Returns & Refund Policy

Last updated: 12/19/2024

At Festina Swiss, we strive to deliver exceptional quality and service. However, if you are not completely satisfied with your purchase, we are here to help.

We offer 30 days return window from the date of purchase. Please note we do not accept returns for items purchased in-store or from third party retailers.

Please read our return policy carefully to understand how to return or exchange your items.

Eligibility for Returns

Timeframe: Returns must be initiated within 30 days of date of purchase.
Condition: Items must be:

In original, unworn, and unused condition.
Free from scratches, wear, or damage.
Returned with intact protective stickers, security bands, and labels.

Packaging and Accessories: Returns must include:

Original packaging (watch box, protective case, etc.).
Manuals, warranty cards, and any promotional gifts.
All included accessories, such as straps or additional links.

Note: Any items showing signs of wear, missing components, or altered packaging may incur fees or result in rejection of the return.

Steps to Initiate a Return

Obtain an RMA Number:

Visit our Returns Portal to request a Return Merchandise Authorization (RMA) number.
Ensure the RMA number is clearly written on the outside of the shipping carton (not the product box).

Prepare Your Return Package:

Place the item(s) in the original packaging.
Include a copy of your invoice and a note stating the reason for the return (if defective, describe the issue).
Do not place stickers or shipping labels directly on the product packaging.

Ship Your Return:
1. For U.S. customers, prepaid labels are available via our Returns Portal.
2. For international customers outside of the U.S., return shipping costs and customs fees are the customer’s responsibility.

Use the shipping label provided from the RMA Portal to be able to track the shipment.

Important: Returns shipped without an RMA number or beyond the 30-day window will not be processed and will be rejected and sent back to sender.

Inspection and Refund Process

Once we receive your return, it will be inspected for compliance with our return policy.
If your return meets all conditions:

A refund will be issued to the original payment method within 15 business days.
Refunds will exclude original shipping fees and any customs/duties paid.

Fees for Non-Compliant Returns:

Missing items (e.g., manuals, boxes, straps): A fee will be charged based on the replacement value.

Missing Gift with Purchase: Value of gift will be deducted from refund
Missing Box: $25
Missing User Manual: $20

Returns failing quality inspection (e.g., scratches, signs of wear): The item will be returned to you without a refund.

Defective or Incorrect Items

If you receive a defective or incorrect item, contact our Customer Service team within 48 hours of receipt. We will provide instructions for returning or replacing the item at no additional cost.

Note: Defective returns outside the 30-day window require management approval.

International Customers (For customers outside the United States)

All return shipping fees and customs/duties are the customers responsibility.
Please use a trackable shipping service, and add signature confirmation where possible.
Rejected deliveries may incur restocking fees equal to the customs fees charged.

Cancellations

We cannot guarantee cancellations before your order is dispatched. Please double-check your order before completing your purchase.

Cancellations

We cannot guarantee cancellations before your order is dispatched. Please double-check your order before completing your purchase.

Holiday Shipping Deadline

Due to the high volume of orders during the holiday season, shipment delays may occur. To increase the likelihood of delivery by December 25, please place your order no later than December 19. While we strive to meet this timeline, we cannot guarantee delivery by December 25.

Black Friday/Cyber Monday Event

During the Black Friday and Cyber Monday promotions:

If you return a watch but keep the free strap, the value of the strap will be deducted from your refund.
If you return only the free strap, no refund will be issued.

This offer is limited to one free strap per order, while supplies last, and does not apply if two straps of the same style number are included in your cart.

Contact Us

For assistance, please contact our Customer Service team:

Visit: Contact Us Page

This comprehensive policy aims to provide transparency and a smooth return experience for Festina Swiss customers.