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Returns, Refunds & Warranty Policy

At WatchGrove, every timepiece is carefully inspected and packaged with the utmost attention to detail. We encourage you to review all product information carefully before completing your purchase.

Change of Mind

We do not offer returns or refunds for change of mind, incorrect selection, or personal preference.

Discretionary Returns

In rare and exceptional circumstances, a return may be approved at our sole discretion where a return is not required under New Zealand law.

Any approved discretionary return must:

  • Be unworn, unused, and in original condition
  • Include all original packaging, accessories, manuals, warranty cards, and protective materials
  • Include proof of purchase

A restocking fee of up to 25% may be deducted from any refund issued for discretionary returns to cover inspection, handling, and reconditioning costs.

Returns must be requested and approved before any item is sent back. Items returned without prior authorisation will not be accepted.

Return Shipping Requirements

All approved returns must be shipped using a trackable and insured shipping service.

The customer is responsible for:

  • All return shipping costs
  • Insurance coverage for the full value of the item

WatchGrove is not responsible for return shipments that are lost, delayed, or damaged in transit. Responsibility for the item remains with the customer until it is received and signed for by WatchGrove.

Our Commitment Under New Zealand Law

Under the Consumer Guarantees Act 1993, you are entitled to a remedy if a product is faulty, unsafe, not as described, or not fit for its intended purpose.

This does not apply to:

  • Normal wear and tear
  • Accidental damage
  • Damage caused by misuse, impact, water exposure beyond rated resistance, improper handling, or unauthorised repairs
  • Issues related to sizing, appearance, or personal preference
  • We only accept returns for faulty or damaged goods

Where a genuine fault exists, WatchGrove will assess the item and provide a remedy in accordance with the Act. Remedies may include repair, replacement, or refund, depending on the nature of the fault.

Damaged or Incorrect Items

Please inspect your order immediately upon delivery.

If your item arrives damaged, faulty, or incorrect, you must contact us within 7 days of receipt, including clear photographs and your order details. Failure to notify us within this timeframe may result in the claim being declined.

Items Not Eligible for Return

Unless required by New Zealand law, we do not accept returns or refunds for:

  • Sale or promotional items
  • Gift cards
  • Custom, special-order, or personalised items
  • Personal care items
  • Items showing signs of wear, use, resizing, adjustment, or damage after delivery

Exchanges

We do not offer direct exchanges.

If a return is approved, a replacement item may be purchased separately.

Refunds (If Approved)

Once an approved return is received and inspected, we will notify you of the outcome.

Refunds will only be processed after the item has been received and verified to meet all return eligibility requirements.

Approved refunds are issued to the original payment method within 10 business days. Processing times may vary depending on your bank or card provider.

If more than 15 business days have passed since approval, please contact us.

Warranty Coverage

All watches sold by WatchGrove are covered by a warranty in accordance with the Consumer Guarantees Act 1993 (New Zealand).

The warranty covers manufacturing defects in materials or workmanship under normal use for a reasonable period, as determined by the nature and price of the product.

Warranty Exclusions

The warranty does not cover:

  • Straps, bands, bracelets, clasps, batteries, or consumable components
  • Glass, crystals, bezels, crowns, or cosmetic elements
  • Normal wear and tear, ageing, or patina
  • Damage caused by water exposure beyond the watch’s rated resistance
  • Damage caused by impact, accidents, misuse, neglect, or improper storage
  • Damage caused by unauthorised servicing, repairs, or modifications
  • Damage resulting from failure to follow care instructions

Warranty claims are assessed individually. Proof of purchase is required.

Contact Us

For all return, refund, or warranty enquiries, please contact us