Refund policy


Your watch. Properly handled.

Every VEILX watch is examined before dispatch for model, colour, visible condition and operation.

Should anything arrive differently from what was confirmed, contact our watch-care team. Your case will be reviewed individually, and the appropriate resolution will be arranged.

THE FIRST 48 HOURS

Please examine your watch shortly after delivery.

Confirm that:

  • The correct model was received.

  • The dial and strap colour match your order.

  • The watch has no visible damage.

  • The crown, clasp and strap operate correctly.

  • The presentation box and included accessories are present.

When reporting an issue, send:

  • Your order number.

  • One clear image of the complete watch.

  • Close-up images of the concern.

  • A short video for operational issues.

  • An image of the packaging and delivery label.

Until the review is completed, please do not wear, resize, adjust or remove the protective films from the watch.

WHEN VEILX SENT THE WRONG WATCH

Depending on availability, you may select one of the following resolutions.

Replacement

The affected watch will be collected and replaced with the correct model.

VEILX will cover the approved collection and replacement delivery.

Alternative Selection

When the original watch is unavailable, you may choose another available model.

If the new selection has a higher value, only the price difference must be paid.

THE ONE-VISIT EXCHANGE

Planning to select another VEILX watch?

An approved return can be collected at the same time your new order is delivered.

The process is simple:

  1. Select your new watch.

  2. Confirm the order with VEILX.

  3. Keep the previous watch complete and ready for collection.

  4. The driver delivers the new order and collects the approved return.

A DIFFERENT WATCH AFTER DELIVERY

When the correct watch was delivered in good condition, but you decide that another model, colour or style suits you better, the request is considered a preference exchange.

Contact VEILX within seven calendar days of delivery.

To remain eligible, the watch must be:

  • Unworn.

  • Unadjusted.

  • Free from scratches or marks.

  • Complete with all protective films.

  • Returned with the original strap or bracelet.

  • Accompanied by every removable link.

  • Inside the original presentation box.

  • Complete with all supplied accessories and promotional items.

Preference exchanges are subject to review and availability.

Any difference in the replacement watch’s price must also be settled.

ONCE A WATCH HAS BEEN SIZED

Bracelet adjustment changes the delivered condition of a watch.

A preference return or exchange will not normally be accepted after:

  • Bracelet links have been removed.

  • The strap has been cut or modified.

  • The bracelet has been professionally resized.

  • An engraving or personal alteration has been added.

  • Removed links have been lost.

Before requesting any adjustment, please confirm that the model, dial and size are right for you.

A sizing restriction does not apply where VEILX confirms that the watch itself was incorrect or defective when delivered.

OPERATIONAL CONCERNS

Not every watch concern indicates a defect.

Before collection, our team may guide you through basic checks involving:

  • Crown position.

  • Time and date adjustment.

  • Battery activation.

  • Automatic movement winding.

  • Chronograph reset.

  • Clasp alignment.

  • Protective shipping locks or tabs.

When remote checks do not resolve the issue, the watch may be collected for technical assessment.

The assessment will determine whether the concern resulted from:

  • A genuine product issue.

  • Impact or accidental damage.

  • Incorrect adjustment.

  • Water or moisture exposure.

  • Unauthorised opening or repair.

  • Improper use after delivery.

WATER EXPOSURE

Water resistance varies between watch models.

A watch should not be treated as suitable for swimming, showering or submersion unless the product information specifically confirms this use.

Avoid:

  • Showering while wearing the watch.

  • Swimming with the watch.

  • Exposing it to steam or high humidity.

  • Operating the crown or buttons while wet.

  • Submerging a watch without confirmed water-resistance specifications.

Moisture damage caused by unsupported use is not treated as an original delivery defect.

REFUND RELEASE

Following approval, VEILX normally initiates the refund within three to five working days.

Refunds may be issued through:

  • The original online payment method.

  • Bank transfer.

  • Store Credit

  • Another approved payment method agreed with the customer.

After VEILX releases the refund, the customer’s bank or payment provider may require additional time to reflect it.

NOT ACCEPTED FOR PREFERENCE REQUESTS

A preference exchange or return will not be approved when:

  • The watch has been worn.

  • Protective films have been removed.

  • The bracelet has been resized.

  • Bracelet links are missing.

  • The watch has scratches, impact marks or moisture damage.

  • The strap shows signs of use.

  • The box or accessories are missing.

  • The watch has been altered or repaired.

  • A different watch is returned.

  • The item was purchased as final sale.

  • The request falls outside the stated period.

These conditions do not restrict the resolution of a confirmed incorrect, damaged or defective delivery.

SPEAK WITH VEILX

To open a watch-care case, send your order number, images and a brief explanation to:

Please do not return or hand over a watch before receiving approval and collection instructions from VEILX.