Refund policy
Presale & Preorder Terms
All orders placed during a presale or preorder are part of a made-to-order production process.
Once the presale period has ended and production has commenced, orders become final and cannot be cancelled or modified. Payments made during this phase are locked, as they are used to initiate and fund production.
Cancellations
During the 14-day withdrawal period, you have the right to cancel your order without giving any reason.
If you choose to exercise this right, any costs already incurred in relation to payment processing and administration will be deducted from the refund. These costs are the responsibility of the customer.
Return Address
Approved returns should be sent to:
2e Daalsedijk 125
3551 EE Utrecht
The Netherlands
Return Shipping
Return shipping costs are the responsibility of the customer unless agreed otherwise. We recommend using a tracked and insured service, as the return shipment remains your responsibility until received by us.
Damages & Issues
Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us within 48 hours so we can resolve the issue promptly.
Non-returnable items
We do not accept returns for:
- Worn or used items
- Custom or personalized products
- Gift cards
Exchanges
The fastest way to exchange an item is to return it and place a new order once your return has been approved.
EU Right of Withdrawal
If your order is delivered within the European Union, you have the legal right to withdraw from your purchase within 14 days of delivery, without giving a reason.
You must notify us within this period. After notification, you have an additional 14 days to return the item. The same return conditions apply as stated above.
Refunds
Once your return has been received and inspected, we will notify you of the approval.
If approved, your refund will be issued to the original payment method within 10 business days. Please note that processing times may vary depending on your payment provider.
Original shipping costs, import duties, and taxes are non-refundable. If applicable duties or taxes are unpaid and the shipment is returned, any resulting costs may be deducted from the refund.
Questions
For any questions, feel free to contact us at:
info@serowatchcompany.com