Terms of service

Yep, this is the boring stuff. But it's hopefully helpful, clear, and transparent too. Below you'll find information on key questions and policies, like refunds, payment methods, and what to expect once you place an order.

Our business, Collective Horology LLC, is referred to below as "Collective" and "Collective Shop."

For any other questions, wire instructions, or help sourcing a pre-owned Collective watch not currently in stock, email shop@collectivehorology.com.

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. See below.

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.

STORE CREDITS

Gift credits or store credits issued by Collective are non-transferable, non-refundable, and may only be redeemed by the original recipient. Store credits cannot be exchanged for cash and must be used toward future purchases from Collective.

If the purchase total exceeds the value of the credit, the balance must be paid by another accepted payment method. If the purchase total is less than the credit, the remaining balance will remain on the credit until used or expired.

WARRANTIES: NEW WATCHES

Collective Shop is an authorized retailer of all new watches we sell. All new watches sold by Collective Shop include a manufacturer's warranty. Warranty periods and terms vary by manufacturer and are subject to change at any point. Please consult the manufacture directly for warranty terms.

Collective Horology and Collective Shop do not provide our own warranty for new watches.

WARRANTIES: CERTIFIED PRE-OWNED WATCHES

Certified Pre-owned watches may be covered by a manufacturer's warranty, if still within the manufacturer's original warranty period and terms. Additionally, some pre-owned watches may include a manufacturer's certified pre-owned warranty. Warranty periods and terms vary by manufacturer and are subject to change at any point. Please consult the manufacture directly for warranty terms.

Collective Horology and Collective Shop do not provide our own warranty for Certified Pre-owned watches.

For questions about your watch's warranty coverage, please email shop@collectivehorology.com.

PAYMENT METHODS

Collective Shop accepts major credit cards, including payment via Shop Pay, Apple Pay and other credit card payment platforms. All payments must pass fraud review in order for orders to be approved, processed and shipped. (See FRAUD REVIEW below for details.) Collective and NoFraud (our fraud review provider) reserve the right to decline orders for any reason.

Additionally, Collective Shop accepts payment via bank wire. Other transfer methods, including ACH, are not accepted. Payments made by ACH or transfer methods other than bank wires will be returned to the sender less applicable fees (to be determined by Collective), and those orders will be canceled.

SHIPPING TIMELINES

Collective Shop ships business days (i.e., Monday through Friday except for holidays in California and the United States). All watches ship once fraud review (see next section) is complete.

SHIPPING ADDRESS & DELIVERY LOCATIONS

To ensure your package is secure, Collective Shop, our shipping providers or insurers may require your package be shipped to and held at a FedEx or UPS-staffed shipping center or retail location.

FRAUD REVIEW

All payments must clear and must be approved by our fraud detection system before they can be shipped. While fraud reviews usually clear within hours, the process can take up to three business days.

NoFraud is our fraud prevention provider. They screen transactions on our behalf and alert us if they find a transaction is at high risk for fraud. This protects buyers against unauthorized credit card use and protects us against fraudulent charges.

If you receive an email from NoFraud, your transaction may have had irregular shopping characteristics and/or elevated risk. NoFraud wants to confirm the transaction was made by the authorized cardholder. After you confirm the transaction there is nothing else you need to do unless you have been asked by a fraud analyst to provide additional information. In most cases, as soon as your response is received, your order will be released for processing.

NoFraud will never ask you for your full credit card number, social security number or any other personal information.

Collective and NoFraud reserve the right to deny sale or cancel any order for any reason.

IDENTITY VERIFICATION

For certain high-value purchases, Collective and/or our partner NoFraud may require valid government-issued identification or additional documentation to verify the identity of the purchaser and/or the payment method used. Orders subject to verification will not ship until verification is complete. Failure to provide requested documentation may result in cancellation of the order and a refund less applicable transaction fees.

INSPECTION & QUALITY CONTROL

All watches are subject to inspection at Collective’s sole discretion prior to shipping. Inspection includes, but is not limited to, verification of condition and authenticity, timegrapher testing (accuracy, amplitude, and beat error), as well as handset function and alignment. To complete inspection, watches will be removed from original factory sealing, packaging, stickering, and/or wrapping as necessary. Inspection is mandatory to ensure delivery in accordance with manufacturer standards. Customers who decline inspection will have their order canceled and refunded less applicable transaction fees, consistent with our cancellation policies above (i.e., "Refund Requests Before Your Order Has Shipped").

SHIPPING CUT-OFF TIMES

Assuming they pass fraud review within two hours, orders placed by 12pm Pacific Time Monday through Friday will generally ship the same day. However, since the fraud review process can sometimes take longer, orders are guaranteed to ship within one business day following approval of the fraud detection system and payment clearance.

SHIPPING PROVIDERS, INSURANCE & LIABILITY

We typically ship FedEx Express or UPS, but we may use an alternate provider if circumstances require. All shipments are insured via Parcel Pro or IFS Inforsure.

Some orders (typically straps and bracelets) will ship via USPS Priority Mail.

Collective Shop, our shipping providers or insurers will not be responsible responsible for packages once marked as delivered by a shipping provider (i.e., FedEx, UPS, or other providers).

INTERNATIONAL ORDERS

Customers outside the U.S. are responsible for all import duties. Additionally, Collective Shop 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 Shop will not refund the customer.

Collective Shop declares all international orders for their full value.

ADDITIONAL, IMPORTANT TERMS

Collective will not be liable for delays or failures caused by events beyond our reasonable control, including but not limited to natural disasters, strikes, government actions, or carrier disruptions.

In the event of a credit card chargeback or payment dispute, Collective reserves the right to recover associated fees and costs, including by offsetting against any amounts owed to the customer.

These Terms are governed by the laws of the State of California, without regard to conflict of laws principles. Any disputes shall be resolved exclusively in the state or federal courts located in Ventura County, California.