Warranty & Returns Policy

1 Year Complimentary Warranty

You have a 1-year (365 days) warranty on all products purchased from The Watch Box Co., valid from the date of purchase. This warranty covers any defects in materials or workmanship under regular use during the warranty period. It applies to the original purchaser and is non-transferable. 

Please note that our warranty does not cover damage and losses caused by:

  • Accidents, misuse, or improper care
  • Unauthorised modifications or repairs
  • Normal wear and tear
  • Damage resulting from failure to follow product instructions or guidelines

Additionally, our warranty does not cover any incidental or consequential damages from using our products.

If you believe your product is experiencing an issue covered by our warranty, please contact our customer service team at [support@thewatchboxco.com.au] within the warranty period. Our representatives will guide you through the claims process and assist in resolving the issue.

Claims Process: To initiate a warranty claim, you may be required to provide proof of purchase, such as your order number or receipt, along with details of the defect or issue you are experiencing. To be approved for a warranty claim, the item must be returned to our location with all necessary accessories (e.g. cable) and inspected by us to confirm it is eligible for a warranty claim. Once approved, an appropriate solution will be offered, either a repair, replacement or refund. 

Returns
Returns are accepted within 7 days of receiving the product. Items must be unused, in original packaging, and include proof of purchase to be considered. 

We will notify you once we’ve received and inspected your return and let you know if the return was approved or not. 

We offer Checkout+ to customers to provide free return shipping. Customers that take advantage of our Checkout+ option will receive a prepaid label through our portal for any returns request. Customers who opt out are responsible for the costs of return shipping. Labels should be purchased through our customer portal.

If your order has been shipped, the product has been handed to our delivery partner, and we cannot reverse this mid-delivery.

Please ensure you let us know as soon as possible if you made any mistake, to minimise delays in processing your return. 

Items sent back to us must first request a return to be accepted. 

To request a return, please click here.

Damages and issues
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.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@thewatchboxco.com.au.

Right of Withdrawal - EU Customers Only
Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order, without providing any reason.

Please note that under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.

We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.

This right applies to all items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products, and personalized items, as set forth in Article 16 of Directive 2011/83/EU.

How to exercise your right of withdrawal: To exercise your right, notify us before the withdrawal period expires through: 

If by email, please include your order number, name, and a clear statement that you wish to withdraw from the contract.

Returning your items: Once you have notified us of your withdrawal, you must return the goods to us without undue delay and no later than 14 days after notifying us. Return shipping costs are [borne by the customer / covered by The Watch Box Co. — choose one and delete the other].

Refunds: We will reimburse all payments received from you, including standard delivery costs (excluding any additional costs arising from your choice of a delivery method other than the least expensive standard delivery we offer). We will process your refund within 14 days of receiving the returned goods, using the same payment method you used for the original transaction.

Condition of returned goods: You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.