We want you to be completely satisfied with your Valmere watch. If something isn't right, this policy explains how returns, refunds and warranty claims work, wherever you are in the world.
1. 30-Day Returns
You may return any eligible item within 30 days of the delivery date for a full refund of the item price. To be eligible, the item must be:
- Unworn, unused and in the same condition you received it;
- In its original packaging, with all protective films, tags, box, manuals and accessories included;
- Free of scratches, marks, size adjustments or signs of wear.
2. How to Start a Return
- Email support@valmerehours.com with your order number and the reason for the return.
- We will reply with return instructions and the return address.
- Please do not send items back without contacting us first. Returns sent without authorization, or to the wrong address, may not be accepted.
3. Return Shipping Costs
- Change of mind: return shipping is paid by the customer. We recommend a tracked service, as we cannot be responsible for returns lost in transit.
- Defective, damaged or incorrect item: we cover the cost of return shipping.
Original shipping charges are non-refundable, except when the return is the result of our error.
4. Damaged, Defective or Incorrect Items
Please inspect your order on arrival. If the item is damaged, defective or not what you ordered, contact us within 7 days of delivery with your order number and clear photos or a short video of the issue. We will offer a replacement or a full refund, at your choice, subject to availability.
5. Refunds
Once your return is received and inspected, we will email you to confirm whether the refund is approved. Approved refunds are issued to the original payment method within 5 to 10 business days. Depending on your bank or card issuer, it may take additional time for the credit to appear on your statement.
If a return does not meet the conditions above, it will be sent back to you and we will explain why.
6. Exchanges
The fastest way to get a different model or color is to return the item you have and place a new order. If you need help, contact us and we will assist you.
7. Order Cancellations
You may cancel your order free of charge at any time before it ships. Once an order has been dispatched, it can no longer be cancelled, but you may return it under this policy.
8. 2-Year Limited Warranty
Every Valmere watch includes a 2-year limited warranty from the delivery date, covering defects in materials and workmanship of the movement and case under normal use. If a covered defect appears, we will repair or replace the watch, or issue a refund if neither is possible.
The warranty does not cover:
- Normal wear and tear, including strap and bracelet wear, scratches on the case or crystal;
- Damage caused by accidents, impacts, misuse or neglect;
- Water damage caused by use beyond the rated water resistance, or by operating the crown or pushers underwater;
- Watches opened, modified or repaired by third parties.
To make a warranty claim, email support@valmerehours.com with your order number, a description of the issue and photos or a video.
9. Non-Returnable Items
- Gift cards;
- Items marked as final sale;
- Personalized or engraved items.
10. Your Statutory Rights
This policy does not affect any rights you may have under the consumer laws of your country. Where local law grants you a longer return period or additional rights, those rights apply.
11. Contact
For any question about returns, refunds or warranty, email support@valmerehours.com.