Returns, refunds and cancellations
This returns, refunds and cancellations policy explains how to cancel an order, how to send a watch back, when your money is returned, and how warranty claims are handled.
The short version
| Situation | What you get | Who pays return shipping |
|---|---|---|
| Order cancelled before dispatch | Full refund | Not applicable |
| Order cancelled after dispatch | Refund less delivery cost and a 10% administration fee | You |
| Changed your mind, within 14 days of delivery | Full refund or exchange | You |
| Statutory cooling-off, within 7 days of delivery | Full refund of the purchase price | You |
| Wrong item sent | Correct item sent, or full refund | Us |
| Item arrived damaged or faulty | Replacement, repair or full refund, your choice | Us |
| Item unavailable after you paid | Full refund within 30 days | Not applicable |
| Warranty fault after 6 months | Repair or replacement | You send, we return |
The detail behind each row is set out below. This policy works together with our Terms and Conditions and our Shipping and Delivery Policy.
Cancelling an order
Email theprestigewatchcompany@gmail.com with your order number and the word “cancel” in the subject line. Cancellation is only effective once we confirm it in writing.
- Before dispatch. No charge. We refund the full amount you paid, including delivery.
- After dispatch. We refund the purchase price less the delivery cost we have already paid the courier, and less a 10% administration fee to cover payment processing and restocking. You are responsible for returning the watch to us unopened and unworn.
- Items sourced on order. These can be cancelled free of charge until we place the order with our supplier, which is usually within two business days. After that the cancellation is treated as an after-dispatch cancellation.
We may cancel an order ourselves if the item is unavailable, if payment does not clear, or if we cannot verify the delivery or billing details. Where we cancel, you get a full refund and no fee applies.
Your 7-day cooling-off right
Section 44 of the Electronic Communications and Transactions Act 25 of 2002 gives you the right to cancel an online purchase within seven days of receiving the goods, without giving a reason and without penalty. You return the goods at your own cost and in their original condition. We refund the full purchase price within 30 days of the cancellation. No administration fee applies to a cooling-off cancellation.
Returning a watch within 14 days
If the watch is not what you hoped for, send it back within 14 days of delivery for a refund or an exchange. This window is longer than the law requires and it is our own commitment to you.
To qualify, the watch must be:
- Unworn, with all protective stickers and tags still attached
- Free of scratches, sizing marks and strap creases
- In its original box with the manual, warranty card, links and any extra strap included
Watches that have been worn, resized, engraved or damaged do not qualify. If a returned watch arrives in a condition we cannot resell, we will contact you with photographs and either send it back to you or offer a reduced refund. You choose.
How to start a return
- Email theprestigewatchcompany@gmail.com within 14 days of delivery. Include your order number and the reason for the return.
- We reply within one business day with a return authorisation number and the return address.
- Pack the watch in its original box, inside a padded outer box. Write the return authorisation number on the outside.
- Send it by a tracked, insured courier service. Keep the tracking number. Returns sent by ordinary post travel at your risk.
- We inspect the watch within two business days of receiving it and confirm the outcome by email.
Return shipping is at your cost when you are returning because you changed your mind or because you used the cooling-off right. We pay the return shipping when the item is faulty, damaged in transit, or not what you ordered. In those cases we arrange a courier collection from your address.
Refund timeframes and method
Approved refunds are processed within two business days of our inspection and paid back to the original payment method. Card refunds usually reflect within 5 to 10 business days, depending on your bank. EFT refunds reflect within 2 to 3 business days.
Where the law sets an outer limit, we refund within 30 days at the latest. We do not issue cash refunds and we do not refund to a third-party account.
Delivery charges you paid are refunded when the return is our fault. They are not refunded when you changed your mind, because the delivery service was already provided.
Faulty, damaged or incorrect items
Tell us within 48 hours if the parcel arrives damaged, and as soon as you notice a fault in any other case. Send your order number and photographs or a short video showing the problem.
Section 56 of the Consumer Protection Act 68 of 2008 gives you six months from delivery to return goods that are defective, unsafe, or not fit for their ordinary purpose. Within that period you choose the outcome: a repair, a replacement, or a full refund. We do not charge you for collection, and we do not charge a fee.
A watch that stops running, gains or loses time far outside its stated accuracy, has a faulty crown or bezel, or shows moisture inside the crystal is a defect. Normal scratches from wear, a flat battery in a quartz model after normal use, and water ingress from use beyond the stated water resistance rating are not defects.
Warranty claims after six months
Every watch carries a 12-month warranty against manufacturing defects, running from the delivery date. After the first six months, a warranty claim covers repair or replacement rather than a refund.
Email us with your order number, a description of the fault and supporting photographs or video. We assess the claim within two business days. If it is covered, you send the watch to us at your cost and we return the repaired or replaced watch to you at our cost. Repairs typically take up to 4 weeks, longer if a part has to be ordered from the manufacturer.
The warranty does not cover wear on straps, cases and glass, impact damage, water damage beyond the rated resistance, batteries, or any watch opened by a technician we have not approved.
Items we cannot accept back
- Watches that have been worn, resized, engraved or personalised at your request
- Watches returned without their box, warranty card or accessories
- Gift cards and promotional items received free of charge
- Watches returned after 14 days, unless the claim is a defect claim under the Consumer Protection Act or a warranty claim
Exchanges
Exchanges follow the same 14-day rule and condition requirements as returns. If the new model costs more, we send you a payment link for the difference. If it costs less, we refund the difference to your original payment method. We ship the replacement once the original watch reaches us and passes inspection.
If we cannot agree
Contact us first at theprestigewatchcompany@gmail.com or 071 034 6014. We aim to resolve every complaint within seven business days. If you are still not satisfied, you may refer the matter to the Consumer Goods and Services Ombud or the National Consumer Commission. Nothing in this policy limits your rights under South African law.
Last updated: 23 August 2026