We understand that choosing the perfect luxury watch is an important decision. While we're confident you'll love your purchase from On Demand Luxe, we also want to ensure a seamless experience if you need to make a return.
This policy applies to all items except those designated as "Special Order" on our website.
Hassle-Free Returns:
You have 14 calendar days from the delivery date, as indicated by the carrier's records, to return or exchange your item.
Return Merchandise Authorization (RMA):
To initiate a return, you must first obtain an RMA number by contacting On Demand Luxe customer service via phone or email. Issuance of an RMA number does not guarantee a final refund, as all returns are subject to inspection upon arrival. Packages without a valid RMA number will be refused.
Return Shipping:
You are responsible for arranging and covering the cost of return shipping. We recommend using a secure and traceable method with insurance, such as UPS, FedEx, or USPS. On Demand Luxe is not liable for lost or damaged packages during return shipment.
Packaging Requirements:
- Clearly display the RMA number on the outside of the return box.
- Include all original packaging materials, documents, tools, links, straps, buckles, tags, protective stickers, boxes, and warranties as received from On Demand Luxe.
- The watch must be unworn and without any blemishes, dings, scratches, or signs of wear or resizing. Used or worn items are not returnable.
Refunds:
All watches sold by On Demand Luxe are guaranteed authentic. However, if you question authenticity within the return period, you must provide a certified letter from an authorized dealer or manufacturer service center verifying the watch is not genuine. Only then will a full refund be issued (exceptions apply for aftermarket parts like diamond bezels, dials, and straps/buckles, which are not eligible for this return exception).
- A 5% restocking fee applies to all credit card purchases (website and phone orders). This fee is waived for items purchased with cash, PayPal, or bank wire transfer.
- If you return an item that originally qualified for free shipping, our initial shipping costs will be deducted from your refund.
- All refunds are issued less any applicable shipping charges.
Special Order Refunds:
Special Order items must be returned in the exact condition they were shipped and are subject to a 7% restocking fee.
Items Not Eligible for Return:
- Items not in original condition
- Items without a valid RMA number
- Items missing original packaging materials (boxes, papers, warranty, appraisal)
- Shipping charges
We encourage you to review this policy carefully before making a purchase. If you have any questions, please don't hesitate to contact us.