At Elegant Watches, we want you to be completely delighted with your purchase. However, we understand that sometimes a product may not meet your expectations. This policy outlines the terms and conditions for returns and refunds.
1. General Policy
- We ensure all watches undergo strict quality checks before shipment.
- If you are not fully satisfied with your purchase, you may request a return.
- Return requests must be made within 7 working days from the date you receive your order.
- Requests made after 7 working days will not be accepted.
- Customised or engraved watches are non-returnable and non-refundable.
- For manufacturing defects reported after 7 days, please contact us at hello@elegantwatches.my
2. How to Submit a Return Request
- Contact us via email; our team will respond within 3 working days.
- Wait for our Return Approval Email before sending anything back.
- Include these documents in your request:
- A copy of your order confirmation or invoice (proof of purchase).
- Clear photos of the defective, damaged, or incorrect item.
3. Return Shipping & Responsibility
- All return shipping fees (both local and international) are borne by the buyer.
- Buyer must arrange shipping through a trusted courier with tracking.
- The product(s) must be:
- In original packaging with all tags and accessories intact.
- Properly packed to avoid damage in transit.
- We are not responsible for parcels lost or damaged during return transit.
- If returned items arrive damaged, repair or handling fees may be deducted from your refund.
- The parcel must reach us within 14 working days of return approval.
4. Exchange Policy
- Exchanges are permitted only after approval.
- Exchange must be for the same model and is subject to stock availability.
- Replacement items will be shipped within 7–14 working days after we receive and inspect your return.
- Buyer is responsible for return shipping costs.
5. Refund Process
- Refunds are applicable only for:
- Manufacturing defects.
- Cosmetic flaws upon receipt.
- Incorrect items received.
- Approved returns in good condition.
- Refunds will only be processed after inspection confirms:
- The item is unused, in good condition, and with complete packaging.
- Refunds will be made via the original payment method (credit/debit card, online banking, or e-wallet).
- Processing time: within 14 working days from refund approval.
- International refunds may take longer due to banking or processing delays.
- Shipping fees are non-refundable.
6. Important Notes
- Always keep the original packaging and accessories until you confirm you will keep the item.
- This policy applies only to purchases made on elegantwatches.my.
- Ensure sufficient protective wrapping if you are handling the return shipping yourself.
- This policy does not affect your statutory consumer rights under Malaysian law.