Refund & Return Policy

Refund & Return Policy

Last updated: November 2025
At Carriage Hill & Co., we take pride in the craftsmanship and quality of our timepieces. If your order does not meet your expectations, this Refund & Return Policy explains the conditions under which returns, exchanges, and refunds may be processed.

1. Eligibility for Returns

We accept returns under the following conditions:

• The item is unused, unworn, and in original condition.
• All protective films, tags, booklets, and accessories are intact.
• The item is returned in its original packaging, including the presentation box.
• The return request is made within 14 days of delivery (or the timeframe required by your local regulations).

Items showing signs of wear, damage, alteration, or improper handling may not be eligible for return.

2. Non-Returnable Items

For hygiene, safety, and quality control reasons, the following items cannot be returned:

• Watches or accessories that show visible wear or scratches
• Items damaged after delivery
• Final-sale or clearance items (if clearly marked at purchase)
• Customized or engraved products
• Gift cards

If an item is returned and does not meet return standards, we may ship it back to you.

3. Return Process

To initiate a return:

1. Email support@carriagehillco.com with your order number and reason for return.
2. Our team will provide return instructions and a return authorization (if applicable).
3. Carefully package the item to prevent damage during transit.
4. Ship the product using the instructions provided.

Returns sent without prior contact may experience processing delays.

4. Return Shipping Costs

• Customers are responsible for the cost of return shipping, unless the item arrived damaged or incorrect.
• Return shipping fees are non-refundable.
• We recommend using a trackable and insured shipping method, as Carriage Hill & Co. is not liable for returns lost in transit.

5. Inspection & Approval

Once we receive your returned item:

• Inspection typically takes 3–5 business days.
• If approved, we will notify you by email.
• If the item does not meet return conditions, we will notify you and arrange a return shipment back to you.

6. Refunds

When a refund is approved:

• Refunds are issued to the original payment method.
• Depending on your bank or card provider, the refund may take 5–10 business days to reflect.
• Shipping fees, customs duties, or import taxes are not refundable, unless required by local law.

If your refund appears delayed, contact your bank or payment provider to check the processing status.

7. Exchanges

We accept exchanges for:

• Defective items
• Incorrect items received
• Unworn items that meet return eligibility

Exchanges depend on product availability. If the requested model is unavailable, we will process a refund instead.

8. Damaged or Defective Items

If your order arrives damaged or defective:

1. Email support@carriagehillco.com within 48 hours of delivery.
2. Include photos or a video of the issue.
3. Do not attempt repairs, modifications, or battery replacements, as this may void eligibility.

We will arrange a replacement or repair depending on the nature of the issue.

9. Warranty Claims

Warranty coverage is outlined separately under our Warranty Policy.
Warranty claims should follow that dedicated process and are not handled through the standard returns workflow unless advised by our team.

10. Items Not Received

If tracking shows your package as delivered but you did not receive it, please refer to our Shipping Policy.
Refunds cannot be issued for orders marked as delivered by the carrier unless we are able to recover the package or confirm an error.

11. Contact Us

If you have questions about this Refund & Return Policy or need help with a return, contact us:

Carriage Hill & Co.
347 Fifth Avenue, Suite 1402
New York, NY 10016, USA
Email: support@carriagehillco.com