Refund policy

Last updated: 31 July 2026

This policy applies to purchases from Reglage. It distinguishes ready-made watches from watches produced to a customer’s individual configuration. Nothing in this policy excludes or restricts a mandatory remedy, legal guarantee, or withdrawal right that applies under consumer law.

Ready-made watches: 14-day withdrawal

If you are a consumer in the European Union or another jurisdiction that grants an equivalent right, you may withdraw from an eligible online purchase of a ready-made watch within 14 days after delivery, without giving a reason. Start the request through the live chat on our website before the period expires. After notifying us, return the item within the period required by applicable law and the return instructions we provide.

For a change-of-mind return, the customer is responsible for secure, tracked return shipping unless local law requires otherwise. We recommend insured delivery because you remain responsible for the return parcel until it is received. The authorized return destination and reference number are supplied in chat. Returns sent elsewhere or without the reference can be delayed.

Configured and personalized watches

A watch made to your selected combination of case, dial, hands, bezel, bracelet, movement, engraving, or other personal specification is produced for you. Where permitted by law, the statutory change-of-mind withdrawal right does not apply to goods made to the consumer’s specifications or clearly personalized.

This exception does not affect your rights if a configured watch is faulty, damaged, incorrectly assembled, materially different from the accepted configuration, or otherwise nonconforming.

Cancellations before assembly

Contact us through live chat immediately if you need to cancel or amend an order. We will accommodate a request where reasonably possible before parts are allocated or assembly begins. Once work on a personalized configuration has started, cancellation or component changes may be unavailable. This does not limit any mandatory right.

Return condition

For an eligible change-of-mind return, handle the watch only as needed to inspect its nature, characteristics, and function. Return it with all supplied components, packaging, manuals, accessories, protective materials, and gifts. Do not size the bracelet, remove protective films beyond what is reasonably needed for inspection, engrave the product, expose it to water, or wear it beyond a brief indoor inspection.

Where permitted by law, we may reduce a refund to reflect diminished value caused by handling beyond what is necessary to inspect the product. This condition rule does not remove your rights when the item is defective or nonconforming.

Refund timing and method

For a valid withdrawal, we refund eligible payments to the original payment method within the period required by law. We may withhold reimbursement until we receive the returned goods or you provide reliable evidence of return, whichever occurs first. The least expensive standard outbound delivery charge offered for the order is refunded where required; express or upgraded delivery costs are not refunded beyond that amount.

Payment providers and banks can take additional time to post an approved refund. Currency conversion differences, foreign transaction fees, or bank charges outside our control are not refundable by Reglage unless the law requires otherwise.

Faulty, damaged, or incorrect goods

Contact us through live chat as soon as you discover a problem. Include the order number, a clear description, and photographs or video where useful. Do not continue using a watch if doing so may worsen the issue.

After assessment, remedies may include repair, replacement, price reduction, or refund in accordance with applicable law. For a confirmed defect, transit damage, or fulfillment error, Reglage provides or reimburses reasonable return shipping as required by law. We may inspect the watch before confirming the appropriate remedy.

Legal guarantee and commercial warranty

Consumers in the European Union benefit from the applicable statutory legal guarantee for goods that are faulty or not as advertised, including the minimum period required by EU and national law. Reglage also offers a one-year commercial warranty for covered assembly and workmanship issues. The commercial warranty is additional to, and never replaces or shortens, statutory rights.

The commercial warranty does not cover normal wear, scratches or cosmetic change, accidental impact, theft or loss, misuse, water exposure beyond the stated rating, damage caused by an unsecured crown, magnetic or chemical exposure, unauthorized repair or modification, consumable straps, or timekeeping variance within the published tolerance of the installed movement. A warranty exclusion does not apply where the issue is legally a lack of conformity that we are required to remedy.

Items not eligible for discretionary return

Unless required by law, we do not accept discretionary returns of personalized goods, engraved items, gift cards, items altered or damaged after delivery, or products missing essential components. Promotional bundles must be returned complete to receive a full eligible refund.

How to request support

Use the live chat on our website and provide your order number and the name used at checkout. We will confirm eligibility and send the correct return instructions. Do not send a watch without authorization.