Refund policy

Below you'll find our policies for refunds, returns and cancellations. To review all of our store policies, please click here.

REFUND POLICY: PRE-ORDERS, SPECIAL ORDERS & CUSTOM ORDERS

Because pre-order, special-order and/or custom order watches are limited edition, high-cost goods for which deposits are necessary for production, deposits are non-refundable and not transferable.

Products governed by this policy include those described as "pre-order," "special order," "built to order," "custom," "customized," "bespoke," "collaboration," "limited edition," and/or "limited production."

REFUND AND RETURN POLICIES: NEW IN-STOCK WATCHES & ACCESSORIES

Refund Requests Before Your Order Has Shipped:
Requests for refunds on orders of new watches or accessories prior to shipping will be refunded minus credit card fees and/or bank transfer fees, which can range from approximately 3.5 to 5% or more based on your order total, card/payment provider, issuing bank and/or country of issuance. Collective Horology has sole discretion to determine the applicable transaction fees to be withheld. Once orders are shipped, new watches and accessories are subject to the return policy below.

Refund Requests Once Your Order Has Shipped:
New stock and standard-production watches sold and delivered within the United States of America in original, unworn condition may be returned within 48 hours of receipt for a refund less a 5% restocking fee to the original payment method.

International orders (i.e., orders shipped outside the United States of America) are final sale and not eligible for return.

Please note: pre-order, special-order, customized and limited-production orders, including Collective collaborative watches, are not eligible for return.

Straps are not eligible for return or exchange. If you're unsure which particular strap you need for your watch or wrist size, please don't hesitate to contact us before placing your order.

If the item was marked as a gift when purchased, you’ll receive a Collective Horology gift credit for the value of your return less a 5% restocking fee.

  • Watches must be unused, unworn, and in the same condition that you received it
  • Returned watches must include all original packaging, with all stickers, hang tags, and any other accessories in place and intact
  • Partial returns are not accepted. Returns must include the complete product and all originally supplied accessories, packaging, and documentation
  • Any attempt to modify the watch – such as removing protective stickers, adjusting the strap or bracelet size/fit, or removing the strap or bracelet – will make it ineligible for return
  • Collective records serial numbers, photographs, and condition reports prior to shipment. All returned items are subject to inspection and verification against these original shipment records. Any item found to be altered, tampered with, counterfeit, missing components, or otherwise inconsistent with the originally shipped product will be deemed ineligible for return, and no refund or credit will be issued
  • Special and/or custom orders are not eligible for return
  • Returns require an original Collective Horology receipt, invoice, or proof of purchase, the validity of which will be determined at Collective Horology's sole discretion
  • Refunds or credits will not be issued for lost, stolen or damaged packages marked delivered by our shipping provider (i.e., FedEx, UPS, or other providers)
  • Return shipping costs and labels are the customer’s responsibility. Collective Horology will not refund or credit shipping costs
  • Returned watches must be sent via trackable express delivery (i.e., FedEx, UPS or DHL), and we recommend insuring your shipment
  • Collective Horology will not be responsible for any returns which are lost, stolen or damaged during shipping
  • Any tampering with, misuse of, or manipulation of return labels or tracking information may result in denial of the return and forfeiture of refund eligibility
  • Collective cannot not guarantee or provide delivery times for your order. If our shipping provider (e.g., FedEx, UPS, etc.) is unable to deliver your shipment to your provided shipping address due to lack of an adult signature at the time of delivery, this refund policy applies. Because they are high-value, insured products, all watch shipments require an adult signature for delivery. Therefore this refund policy applies to shipments that were unable to deliver due to lack of an adult signature at the time of attempted delivery
  • Collective Horology will not be responsible in the event a customer fails or is unable to pay import duties, VAT, or any other taxes, duties or fees owed for any reason. If a package is delayed or abandoned due to unpaid import duties, VAT, or any other taxes, duties or fees owed, Collective Horology will not refund the customer
  • Collective Horology will not be responsible for any customs duties for watches shipped outside the US. Any previously-incurred customs fees and/or taxes are non-refundable via Collective Horology, and are the responsibility of the customer to pursue with their local authorities
  • International customers who return an item will have any customs duties associated with their return deducted from their refund or credit. No refund will be issued until Collective has a full accounting of customs duties, which can take 30 to 90 days or longer
  • Collective Horology may request valid government-issued ID or additional documentation prior to approving a return
  • Collective Horology must authorize all returns. Any watches returned without our authorization will be ineligible for a refund or credit
  • Collective Horology’s determination of eligibility, condition, and authenticity shall be final and binding
  • Collective Horology must receive returned merchandise at our facility within seven days after a return is authorized
  • A 5% restocking fee will be deducted from any refund, regardless of method of payment

Once your return is received and inspected, we will notify you by email and issue a refund to the original payment method. Your issuing bank may take four to six business days to apply the credit to your account.

Gifts will receive a store credit, which are non-transferable or refundable. Additional terms apply.

Items deemed ineligible for return may be destroyed, donated, or otherwise disposed of at Collective Horology’s discretion, unless otherwise required by law.

Collective Horology reserves the right to refuse returns from customers who exhibit patterns of excessive or suspicious return activity.

To start a new watch return, please email shop@collectivehorology.com for instructions.

RETURN POLICY: CERTIFIED PRE-OWNED WATCHES

All Collective Certified Pre-owned watches are inspected before sale for condition and to verify that the watch is in good working order. Condition grades here. All sales are final. Certified Pre-owned watches purchased from Collective Horology are sold-as is and are not eligible for returns. If you have questions about the details or condition of this or any watch, feel free to contact us prior to purchase at shop@collectivehorology.com. We cannot refund and reverse a sale due to questions after purchase.

Requests for refunds on pre-owned watches prior to shipping will be refunded minus credit card fees, which can range from approximately 3.5 to 5% or more based on your order total, card provider, issuing bank and/or country of issuance. Collective Horology has sole discretion to determine the applicable credit card fees to be withheld. Once orders are shipped, pre-owned watches are not eligible for refunds or returns.

RETURN POLICY: COLLECTIVE MERCHANDISE

All Collective merchandise is final sale. We can only accept returns or replacements for items that arrive misprinted, damaged or defective. If there’s an issue with your order, please contact us within 30 days of delivery with a photo and description of the problem so we can make it right. Returns for size exchanges or change of mind are not available.

Additional terms and conditions apply. To review all of our store policies, please click here.