Refund policy

Return and refund policy

General Return Conditions

We offer the option to return items within 14 days of receipt. After this period, no refunds or exchanges can be made.
We accept returns of new items within this 14-day period.
We accept exchanges of defective or damaged upon delivery items within this 14-day period.

Return Processing Fees

There are no restocking fees.

How to Return an Item?

1️⃣ Contact our customer service at contact@thehorologista.com to initiate your return request.
2️⃣ After validation, send the item to the following address:
📍 Return Address: 44 rue de l’industrie 8069 Strassen Luxembourg

Return Shipping Costs and Responsibility

Return shipping costs are the responsibility of the customer regardless of the product's condition (whether defective or not).
The return shipment is your responsibility; we cannot guarantee its receipt by our team.
If the value of the returned product exceeds $200 USD, we recommend using a trackable shipping service and/or purchasing shipping insurance.

Non-Returnable Items

The following items cannot be returned:

  • Gift cards
  • Products that have been visibly damaged or overly used

Refunds and Exchanges

Conditions for Refund or Exchange Acceptance

Any return request made more than 14 days after receiving the order will not be accepted.
If defects or damages are found on the returned item without prior proof (photos or videos), the refund or exchange request will be automatically denied.
The item must be returned in its original packaging. Any return containing stained or marked items will not be exchanged or refunded.
The printed order confirmation email must be included in the package. Without this document, the return cannot be processed and will be considered lost.

Refund Processing

Once the returned item is received and inspected, we will send an email to confirm its receipt and to approve or deny the refund.
If the refund is approved, it will be processed via the original payment method within 10 days (this may vary depending on the bank).

Late or Missing Refunds

If you do not receive your refund within the specified timeframe:
1️⃣ Check your bank statement.
2️⃣ Contact your card issuer.
3️⃣ Contact your bank.
4️⃣ If the issue persists, contact our customer service at contact@thehorologista.com.

Exchanges

Only items that are defective or damaged upon delivery can be replaced.
To prove that the damage was not caused after receipt, we require a photo of the product in its original packaging at the time of unboxing, with the label and shipping information visible.
If an exchange is necessary, please contact us at contact@thehorologista.com.

 

Last updated: october 1st 2025