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The delivery options, terms and costs are as indicated in the check-out before your purchase and as confirmed in the order confirmation.

 

RETURNS POLICY 

We believe that you will be delighted with your product but there may be occasions where you feel it necessary to return an item. 

RETURN PERIOD

If you are unhappy with an item when you receive it or if you simply change your mind, please return it to us within 14 days from the day of receipt (No exceptions) following the returns process set below.

 

RETURN ELIGIBILITY

All returning items must be returned in its original condition and components.

You must take reasonable care of the products until returned. All returned products need to pass Quality Control before approval for refund. For example, if a watch arrives back to our logistics center with the bracelet or strap damaged in any way (not due to our fault or negligence) or not in its original condition, then we reserve the right to deduct the costs for a new bracelet or strap from your refund of the price of the watch or refuse your return request.

Certain products and services are excluded from this returns policy, including watch parts or accessories of the watch.

 

REFUNDS

Once we receive your returned item(s), we will send you an email confirming your return. Please note that depending on the method of payment selected, refunds may take up to 14 working days to appear back into your account.

 

EXCHANGES

Unfortunately, we do not currently offer exchanges. All return requests will be processed for a refund. Unless your item was received damaged or with a manufacturing fault.

 

FAULTY PRODUCTS

We try to select and package items as well as possible to ensure they arrive in good condition. However, if an item arrives damaged or with defects, or is not what you ordered, we will replace it free of charge or provide a full refund as appropriate. All returns due to damage or defects need to be returned within 14 days from the day of receipt. Items damaged due to customer abuse or negligence will not be accepted.

In these circumstances we will cover the cost of the return postage. To proceed, please email shophk@hamilton.com with your order number and description or issue.

 

HOW TO MAKE A RETURN

  1. Download and complete the return form (download here). In order to expedite your return, you must choose the appropriate reason code for your return on the return form. 
  2. Send a return request along with completed return form to our e-commerce customer service team via email at shophk@hamiltonwatch.com. A return authorization code will be sent to you.
  3. Ensure your item(s) are eligible for return. The watch must be returned with box, warranty card, user manual, any gift with purchase shipped with your order, and any extra links due to bracelet sizing.
  4. Post the items packed securely via a reliable trackable courier along with the return form, return authorization code and a copy of your invoice to the below address within 7 days after receiving our return authorization code:

    The Swatch Group (Hong Kong) Limited
    Unit 803-4, 8/F Kerry Centre
    683 King’s Road
    Quarry Bay Hong Kong 
    Attn: Customer Service Center

    We do advise for your own protection to use a secure delivery method, which requires a signature upon delivery. Please note that we do not accept responsibility for products lost or damaged in the post.

    You must take reasonable care of the products until returned. All returned products need to pass Quality Control before approval for refund. For example, if a watch arrives back to our logistics center with the bracelet or strap damaged in any way (not due to our fault or negligence) or not in its original condition, then we reserve the right to deduct the costs for a new bracelet or strap from your refund of the price of the watch. 
  5. Once we have received your return, we will send you confirmation email. We endeavor to process all the returns as soon as possible, however sometimes we might take slightly longer, please allow up to 14 business days.

We aim to keep the process as simple as possible and the terms of this Returns Policy are not in any way intended to exclude, restrict or modify your statutory rights in relation to unwanted or faulty products. 

We will try to attend to all returns as soon as practically possible.

 

 

This document is available in English and Chinese versions.  The English version of this document prevails to the extent of any inconsistency between the English and the Chinese versions.

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