Refund policy

MONTRES NORQAIN SA

Return Policy

Valid from 01 January 2026

Our Commitment

At NORQAIN, we want you to be completely satisfied with your online purchase. Beyond your statutory rights, we offer a 30-day commercial return window on all eligible products purchased via our website. This policy applies to online orders only. Purchases made in authorised retail locations are governed by separate terms.

Our 30-day return window exceeds the statutory 14-day minimum required by EU and Swiss consumer law, which is automatically covered within this policy.

30-Day Return Window

You have 30 days from the date of delivery to request a return. To be eligible, your item must be:

– Unworn and unused

– In its original condition with all tags attached

– In its original packaging, including all protective wrapping and documentation

– Accompanied by the warranty certificate and proof of purchase (accepted: order confirmation email, account purchase history, original receipt, or bank/card statement)

Items that do not meet these conditions will not be accepted for return.

How to Start a Return

Contact us at sales@norqain.com before sending anything back. Returns initiated without prior authorisation from NORQAIN will not be accepted.

Once your return request is approved, we will provide you with instructions on how and where to send your package.

Return Shipping

Return shipping costs depend on the product category:

– Watches: NORQAIN will provide a prepaid return shipping label at no cost to you.

– Straps, accessories, and merchandise: return shipping costs are the responsibility of the customer.

Damages and Incorrect Items

Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately at sales@norqain.com with your order number and photos of the issue. We will resolve the matter as quickly as possible.

Exchanges

We do not process direct exchanges. To get a different product, please return your eligible item within the 30-day window and receive a full refund of the original purchase price. You may then place a new separate order for the product you want. The standard return conditions apply.

Refunds

Once we have received and inspected your return, we will notify you of the outcome by email. If approved, your refund will be processed within 30 calendar days to your original payment method. Please allow additional time for your bank or card provider to post the credit to your account.

If 30 calendar days have passed since your return was approved and you have not received your refund, please contact us at sales@norqain.com .

Non-Eligible Items

The following are not eligible for return:

– Personalised or customised products, including engraved NORQAIN plates

– Products showing signs of wear, use, or damage caused after delivery

– Products returned without original packaging, tags, or documentation

– Products purchased from unauthorised third-party resellers

Your Statutory Rights

This return policy is offered in addition to, and does not affect, your statutory rights. If you are a consumer resident in Germany and purchased via our website, you may also exercise your legal right of withdrawal (Widerrufsrecht) within 14 days of delivery via our dedicated page: norqain.com/pages/widerrufsrecht. As our commercial return window of 30 days exceeds this statutory minimum, both rights are covered under this single policy.

For all other statutory consumer rights applicable in your country of residence within the European Union, please refer to our General Terms and Conditions.

Questions?