Returns & Exchange
1. Do you have any Returns & Exchange Policy?
All our watches undergo a stringent check before they are packed and shipped. Extreme care and packaging is used to prevent damage during transit. However, should there be any discrepancy of product delivered and you would like to return and refund, it can be arranged under the following circumstances:
a) If the product arrived damaged or in a defective condition; we will replace or refund, depending on the stock availability.
b) If the product delivered was incorrect; we will replace or refund, depending on the stock availability.
Please note that The Watch Library will not accept any returns or exchange of product due to customer's change of mind once the product has been shipped.
2. How do I submit my Return Request Form?
You are required to submit the Return Request strictly within 7 days from the date you have received the products. No returns will be entertained for submissions later than the stipulated days.
i) WhatsApp our Customer Care (8am to 8pm) here or email us at info@thewatchlibrary.co with the Subject Header and your order number “Return Request Order No: XXX”
ii) Attach photos of the damaged or defective; or incorrect products
After submission, do allow a maximum of 7 working days for our Customer Care to revert with instructions for the next course of action. In the event you have not received any reply, kindly call our Customer Care (8am to 8pm) at +6017 229 3822.
3. I have received the Acceptance Letter for my return request, what do I do next?
Once you have received an Acceptance Letter from us upon the approval of your return request, kindly ensure you follow the terms and conditions below.
i) Product must not been worn, altered or strapped on, and show any signs of use. Straps must be in perfect condition and must not be creased in any way.
ii) Product must be returned in its original packaging including all tags, and other accessories (tools/ extra straps/ complimentary gift/ etc. if any).
iii) Product and other accessories returned must not be damaged and/or altered or used by the shipping service provider engaged by the customer.
iv) Returns must be packaged in padded sealed envelope.
v) We will arrange our authorised logistic partner to collect the returned product from you.
The Watch Library will not accept returned product that does not comply to the above terms and conditions. Such items will be returned to the sender at the original shipment address.
4. How will I receive my refund?
You will receive the refund back to the original payment method. Please note that refunds can take up to 30 working days to show on your account due to varying processing times between payment providers.
