Refund policy

RETURNS

We offer a 14 Day returns policy. 

The 14 days begin from the date of delivery. And the return is contingent on the watch being unworn, undamaged, in its original packaging and in the same condition as it has been delivered.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused. 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Any returns are contingent on a prior approval for return. Returns sent back without prior approval will be rejected. 

Please reach out to us at info@tortoisewatches.com to receive the return approval number and correct return shipping address. 

Return shipping costs to be paid by the buyer. All parcels to us must be sent fully tracked and insured at the cost of the buyer. 

For International Orders if you paid customs and taxes on receipt of the shipment we are not able to return those to you. The buyer is responsible to seek return customs and taxes from the courier and should discuss with them prior to returning the shipment to ensure they are satisfied with the process and expected outcome. 

Upon receiving the return we shall pass it to our watchmaker to inspect the items and if they are in the same condition as we sent them then we can proceed with the return of funds. 

Items sent back that have been damaged by the buyer will result in a reduced refund. The amount will be reduced by our costs of parts that needs replacing and our watchmakers labour costs. 

Missing boxes and paperwork can impact the value of the item by up to 25%. Any missing items will be deducted from the refund. 

Please note this is dependant on the original payment method and in some instances can take up to 10 working days to arrive back to the buyer. 

We will refund the buyer minus our outbound shipping costs and also minus any customs or taxes we have to pay on return of the items.