Returns and Refunds

Returns & Refunds

Clear information about returns, withdrawals, refunds, and what to do if there is a problem with your order.

Quick summary

• Consumers generally have 14 days to request withdrawal from an online purchase.

• Returned goods should be sent back within 14 days after notifying us of the withdrawal.

• Refunds are normally made after the returned goods are received, or after proof of return is provided.

• Return shipping costs are normally paid by the customer unless the item is faulty, non-conforming, damaged in transit, or we agree otherwise.

• If your item arrives damaged, incorrect, or not as described, please contact us as soon as possible.

1. Standard return period for consumers

If you are a consumer purchasing online, you generally have the right to withdraw from your purchase within 14 days without giving a reason.

The 14-day period starts on the day you, or a person appointed by you other than the carrier, receive the goods.

To exercise this right, you must notify us by a clear written statement before the 14-day period expires.

2. How to start a return

Please contact us by email or phone and include the following information:

• your order number

• the item you want to return

• whether the return is a withdrawal, a damaged parcel claim, or a product issue

• photos, if the item is damaged, incorrect, or has a condition issue

Email: info@ewatcheshouse.com
Phone: +371 67 277 488

3. Return conditions

Returned goods should be sent back without undue delay and no later than 14 days after you inform us that you wish to withdraw from the purchase.

Items should be packaged securely and returned with all reasonably expected contents, including original accessories, documentation, and packaging where available.

You may inspect the goods as you would in a physical shop, but you are responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

For watches, this means the item should not be worn in normal use, resized permanently, modified, damaged, or exposed to avoidable wear after delivery.

4. Return shipping costs

Unless we expressly state otherwise, the direct cost of returning goods under the standard 14-day withdrawal right is paid by the customer.

If the return is due to a faulty item, a non-conforming product, shipping damage, or an error on our side, please contact us before returning the item so we can review the case and advise on the next steps.

5. Refunds

Refunds for valid withdrawals are normally issued using the same payment method used for the original transaction, unless another solution is expressly agreed.

We may withhold reimbursement until we have received the returned goods or until you have supplied evidence that you sent them back, whichever happens first.

Original standard delivery charges are reimbursed to the extent required by applicable law. Additional costs arising from a more expensive delivery method chosen by the customer do not have to be reimbursed.

Once approved, refunds are processed as quickly as reasonably possible. The exact time for the funds to appear depends on your payment provider or bank.

6. Faulty, damaged, incorrect, or non-conforming items

If your item arrives damaged, incorrect, or not as described, please contact us as soon as possible after delivery.

Please include your order number, a description of the issue, and clear photos where relevant. We may ask for additional information so we can assess the problem properly.

Consumers have statutory rights where goods do not conform to the contract. Depending on the circumstances and applicable law, available remedies may include repair, replacement, price reduction, or refund.

Nothing on this page limits mandatory consumer rights under applicable law.

7. Special notes for vintage, used, and old new stock items

Vintage, pre-owned, and old new stock items may have age-related characteristics, patina, storage marks, prior servicing, replacement parts, or visible cosmetic wear consistent with their category and age.

Any condition note, visible imperfection, disclosed defect, or age-related feature clearly stated in the product listing or shown in the product photographs is considered part of the agreed product condition.

This does not affect your rights in relation to hidden non-conformity that was not disclosed before the sale.

8. Items that may not be eligible for standard return

The standard 14-day withdrawal right may not apply, or may apply differently, where permitted by law, including in cases such as:

• clearly personalised or custom-made items

• goods altered at the customer’s request after purchase

• other exclusions allowed by applicable consumer law

9. Return address

eWatcheshouse
Brīvības gat. 92/94, Centra rajons
Rīga, LV-1001
Latvia

10. Model withdrawal text

You may use the following text if you want to withdraw from your purchase:

To: eWatcheshouse, Brīvības gat. 92/94, Centra rajons, Rīga, LV-1001, Latvia, info@ewatcheshouse.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Order number: ____________________
Ordered on / received on: ____________________
Customer name: ____________________
Customer address: ____________________
Customer email / phone: ____________________
Date: ____________________

11. Need help?

If you are unsure whether your case is a standard return, a damaged parcel, or a product issue, contact us first and we will guide you through the correct process.