your return reaches us safely.

  4. Packaging: Please ensure the returned item is securely packed to avoid damage during transit. The item must be returned in its original condition and packaging.

  5. Shipping Address: Send your return to the address provided by our customer service team after you receive your RA number.

3. Inspection and Processing

Once we receive your returned item, we will inspect it to ensure it meets the conditions for return. This process usually takes 5-7 business days.

  • If your return is approved: We will process your refund to the original payment method. Please note that it may take additional time for the refund to appear on your statement, depending on your payment provider.

  • If your return is rejected: If the returned item does not meet the return conditions, we will notify you by email and return the item to you at your expense.

4. Refunds

We will issue a refund for the cost of the returned item, excluding any shipping fees, to the original payment method used for the purchase. The refund will be processed once the returned item has been inspected and approved. Refunds may take 5-10 business days to appear in your account, depending on your payment method.

Please Note: The original shipping costs are non-refundable unless the return is due to a mistake on our part (e.g., defective products, incorrect items shipped).

5. Exchanges

Currently, we do not offer direct exchanges. If you wish to exchange an item for a different size, style, or model, please follow these steps:

  1. Return the Original Item: Initiate a return following the steps above.

  2. Place a New Order: After we process your return, you can place a new order for the desired item.

This ensures that the exchange process is efficient, and you receive the item you want as quickly as possible.

6. Defective or Damaged Items

If you receive a product that is defective or damaged, we will provide a full refund or exchange at no cost to you. To initiate a return for a defective or damaged item, please contact us within 7 days of receiving the product.

In your return request, please include:

  • Photos of the defect or damage.
  • A description of the issue.

Once your return is approved, we will provide instructions for returning the item and cover the return shipping costs.

7. Non-Returnable Items

The following items are non-returnable:

  • Personalized or Custom-Engraved Products: Watches or accessories that have been personalized or customized with engraving.
  • Gift Cards: Once a gift card is purchased, it cannot be returned or refunded.
  • Sale or Clearance Items: Items marked as “final sale” or “clearance” are not eligible for return or exchange.

8. Return Shipping Costs

Customers are responsible for the cost of return shipping unless the return is due to a defective or incorrect item. The cost of return shipping is non-refundable. We recommend using a shipping service that provides tracking and insurance for your return.

9. International Returns

For international orders, the return process is the same as for domestic orders, but you will be responsible for all return shipping costs, duties, taxes, and fees associated with the return. Please note that we are not responsible for any customs delays or issues.

10. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible at contact@iwcgrand.com. If your order has not yet been processed or shipped, we will cancel it and issue a full refund. Once your order has been shipped, it cannot be canceled, and you will need to follow our return process after receiving the item.

11. Policy Changes

We reserve the right to update or modify our Refund and Returns Policy at any time. Any changes will be reflected on this page with the updated effective date. By continuing to shop with us, you agree to be bound by the updated policy.

12. Contact Us

If you have any questions or need assistance with a return or refund, please don’t hesitate to contact us:

  • Email: contact@iwcgrand.com
  • Phone: (970) 984-7116
  • Mailing Address: 110 Whitetail Dr, New Castle, Colorado (CO), USA