Refund policy

Returns, Refunds & Exchanges Policy

This policy sets out clear rules for returns, refunds, exchanges, and orders placed under our promotional offers — including Choose Your Set and any order that includes a complimentary item or free gift. It exists to keep things transparent and to prevent conflicting interpretations.

Important — a refund always requires the product back. A refund is issued only after the returned item has been physically received by us and inspected. We do not issue refunds — full or partial — while you keep the product. No returned item, no refund. No exceptions.

1. Return window

You have 30 calendar days from the date you receive your order to request a return or report an issue. To be eligible, the item must be:

  • unused and free from any signs of wear or damage;
  • in perfect, resalable condition;
  • returned with its original tags, accessories, case and packaging.

2. Promotional orders (Choose Your Set & free gifts)

In offers such as Choose Your Set, or any order that includes a complimentary item (for example a free Secret Gift), only the paid watch(es) are actually purchased — the remaining item is provided free of charge as a promotional benefit. Because of this:

  • Our standard warranty applies exclusively to the paid item(s);
  • Free or complimentary items carry no individual warranty and are not eligible for individual exchange or refund;
  • You may not request a refund or return while keeping the free item;
  • If a paid item is returned, any free item received with it must also be returned.

3. Defective products

3.1 Defect in a paid item. If a paid item is confirmed defective:

  • The standard remedy is a replacement of the same product at no additional cost (the paid item is covered for 2 years from delivery);
  • If you decline the replacement, we may, at our discretion, offer a partial refund equal to the paid value of that item, or store credit of the same value;
  • No more than one replacement item will be sent per promotional order.

3.2 Defect in a free item. Where a defect is found only in an item provided free of charge:

  • We are not obligated to replace it, refund it, ship a new one, issue credit, or cover return shipping;
  • Free items carry no individual warranty, as they represent no paid value;
  • Any request is reviewed case by case, at our sole discretion, as a goodwill gesture only — it sets no precedent.

3.3 Defect in more than one item. If more than one item in the same order is defective, the order is reviewed as a whole and we may offer replacement, store credit, or partial refund subject to evaluation.

4. Change of mind (personal preference)

Returns or exchanges based on personal preference — including not liking the watch, change of mind, fit, comfort, appearance, or expectations not being met — do not qualify for a refund or partial refund. In these cases:

  • Promotional and free items are not eligible for exchange, return, refund or credit, as they have no individual commercial value;
  • Free or promotional items may not be kept under any circumstances;
  • No refund, discount or credit is issued without the purchased item being returned to us first;
  • We do not send extra items beyond the original purchase as compensation;
  • Any exchange or alternative resolution, if offered, is entirely at our discretion.

5. Refunds

Refunds are issued only in the cases expressly covered by this policy, and only after the returned item has been received and approved. When applicable:

  • Refunds cover only the value of the paid product;
  • Shipping, handling and customs fees are non-refundable;
  • Approved refunds are returned to the original payment method within 7–10 business days of approval;
  • Dissatisfaction relating to fit, appearance or personal preference does not qualify for a refund.

To be clear: without the product physically returned to us and approved, no refund will be issued.

6. Return shipping

  • Customers are responsible for return shipping costs;
  • We do not provide prepaid return labels for promotional orders;
  • We cannot guarantee receipt of a return sent without valid tracking.

7. Replacement limits

  • No more than one replacement item is ever sent per promotional order;
  • Free items do not entitle the customer to multiple shipments.

8. Goodwill solutions

In some situations — particularly change of mind or dissatisfaction — we may, at our sole discretion, offer an alternative to a return or refund, such as shipping one alternative product chosen by the customer at no additional cost, or letting the customer keep the item received. This option does not grant any automatic right to a refund, does not imply we acknowledge a defect, does not apply to repeated or abusive requests, and is limited to one additional item per order. Accepting it is considered the final resolution.

9. Order processing & cancellation

All orders enter processing immediately after payment is confirmed, so we can prepare and dispatch quickly. The full cycle can take 24–48 hours. Therefore:

  • Cancellation requests are accepted only within 2 hours of placing the order;
  • After that, cancellation cannot be guaranteed, as the order may already be in preparation;
  • Orders placed by mistake or after this window are handled under our change-of-mind terms;
  • Once processing has begun, cancellation is no longer possible.

Please review all order details before completing your purchase.

10. Delivery issues

Report any delivery problem — including non-receipt — within 30 calendar days of the confirmed delivery date. After this period we are not responsible for lost or undelivered packages and cannot accept claims, as carrier proof of delivery may no longer be available. Customers are responsible for monitoring tracking and reporting issues in time.

11. Contact

To start any request, email us at support@byepoch.com with your order number and a clear description of your request.

This policy may be updated at any time without prior notice.