Refund and Returns Policy
Effective Date: December 19, 2024

Thank you for shopping with CustomLuxuryWatchess.com. We are committed to providing you with the best customer experience. If you are not completely satisfied with your purchase, we are happy to help with returns and refunds under the terms outlined in this policy.

1. General Return Conditions
1.1 Eligibility for Returns
We accept returns within 30 days of the date of receipt for most items. To be eligible for a return, the following conditions must be met:

The item must be unused, unworn, and in its original packaging.
The item must not be damaged, altered, or soiled.
The item must be returned with all original tags, labels, and receipts intact.
1.2 Non-Returnable Items
Certain items are non-returnable, including:

Personalized or custom items (such as items with custom engraving or embroidery).
Sale or clearance items.
Gift cards or vouchers.
Used or worn hair accessories for hygiene reasons.
2. Return Process
2.1 How to Initiate a Return
To start the return process, please contact our customer service team at info@customluxurywatchess.com or call 387-856-5789. Provide your order number, the name associated with the order, and the product(s) you wish to return.

Upon receiving your request, we will send you detailed instructions on how to return your item, along with a return authorization number (RA#). This number must be included with your return to help us process your return promptly.

2.2 Return Shipping Costs
You are responsible for paying the return shipping costs, unless the return is due to an error on our part (e.g., defective, damaged, or incorrect items). We recommend using a trackable shipping service or purchasing shipping insurance for returns over $75 to ensure the safe return of your item.

2.3 Return Address
Please send your return to the following address:

CustomLuxuryWatchess
Attn: Returns Department
4567 Thorn Street
Garden Grove, California, United States
ZIP: 92840

Important: Return shipments should be properly packaged to avoid any damage during transit. Items that arrive damaged due to improper packaging may be subject to a reduced refund.

3. Refund Process
3.1 Processing Time
Once your return is received and inspected, we will notify you via email regarding the status of your refund. Please allow 5-7 business days for us to process your return. Refunds will be issued to the original payment method used for the purchase.

If you paid via credit or debit card, the refund will be processed back to your card.
If you paid via PayPal, the refund will be issued to your PayPal account.
Refunds typically take 5-10 business days to appear on your account, depending on your payment method and financial institution.

3.2 Partial Refunds
In some cases, we may issue a partial refund. This may apply in the following scenarios:

If the returned product is damaged or shows signs of excessive use.
If the product is returned without original packaging or accessories.
3.3 No Refunds on Shipping Fees
Please note that shipping fees are non-refundable unless the return is due to our error (e.g., defective, damaged, or incorrect products). If you receive a damaged or incorrect item, we will refund the full purchase price of the product, along with the shipping charges.

4. Exchanges
4.1 Exchange Process
If you would like to exchange an item for a different size, color, or product, please follow the same return process and request an exchange at the time of your return. Once your returned item is received and inspected, we will send you the exchange product. If there is a price difference between the returned item and the new item, we will either refund the difference or charge you the additional amount.

Note: Exchange availability depends on stock, and exchanges are subject to product availability. If the item you wish to exchange for is out of stock, we will issue a refund instead.

5. Damaged or Defective Items
5.1 Report Damaged or Defective Items
If your product arrives damaged or defective, please contact us immediately at info@customluxurywatchess.com or call 387-856-5789. Please provide a clear description of the damage or defect, along with photos if possible, so we can assist you with the return or exchange process.

5.2 Return of Defective Items
If an item is found to be defective, you will not be responsible for the return shipping costs. We will provide you with a prepaid shipping label to return the defective item, and we will either refund or replace the item at no additional cost to you.

6. Late Returns
6.1 Late Returns Policy
If 30 days have passed since your purchase, we may not be able to offer you a refund or exchange. However, please contact us as soon as possible if you are unable to meet the 30-day deadline, and we will do our best to accommodate your situation.

7. Cancellations
7.1 Order Cancellation Requests
We strive to process orders quickly, and cancellations are generally not possible once an order has been placed. However, if you need to cancel your order, please contact us immediately at info@customluxurywatchess.com or call 387-856-5789. We will do our best to accommodate your request before the order is processed and shipped.

8. Gift Returns
8.1 Returning a Gift
If you received a gift from our store and would like to return it, please follow the same return process. You will need the order number and proof of purchase to initiate the return. If you are returning a gift without proof of purchase, we may offer you store credit or an exchange instead of a refund.

9. Customer Support
9.1 Contact Us
If you have any questions about our refund and returns policy, please don’t hesitate to reach out to us. Our customer service team is here to assist you:

Email: info@customluxurywatchess.com
Phone: 387-856-5789
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (PST)
We aim to respond to all inquiries within 1-2 business days.

10. Changes to the Refund and Returns Policy
10.1 Policy Updates
We reserve the right to modify or update this Refund and Returns Policy at any time. Any changes will be posted on this page, and the updated policy will take effect immediately upon posting. Please check this page periodically for the latest information.