Returns, Refunds & Warranty Policy

Please read this policy carefully before making your purchase. This policy applies in addition to your rights under the Australian Consumer Law.

Returns & Exchanges

Due to the nature of luxury timepieces, market volatility, and the pre-owned nature of many of our watches, we do not accept returns or exchanges for change of mind.

This includes, but is not limited to:

• Change of mind after purchase
• Buyer's remorse
• Incorrect sizing after purchase
• Market price changes or fluctuations
• Finding a similar item at a different price elsewhere
• A change in personal preference after purchase

However, if your item arrives damaged, defective, materially different from its description, or has an issue that may be covered under Australian Consumer Law or our 6-month limited movement warranty, please contact us so we can review the matter.

Damaged or Defective Items

If you believe your watch was damaged in transit, defective on arrival, or materially different from the description provided at the time of sale, please contact us as soon as possible at admin@tellthetimeco.com.

For transit damage or defects visible on arrival, please notify us within 7 days of delivery. Claims submitted outside this period may still be reviewed where required under Australian Consumer Law.

To submit a return or review request, please provide:

• Proof of purchase, such as a tax invoice or order confirmation
• Clear photographs and/or videos showing the issue
• A brief written description of the issue
• Photos of the packaging, if the item was damaged in transit

All claims must be submitted through our official contact channels.

Inspection Process

Once your request has been received, we will review the information provided and advise the next steps.

If the item needs to be returned to us for assessment, the watch must be returned in the same condition it was received, except for the issue being reported. It must include all original packaging, links, accessories, manuals, cards, documentation, tags, and protective materials supplied with the watch.

Once received, the watch will undergo an inspection to verify the reported issue.

We may decline a return, refund, exchange, or warranty claim where:

• The issue was disclosed to the buyer before purchase
• The issue was caused by misuse, negligence, accidental damage, impact, or improper handling
• The watch shows signs of wear or damage not present at the time of delivery or collection
• The watch has been opened, repaired, polished, modified, serviced, or tampered with by a third party without our prior written approval
• The issue relates to normal wear and tear, cosmetic condition, or general maintenance
• The claim relates to change of mind, buyer's remorse, sizing, or market price movement

6-Month Limited Movement Warranty

Unless otherwise stated in writing, eligible watches purchased from Tell the Time Co. include a 6-month limited movement warranty from the date of invoice.

This warranty covers unforeseen issues affecting the internal movement of the watch that were not identified or disclosed at the time of purchase.

If a covered movement issue arises during the warranty period, Tell the Time Co. will arrange for the watch to be assessed. If the issue is confirmed to be covered under this warranty, we will arrange the necessary repair at no charge.

What the Warranty Covers

Our 6-month limited movement warranty may cover:

• Internal movement faults not disclosed at the time of sale
• Mechanical issues affecting the watch's ability to run
• Mechanical issues affecting timekeeping beyond a reasonable tolerance for the age, model, and condition of the watch
• Unforeseen internal movement issues arising under normal use within the warranty period

What the Warranty Does Not Cover

This warranty does not cover:

• Cosmetic wear, scratches, dents, marks, bracelet stretch, clasp wear, crystal scratches, bezel marks, case wear, or leather/rubber strap wear
• Water damage or moisture damage, unless water resistance was expressly guaranteed in writing at the time of sale
• Damage caused by drops, knocks, impact, accidents, misuse, negligence, or improper handling
• Damage caused by magnetisation, shock, excessive force, or exposure to unsuitable conditions
• Normal servicing, regulation, maintenance, pressure testing, resealing, battery replacement, or general wear and tear
• Issues caused after the watch has been opened, repaired, polished, modified, serviced, or tampered with by a third party without our prior written approval
• Known faults, condition notes, or limitations disclosed to the buyer before purchase
• Loss, theft, or damage occurring after delivery or collection

Warranty Conditions

To make a warranty claim, the original invoice or proof of purchase must be provided.

The watch must not have been opened, repaired, polished, modified, serviced, or tampered with by a third party without our prior written approval.

The warranty applies only to the original purchaser named on the invoice and is not transferable unless agreed by Tell the Time Co. in writing.

If an issue arises, the customer should stop using the watch as soon as reasonably possible and contact us promptly. Continued use after a fault appears may cause further damage, which may not be covered under this warranty.

Warranty Claim Process

To make a warranty claim, please contact us at admin@tellthetimeco.com.

Please include:

• Your full name
• Invoice number
• Watch brand and model
• A clear description of the issue
• Photos or videos of the watch where relevant

Our team will review the claim and arrange the next steps for assessment.

Once the watch has been assessed, we will confirm whether the issue is covered under this warranty. If approved, Tell the Time Co. will arrange the necessary repair at no charge.

If the issue is not covered under warranty, we will provide an explanation and, where possible, offer a paid repair option before any work is carried out.

Return Shipping & Costs

For approved defective-item returns or approved warranty claims, Tell the Time Co. will cover reasonable assessment and repair costs.

Where an item is required to be returned for assessment, we will advise whether a prepaid return shipping label will be provided or whether the customer is required to arrange return delivery.

Unless otherwise agreed in writing, customers are responsible for safely packaging the watch for return transit.

If a claim is approved, Tell the Time Co. will cover standard return delivery within Australia.

If a claim is not approved, the customer may be responsible for return delivery costs and any non-warranty assessment or repair costs. These costs will be confirmed before any paid work is carried out.

Refunds

If a refund is approved following inspection, the refund will be issued to the original payment method within 7 business days.

Please note that processing times may vary depending on your financial institution or payment provider.

Shipping fees, transaction fees, and other associated costs may be non-refundable unless the refund is due to a verified defect, major failure, or other circumstance required under Australian Consumer Law.

Exchanges

Where stock is available, we may offer an exchange for the same or similar model.

If an identical or suitable replacement is not available, we will process the appropriate remedy in accordance with this policy and Australian Consumer Law.

Reservations, Deposits & Order Cancellations

Where a watch is reserved, held, or sourced specifically for a customer, any deposit or reservation payment may be non-refundable unless otherwise agreed in writing.

This does not limit any rights the customer may have under Australian Consumer Law.

Authenticity

Tell the Time Co. stands behind the authenticity of every watch we sell.

If a watch purchased from us is found to be materially inconsistent with the authenticity representation made at the time of sale, please contact us immediately so the matter can be reviewed.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time.

If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

This policy and our 6-month limited movement warranty are provided in addition to any rights and remedies available to you under Australian Consumer Law.