Refund & Returns Policy

REFUND & RETURN POLICY


OVERVIEW

At Halden Watches, every timepiece is engineered to blend vintage-inspired design with reliable performance. We stand behind the quality of our craftsmanship and want you to wear your collection with complete confidence. To ensure you are fully protected, our return, exchange, and warranty policy is structured into three clear tiers.

1. TIER 1 – THE 30-DAY SATISFACTION GUARANTEE (CHANGE OF MIND)

If you decide a different model suits you better or simply change your mind, we offer a 30-day return window starting from the date tracking confirms delivery of your package.

  • Condition Criteria: To qualify for a return, your watch must be completely unworn, unaltered, and in its original condition. All protective plastic films on the glass/crystal, case back, and strap must remain fully intact. The watch must be packaged securely in its original Halden presentation box, including all manuals, tools, and tags.
  • Exclusions: Items acquired as part of special promotional bundles or marked as clearance/sale items are eligible for exchange or store credit only. They are not eligible for direct financial refunds.
  • Return Shipping: Shipping costs for change-of-mind returns are the sole responsibility of the customer and are non-refundable.

2. TIER 2 – 720-DAY MANUFACTURING DEFECT GUARANTEE

We take great pride in constructing our timepieces with high-grade stainless steel, precise movements, and durable materials. In addition to your statutory rights under applicable consumer laws, Halden Watches provides a 720-Day Brand Warranty against verified manufacturing faults.


            What is Covered:

  • Internal movement failures (e.g., watch not keeping accurate time straight out of the box).
  • Loose or detached dial indices, hands, or sub-register markers under normal handling.
  • Crown, pusher, or clasp mechanism structural defects.
  • Moisture or dust ingress occurring within specified water resistance ratings (provided the crown was fully secured).

    What is NOT Covered:     Standard wear and tear, everyday scratches on the case, bezel, or crystal, accidental damage caused by drops or heavy impacts, exposure to harsh chemicals, improper storage, unauthorized third-party repairs, or lost items.
    Frictionless Assessment:
    For minor accessories, replacement straps, or components valued under €50 USD/AUD, you do not need to navigate international return shipping. Simply email our care team with clear photo or video evidence. Once verified, we will arrange a replacement or store credit within 48 hours.

3. TIER 3 – THE HALDEN CARE PLAN (UPGRADE PROTECTION)

For customers who add the optional Halden Care Plan at checkout, your coverage is automatically upgraded to a comprehensive 24-month structural protection window.
  • Expanded Protection: Covers accidental structural damage, glass/crystal breakage, water damage beyond depth ratings, and grants one full product replacement per year for any reason.
  • Priority Processing: Care Plan claims bypass standard queues and are reviewed and approved within 24 hours.
  • Complimentary Shipping: Halden covers all domestic return and shipping fees associated with an approved Care Plan claim.
  • Limitation: Valid for one structural replacement per unique order number.

4. HOW TO INITIATE A RETURN OR WARRANTY CLAIM

To submit a request under Tier 1, Tier 2, or Tier 3, please follow these steps:

  1. Send an email to contact@haldenwatches.com with your official order number and use the subject line "Return Request - [Order Number]" or "Warranty Claim - [Order Number]".

  2. Attach clear, well-lit close-up photographs or a short video demonstrating the exact condition of the watch or the specific defect.

  3. Our customer support team will evaluate your submission and send authorized return instructions within 48 hours.

5. REFUNDS, EXCHANGES, AND PROCESSING

Once an authorized physical return is received and inspected at our warehouse facility, or a defect is officially verified via photo analysis, your selected resolution will be executed. Direct refunds are credited back to your original payment method (including PayPal, credit cards, and Buy Now Pay Later services like Afterpay). Reimbursed amounts typically take 5 to 10 business days to reflect in your account, depending on your financial institution's processing times.

6. CONTACT US

If you have questions, or if you wish to lodge a formal inquiry or complaint, please contact us by e-mail at contact@haldenwatches.com.