Returns, Warranty & Repairs

Your watch should suit you and work properly. Would you like to return your order, report a problem, or request service? Below, you’ll find instructions on what to do and what you can expect from us. This information applies to purchases made by individual consumers through our online store starting in August 2026.

Please include a completed return form with every shipment. This applies to regular returns, warranty claims, and repairs. Place the form in the packaging with the watch.

Download the return form

What is covered by the warranty? My watch is broken. What should I do? How can I return my watch?

Warranty

You don’t have to decide in advance whether it’s covered by the warranty.

1. Did you receive your watch defective or damaged?

That’s unfortunate. Please report it to us and describe what you’ve noticed. If possible, include the order number, brand
, and model. A photo or short video may be helpful. If the watch may be defective, please stop using it
and, in case of shipping damage, keep the packaging as well.
You can report a defect even after the cooling-off period has ended. The deadline for returning your purchase is not the same
as your right to a defect-free product.

2. Statutory Warranty

You can expect your watch to perform as intended under normal use. You have a 2-year warranty. Horlogeoutlet remains your point of contact, even if we involve a manufacturer or
service center.

The warranty does not cover:

Damage to the watch strap
Damage to the watch crystal
Damage to the watch caused by a fall or impact
Water damage caused by drops or impacts and leaving the crown open

3. Additional brand or manufacturer warranty

You can find information about the applicable extended warranty on the product and in the included documentation. This warranty may not limit your
statutory rights. Even after a manufacturer’s warranty has expired, you may still be entitled to
a free solution.

4. We assess the cause, not just the component.

A band, glass, clasp, or crown is not automatically excluded. A part that breaks prematurely due to normal use
is different from damage caused by a fall or ordinary wear and tear.

5. How do we evaluate the complaint?

We’ll look into what isn’t working properly and why. Normal wear and tear, as well as damage caused by demonstrable misuse (
), may not be covered by the warranty. Is a technical investigation needed? If so, we’ll take care of it. We’ll explain the results of the investigation (
), the rationale behind them, and the possible solution to you.

6. What if a free repair isn’t possible?

In the case of a statutory warranty, we will discuss another appropriate solution. Depending on the situation, this may
involve a replacement, a price reduction, or cancellation of the purchase. We do not simply refer you to
the manufacturer.

7. You disagree with the evaluation

Please reply to our message and include your case number. Explain why you disagree and send any
additional information. We’d be happy to work this out with you!

Sending a Watch in for Repair

First, find out what’s going on and how much it will cost.

Is your watch broken? If so, please contact us. We’d be happy to help!
We always have repairs done by the manufacturer.

How much do you pay?

The complaint is covered by the warranty— no inspection fees, repair costs, or necessary shipping costs.
Out of warranty, with repair— €25 diagnostic fee (including VAT), the approved repair price, and the shipping costs agreed upon in advance.
Out of warranty, no repair— €25 for the pre-agreed inspection and any agreed-upon return shipping costs. If you pick up the item, those shipping costs are waived.

Paid repair? First, we’ll send you a detailed quote; then, once you’ve approved it and made payment, we’ll get started. Any amount you’ve already paid won’t be charged twice. Not sure if your issue is covered by the warranty? Just let us know about the problem. You don’t need to figure that out on your own beforehand.

How does the repair process work?

Register and Send It
Report the issue to our customer service department. You will receive shipping instructions and information about any applicable fees. Send the watch carefully packaged, along with the completed return form. Upon receipt, we will register it, and
we will review the complaint.
Study: When Does the €25 Apply?
For out-of-warranty inspections, we charge €25 (including VAT) per watch. Before the inspection, we’ll discuss
when these fees are due and ask for your approval. Simply sending in a watch does not constitute
consent for paid work. We do not make a potential legal warranty claim contingent on a standard advance payment. If you explicitly instruct
to perform paid repairs outside the warranty, we can agree in advance on payment of the €25
. If the issue is covered by warranty, the inspection is free of charge. We will refund any amount already paid as soon as this is determined.
First, the results and a complete quote:
. If the device is out of warranty, you’ll receive an explanation of the findings and a quote detailing the work to be done,
, the repair cost, inspection fees, and the agreed-upon shipping costs. All amounts include VAT. The €25 is a separate fee in addition to the repair cost. Any amounts you’ve already paid are listed separately.
Inspection and Return
After the repair, we’ll inspect the watch and let you know when it’s ready to be returned. You’ll receive the shipping details. We’ll also let you know if a water resistance test was performed and what the result was. Is this a warranty claim? If so, the standard service fee does not apply: the repair and any necessary shipping are free of charge.

Returning Your Purchase

What to do and when, and when you’ll get your money back.

How long is your cooling-off period?
You can cancel the purchase for any reason up to and including 14 days after the day you received the watch
. You may also notify us of this before delivery. Are the products from a single order being delivered separately? In that case, the date you receive the last product applies. If the last day of the legal cooling-off period falls on a weekend or a
official holiday, it extends to the next business day.Holiday policy: If you receive your order in November or December, you have 30 days after receipt to cancel the purchase.
This is how you cancel the purchase
Use ‘Cancel purchase’ or email info@horlogeoutlet.nl. State your name and which order or watch you are returning. An order number helps. Another clear explanation is also acceptable; a reason or
Prior consent is not required.
After your notification, you have 14 days to return the product. The shipping date counts, not the date the package arrives at our premises. Example:
You’ll receive the watch on October 1 and report the return on October 15. Then you’ll send it back no later than October 29
October. Keep the shipping receipt.
Trying it on is fine; wearing it every day is another matter
You may examine the watch and try it on carefully, just as you would in a store. Leave labels and protective film in place whenever possible, and preferably wait to adjust the strap. If you use it more than is necessary to evaluate it, we may deduct the actual depreciation from your refund. We can provide evidence of this. An opened box or a removed label does not automatically void your right to return the item.
When will you get your money back?
We will issue a refund no later than 14 days after you notify us of your cancellation. We may wait until we have received the watch or
proof of return, whichever comes first. For a full return
, we’ll also refund the original standard shipping costs; however, we won’t refund any surcharge for a more expensive shipping method. For a partial return, you’ll be responsible for the original shipping costs.You’ll receive your refund via the same payment method, unless we agree otherwise. There’s no charge for this. We’ll confirm once we’ve processed the refund.
Exchanges, special offers, and pre-owned watches
Would you prefer a different model? Return your purchase and place a new order. Discounted and pre-owned watches purchased online are also covered by the statutory cooling-off period.