Refund and Return Policy

Your 14-Day Return Period

You have 14 calendar days from the delivery date to ask for a return. If you picked the watch up from our showroom, the 14 days start on the day you collected it. The clock starts on the delivery date shown by the courier, not the order date. We can’t accept a request made after day 14.

Check Your Watch Within 48 Hours

Open the package and look at the watch over as soon as it arrives. Contact us within 48 hours if:

• The watch is damaged. 
• You received the wrong reference or the wrong watch. 
• The box, papers, warranty card, or an accessory is missing. 
• The watch does not run correctly or does not match the listing. 

Send us photos of the watch and the packaging in that first message. This helps us settle the problem fast and lets us file a claim with the courier if the damage happened in transit. Reporting a fault after 48 hours makes it much harder for us to prove where the fault came from. 

What Condition the Watch Must be in

WatchMaestro can only take a watch back if it comes to us the same way it left us. That means:

• Unworn: Protective stickers, plastic film, and hang tags still on the watch. 
• Bracelet not Sized: No links removed, no strap cut, no clasp adjusted. 
• No Work Done to it: No polishing, servicing, engraving, battery swap, or repair by anyone else. 
• Full Set Returned: Original box, outer box, papers, warranty card, tags, extra links, and every accessory we sent. 

Please don’t wear the watch until you are sure you are keeping it. Even one day on the wrist usually leaves marks on the case or clasp, and marks like that end the return. If the watch reaches us worn, sized, altered, or short of parts, we can’t refund it. We will tell you what we found, send you photos, and ship the watch back to you at your cost. 

How to Start a Return

Step 1: Email info@watchmaestro.com or send a WhatsApp message to +971 58 2257400. Include your invoice number, the watch reference, and why you want to return it. 

Step 2: We reply within one business day. If your return qualifies, you get written approval, a return reference number, and the address to ship to. 

Step 3: Pack the watch with the full set, write the return reference on the outside of the parcel, and send it with an insured courier. Or bring it to the showroom in person. 

Don’t ship a watch to us before you have written approval. Parcels that arrive without a return reference get refused and sent back. 

How to Send the Watch Back

You have two options:

1. By Insured Courier: Use a tracked service and insure the parcel for the full price you paid. Declare the watch honestly on the customs paperwork. Send us the tracking number the same day you ship. 
2. In Person: Bring the watch to our showroom in Concord Tower, Dubai Media City. We are open Monday to Friday from 11:00 to 20:00 and Saturday from 11:00 to 18:00. Bring your invoice. 

WatchMaestro is not responsible for a watch that gets lost, stolen, or damaged on its way back to us. That’s why insurance is important. We recommend a courier that handles high value goods, such as FedEx, DHL, or Brinks. 

Who Pays for Return Shipping

We pay when the problem is ours:

• We sent the wrong watch.
• The watch has a fault we did not disclose. 
• The watch arrived damaged. 

In those cases, we arrange the pickup and cover the courier and insurance cost. You pay when you simply change your mind, no longer want the watch, or pick the wrong size. You cover the return courier and the insurance. 

Are you shipping to another country? Any import duty, VAT, or customs fee is yours to pay, both on the way out and on the way back. We can’t predict what your country will charge, and we can’t refund duties you already paid to your custom office. Check with your local customs office before you order if you are unsure. 

How Luxury Watch Refunds Work

Here is what happens after your luxury watch reaches us:

1. We Check it: Our watchmaking partner “ChronoStreet” inspects and authenticates the watch, which usually takes 3 business days. 
2. We Approve or Decline: You get an email either way. A decline always comes with photos and a written reason. 
3. We Refund You: Approved refunds go back to your original payment method within 7 to 14 business days. 

It is important to know:

• Card payments are refunded to the same card. We can’t pay a card purchase out in cash. 
• Bank transfers go back to your account the money came from. 
• Cash purchases made in the showroom are refunded by bank transfer to the buyer’s own account. 
• Your bank may need a few extra days to post the money to your statement. 
• We don’t charge a restocking fee. 

If 14 business days have passed since we told you the refund was approved and you still don’t see it, email info@watchmaestro.com with your invoice number and we will chase it. 

Exchanges

You can swap an eligible watch for another piece from our stock inside the same 14-day period. Tell us which reference you want. If the new watch costs more, you pay the difference. If it costs less, we refund the difference to your original payment method. 

If nothing in stock suits you right now, ask about our trade and consignment services instead. Trade lets you put your watch toward a different piece later. Watch consignment lets us sell it for you and you get a stronger price than a straight buyback.

Watches and Services We Can’t Take Back

• Special Orders and Search Requests: Watches we sourced from you from our dealer network.
• Consignment Pieces: Watches we sell for a third-party owner. 
• Vintage Watches: Age-related wear on a vintage piece is normal and is not a fault. 
• Opened Accessories: Straps, winders, and cases that have been used or unsealed. 
• Completed Work: Servicing, repairs, polishing, and battery changes we have already carried out. 
• Any Watch that has been worn, sized, engraved, or altered. 

Canceling an Order

Have you not received the watch yet? Just contact us. You can cancel any order free of charge before it ships, and we refund the full amount to your original payment method. Once the watch is on its way, the 14-day return process above takes over. 

We may also have to cancel an order ourselves, usually because the luxury watch sold in the showroom first or a sourcing deal fell through. If that happens, you get every dirham back. Our liability is limited to the amount you paid us. 

Warranty is Separate From Returns

A return is you sending a watch back for your money. A warranty claim is us repairing a watch you are keeping. They are two different things. Every pre-owned watch we sell or service comes with a 1-year limited warranty from the date of purchase. It covers mechanical faults in the movement.

It does not cover scratches, dents, water damage, crystal damage, worn straps, or anything caused by an accident or by opening the watch yourself. Vintage watches are excluded. Full terms are on our warranty page. A warranty repair does not restart or extend your 14-day return period.

Your Rights Under the Law

This policy adds to your legal rights. It does not replace them. Buyers in the UAE keep every right given by the UAE Federal Law No. 15 of 2020 on Consumer Protection. Buyers in the European Union and the United Kingdom may also have a statutory right to cancel a distance purchase within 14 days of delivery. Where the law gives you more than our policy does, the law wins.