Refund policy

Refund policy

CLUJ INC LIMITED is the owner and operator of this website and the Cluj Watches brand. Throughout this document, CLUJ INC LIMITED, doing business as Cluj Watches, may be referred to as “us”, “we”, “the company”, or “Cluj Watches”.


Return Conditions and Requirements

If you are not entirely satisfied with your purchase, you may return it for a refund. The following conditions apply:

  • You must initiate your return within 14 calendar days of receiving your item. This "cooling-off period" allows you to examine the goods as you would in a physical shop.

  • Items must be returned in their original, re-saleable condition, including all original packaging, protective films, tags, and accessories. We reserve the right to reduce the amount of refund if the value of the goods has been diminished by your handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

  • Customs duties, taxes, and import fees paid by the customer are non-refundable by us. If we incur any such charges on a returned item due to improper customs declaration by the sender, these costs will be deducted from your refund.

  • Please inspect your order upon reception. Contact us immediately at general@clujwatches.uk if the item is defective, damaged, or if you receive the wrong item. In such cases, your statutory rights apply, and we will cover all associated return and re-shipping costs where applicable.

  • If you refuse delivery of your package or fail to collect it from the delivery service (resulting in the package being returned to us), all associated costs incurred by Cluj Watches (including original shipping fees, return shipping costs, customs duties, handling charges, and any additional fees) will be deducted from your refund.

  • Refused or Uncollected Deliveries: If you refuse delivery of your package or fail to collect it from the delivery service (resulting in the package being returned to us), all associated costs will be deducted from your refund. This includes original shipping fees, return shipping costs, customs duties, handling charges, and any additional fees incurred due to the refused or uncollected delivery.

We cannot accept returns on:

  • Sale or clearance items that are explicitly marked as non-returnable at the point of sale.

  • Gift cards.

  • Customised watches created through our bespoke service (see Bespoke Watch Service section below), as these are made to your specific order and are exempt from standard return rights under consumer law once production has commenced.


Watches

  • Protective Materials: Watches must be returned with all protective stickers, covers, and wrappings untouched. Alteration or removal of these materials voids the possibility of return.

  • Bracelet Adjustments: Watches with resized, adjusted, or altered bracelets are not eligible for return. Ensure your choice is final before modifying your watch.

  • Photo Verification: Provide a photo of the watch's back showing the state of the protective wrapping to verify the item's condition for return.

Bespoke Watch Service

Customised watches created through our bespoke service are tailored to individual specifications and are therefore not eligible for returns or refunds once production has commenced. Full prepayment is required, and this is non-refundable post-commencement of the customization process.

For a detailed explanation of the terms associated with our bespoke offerings and other policies, please review our Terms of Service. This comprehensive guide provides essential information to help ensure clarity and understanding of all conditions prior to making your purchase.

Warranty Returns & Repairs

  • All Cluj Watches are covered by a 2-year warranty from the date of purchase, covering manufacturing defects. This warranty is in addition to your statutory rights.

  • Returns for repairs under this warranty are applicable for the entire 2-year duration.


Step-by-Step Guide to Returns or Exchanges

Navigating your return or exchange with CLUJ Watches is designed to be seamless and straightforward. Here's how you can embark on the process with confidence:

Initiating Your Return or Exchange

  1. Review Our Policy: Before starting, ensure your item meets our return conditions and requirements.

  2. Contact Us:  To start a return, you can contact us at general@clujwatches.uk.  Items sent back to us without first requesting a return will not be accepted. 

  3. Provide Details: Share the order number and item(s) you wish to return or exchange. If you are returning a watch, kindly provide a photo for our pre-inspection process.

  4. Receive Instructions: We'll provide you with detailed instructions on how to proceed, including a prepaid return label for your convenience.

  5. Pack Your Item: Carefully package the item in its original packaging to ensure it arrives in good condition.

  6. Send It Back: Use the prepaid shipping label we provide to send your item back to us. 

  7. Await Confirmation: Once we receive your item, we'll inspect it and send you a confirmation email, acknowledging the receipt and the condition of the item.

What to Expect During the Refund Inspection Process

  1. Inspection: Our team will carefully check the returned item against our return conditions and requirements.

  2. Notification: We will promptly notify you of the approval or rejection of your return or exchange. For returns, this includes information on your refund.

  3. Processing Refund: If approved, your refund will be processed back to the original method of payment within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.  We have no control over these third-party processing times. If more than 15 business days have passed since we’ve approved your return, please contact us at general@clujwatches.uk.

  4. Exchange Processing: For exchanges, if necessary we will guide you on selecting a new item, ensuring you find something you love. We'll handle all the arrangements and update your order accordingly, making the process as convenient for you as possible.

Guidance and Support

For a more comprehensive understanding of how we ensure your shopping experience is as delightful and seamless as possible, we invite you to delve into our Terms and Conditions for additional insights into our policies and practices.

Should you ever find yourself with questions, or if you're seeking advice or support, remember our Customer Care Team is just a message away. Reach out at any time to general@clujwatches.uk .