The Time Avenue: Returns & Exchanges Protocol

At The Time Avenue, we are committed to delivering excellence. Our return policy is designed to maintain the highest standards of watchmaking integrity while providing a secure and transparent process for our clients.

1. 7-Day Precision Window

We provide a 7-calendar day inspection period from the date of confirmed delivery. Any request for a return or exchange must be formally initiated within this timeframe to address defects or shipping errors.

Note: To maintain the exclusivity of our inventory, requests made after this 7-day window will not be eligible for processing.

2. Eligibility & Condition Standards

To ensure every timepiece remains in showroom condition, returns are only accepted for mechanical defects, shipping damage, or incorrect items. The watch must meet these strict criteria:

  • Pristine Condition: The watch must be entirely unworn and free of any marks, scratches, or strap creasing.
  • Intact Security Seals: All protective films, factory stickers, and The Time Avenue security tags must be undisturbed. Removal of any factory plastic immediately voids the return.
  • The Complete Set: You must return the full original presentation, including the inner and outer boxes, manuals, warranty cards, hang tags, and any spare links.

3. Mandatory Unboxing Documentation

To protect your purchase and ensure a fair claim process, we require a Mandatory Unboxing Video:

  • The video must be a single, continuous, uncut shot.
  • It must show the unopened shipping package (with the label visible) and the entire process of revealing the timepiece and any claimed defect.
  • Claims submitted without this video evidence cannot be processed.

4. Non-Returnable (Final Sale) Items

Certain items are exempt from our return policy to protect the bespoke nature of our collection:

  • Customized Timepieces: Any watch that has been engraved or specially modified.
  • Sized Bracelets: Watches where links have been removed or straps adjusted.
  • Clearance Items: Any product marked as “Final Sale” at the time of purchase.

5. Authorization & Secure Transit

  • RMA Requirement: You must contact our support team to receive a Return Merchandise Authorization (RMA) before shipping.
  • Shipping & Insurance: The client is responsible for return shipping costs. Packages must be fully insured for the purchase value and sent via a traceable, signature-required courier.
  • Inspection & Restocking: All returns undergo a multi-point inspection. A restocking fee of up to 5% may apply for administrative processing and rigorous quality re-certification.
  • Refunds: Approved claims are credited to the original payment method within 7-10 business days.