Refund policy

 

General Return Conditions

You can return eligible items within 14 days of receiving your order. After 14 days, we cannot offer a refund or exchange.

 

Eligible returns

  • New, unused items returned within 14 days.
  • Damaged or defective on arrival items reported within 14 days.

 

Return Processing Fees

We do not charge any restocking fees.

 

How to start a return

  1. Email our support team at contact@thehorologista.com within 14 days of delivery, with your order number and the reason for return.
  2. We will reply with return instructions and a confirmation to proceed.
  3. Send the item to:
Obsidianity S.à rl - S. (Tradename thehorologista.com)

44 rue de l'Industrie 8069 Strassen Luxembourg

 

Return Shipping Costs and Responsibility

  • Change of mind / non-defective items: return shipping is paid by the customer.
  • Defective or damaged on arrival / wrong item / shipping damage: return shipping is covered by us (or reimbursed) once the issue is confirmed.

 

Condition of returned items

To be eligible for a refund or exchange, the item must be:

  • Unused, with no stains or marks, and
  • Returned in its original packaging (when possible).

 

Proof for damaged / defective on arrival items

If your item arrives damaged or defective, please contact us within 14 days and provide:

  • A photo or video showing the issue, and
  • A photo of the shipping label / packaging.

This helps us confirm the problem and process your request quickly.

 

Non-Returnable Items

The following items are not eligible for return:

  • Gift cards
  • Items that are visibly damaged due to use or excessively worn after receipt

 

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 we receive your return, we will inspect it and email you the outcome.
  • If approved, your refund will be issued to the original payment method within 10 days (bank processing times may vary).

 

Exchanges

  • Exchanges are available only for items that are defective or damaged on arrival, reported within 14 days.
  • If an exchange is approved, we will ship the replacement after the return is confirmed (or according to the instructions we provide by email).

 

Late or Missing Refunds

If you do not receive your refund within the timeframe above:

  • Check your bank statement.
  • Contact your card issuer.
  • Contact your bank.
  • If the issue persists, contact our customer service at contact@thehorologista.com .

Last updated: December 23rd 2025