Refund policy

Last updated: August 2, 2026
This Returns & Refunds Policy applies to purchases made through Vittaro.
Vittaro is based in Zurich, Switzerland.
Nothing in this policy excludes, restricts or replaces any mandatory consumer rights available under the laws of the country or state in which you live.

  1. Return Period
    You may request a return within 90 calendar days after the day on which you, or a person designated by you other than the carrier, receives the item, in accordance with our Vittaro 90-Day Money-Back Guarantee.
    After notifying us of your decision to return an item, you must send it back without unnecessary delay and no later than 14 calendar days after the date on which you informed us of the return.
    For customers in the United States and other locations where a statutory cancellation right does not apply, this 90-day period is offered as a Vittaro contractual return benefit, subject to the conditions in this policy.

  2. European Union, EEA and United Kingdom Right to Cancel
    Customers in the European Union, European Economic Area and United Kingdom have a statutory right to cancel an eligible online purchase within 14 calendar days after delivery without providing a reason, which is fully respected by Vittaro. Our extended 90-day guarantee applies thereafter up to the full 90-day mark.
    To exercise this right, you must send us a clear statement confirming your decision to cancel before the cancellation period expires.
    You may notify us by emailing:
    contact@usevittaro.com
    You may also use the model cancellation form included at the end of this policy, although use of the form is not mandatory.

  3. Return Conditions & Complete Presentation Integrity
    To help us process your return and qualify for a full refund under our 90-Day Guarantee, the item and its complete presentation must meet strict integrity standards. Because Vittaro specializes in precision timepieces and collector items, the complete presentation packaging forms an integral part of the product's overall market value and authenticity verification.
    The returned product must be accompanied by literally all original components as delivered, in pristine, unaltered condition. This includes, but is not limited to:

  • The item itself, completely supplied as originally delivered to you.

  • Returned with its original serial number and reference number intact.

  • Free from damage, alteration, unauthorized sizing, or additional wear caused after delivery.

  • Returned with all supplied bracelet links, straps, clasps, hangtags, and accessories.

  • Returned with literally all original factory components, including all original factory protective plastics, films, the complete presentation box set (inner and outer boxes), papers, cards, manuals, and certificates of authenticity that were included.

  • Securely packaged to protect it during transportation.

For pre-owned watches, the item must be returned in the exact same condition in which it was delivered, without additional wear, scratches, damage, or alterations.
You may inspect an item in the same way that you reasonably would in a physical store. However, failing to return essential components—such as the original presentation box, certificates, protective films, or factory packaging—constitutes handling beyond what is reasonably necessary.
Where permitted by law, if any component (including packaging, papers, or protective elements) is missing, damaged, or discarded, Vittaro reserves the right to calculate and apply a proportionate financial deduction from the refund amount to reflect the proven reduction in the item’s resale value as a complete package. If core authentication documents or the presentation box are permanently missing, this reduction may reflect the substantial loss of the item's secondary market collectibility.
These requirements do not remove any mandatory right relating to faulty, damaged, incorrect, or misdescribed goods.

  1. Items That Cannot Be Returned
    The following items may not qualify for a change-of-mind return, except where mandatory consumer law provides otherwise:
    Items engraved or permanently personalised at your request
    Items made specifically to your individual specifications
    Gift cards or store-credit vouchers
    Items not purchased directly from Vittaro
    Items with removed, altered, obscured or mismatched serial numbers
    Items that are different from the product originally supplied
    Items damaged or materially altered after delivery
    A “final sale” description does not remove your rights when an item is faulty, damaged, incorrect, misdescribed or otherwise not in conformity with the sales contract.

  2. How to Start a Return
    Before sending any item back, contact us at:
    contact@usevittaro.com
    Your return request should include:
    Your full name
    Your order number
    The email address used during checkout
    The item you wish to return
    The reason for the return, where you choose to provide one
    Photographs if the item is damaged, defective or incorrect
    We will provide the appropriate return instructions and authorised return address.
    Do not send returns to our registered office unless we specifically instruct you to do so in writing.
    Our return authorisation process is used to identify and securely process high-value products. It does not remove or reduce any statutory right of cancellation.

  3. Change-of-Mind Return Shipping

    In accordance with Regulation 35(5) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers exercising their statutory right to cancel an online purchase are responsible for the direct cost of returning the item, provided this responsibility has been clearly communicated before the purchase is completed.

    Unless Vittaro agrees otherwise or applicable law requires us to cover the cost, you are responsible for the direct cost of returning an item because you changed your mind or no longer wish to keep it.

    High-value products must be returned using a trackable shipping service with insurance covering the full value of the item.

    You should retain your shipping receipt, tracking number and proof of insurance until your refund has been completed.

    The returned item remains your responsibility until it is delivered to the authorised return address, unless Vittaro arranged the collection or supplied the return shipping service.

    Do not use a return service that does not provide tracking and adequate insurance for the item’s value.

    This provision does not apply to faulty, damaged, incorrect, or materially misdescribed items, for which applicable statutory consumer rights remain unaffected.


  4. Damaged, Defective or Incorrect Items
    Please inspect your order promptly after delivery.
    Contact us as soon as reasonably possible if:
    The parcel or product arrived damaged
    You received the wrong product
    The product is materially different from its description
    The product appears defective
    An accessory expressly stated as included is missing
    Please retain the outer shipping box, labels, protective materials and all contents.
    We may request photographs of:
    The external package
    The shipping label
    The internal packaging
    The item
    Any visible damage
    Where the product is confirmed to be damaged, defective, incorrect or misdescribed, Vittaro will arrange or reimburse reasonable return shipping costs where required by applicable law.
    Do not arrange an unusually expensive return service without contacting us first, unless it is reasonably necessary to protect the item.

  5. Return Inspection
    Returned watches and accessories will be meticulously inspected to confirm:
    The identity, serial number and reference of the returned item
    The condition of the case, bezel, crystal, dial, movement and bracelet
    The presence of literally all supplied links, straps, boxes, papers, certificates, and protective films/plastics
    Whether the product has been additionally worn, damaged, altered or substituted
    Whether the returned item matches the product originally supplied
    We will not refuse a return merely because the customer carried out the reasonable inspection permitted by applicable consumer law. However, incomplete presentation kits or missing packaging elements will trigger proportional deductions as outlined in Section 3.
    Returns involving a mismatched serial number, substituted product or altered identifying information may be investigated.

  6. Refund Processing
    Approved refunds will be issued to the original payment method used for the purchase.
    We do not normally issue refunds to a different card, bank account or person.

European Union, EEA and United Kingdom Customers
Where a statutory cancellation right applies, we will process the reimbursement without unnecessary delay.
We may withhold the refund until:
We have received the returned item, or
You have provided evidence that the item was sent back
The refund will generally be completed no later than 14 calendar days after the returned item is received or evidence of return is provided, subject to applicable law.

United States and Other Customers
For voluntary returns outside a statutory cancellation regime, we will normally process an approved refund within 10 business days after the returned item has been received, inspected, and verified against our item integrity standards.
Your bank, card issuer or payment provider may require additional time to display the refund in your account. This additional processing time is controlled by the payment provider.

  1. Original Delivery Charges
    Where a European Union, EEA or United Kingdom statutory cancellation right applies during the initial 14-day statutory period, we will refund the original standard delivery charge where required by law.
    For returns requested during the extended 15 to 90-day guarantee window, original shipping and handling fees are non-refundable.
    If you selected a more expensive delivery option, such as express delivery, the additional amount above the least expensive standard delivery option offered will not normally be refunded.
    For voluntary change-of-mind returns in the United States and other jurisdictions, original delivery charges are non-refundable unless applicable law requires otherwise.
    Original delivery charges will be refunded when:
    Vittaro supplied the wrong product
    The product was materially defective upon delivery
    The product was materially different from its description
    Vittaro was unable to fulfil or deliver the order

  2. Customs Duties and Import Taxes
    Taxes, duties or import charges collected directly by Vittaro will be refunded where required by applicable law.
    If you paid customs duties, import taxes or brokerage fees directly to a customs authority, shipping carrier or third-party broker, those amounts may not be held by Vittaro.
    You may need to contact the relevant authority or provider directly to request reimbursement.
    When returning an international order, follow the carrier’s customs instructions and identify the shipment as returned merchandise where permitted.

  3. Exchanges
    Exchanges are subject to product availability.
    Because many watches are individually identified, limited, discontinued or available as a single unit, we cannot guarantee that the same model or configuration will remain available.
    We may ask you to return the original item for a refund and place a separate order for the replacement item.

  4. Order Cancellations Before Dispatch
    To request cancellation before dispatch, contact us immediately at:
    contact@usevittaro.com
    We will make reasonable efforts to stop the order.
    However, cancellation cannot be guaranteed after the order has entered payment verification, security review, preparation, authentication or carrier collection.
    If the order has already been dispatched, you may use the applicable return or statutory cancellation procedure after delivery.

  5. Unfulfilled or Delayed Orders
    If we become unable to dispatch an order within the timeframe stated during checkout or in the order confirmation, we may contact you with a revised estimated dispatch or delivery date.
    Where required by applicable law, you will be given the option to accept the delay or cancel the unshipped order for a full refund.
    If we cannot fulfil an order, we will cancel it and refund all amounts paid for the unshipped product, including any applicable shipping, handling and insurance charges.
    For orders covered by United States FTC rules, sellers must have a reasonable basis for advertised shipping times and must offer cancellation and a prompt refund when the promised shipping timeframe cannot be met and the customer does not accept the delay.

  6. Faulty Goods and Statutory Rights
    This return policy is separate from any statutory guarantee, conformity right or legal remedy that may apply when goods are faulty, damaged, misdescribed or do not conform to the sales contract.
    Depending on applicable law, you may be entitled to:
    Repair
    Replacement
    A price reduction
    Cancellation
    A full or partial refund
    Nothing in this policy limits any consumer right that cannot legally be excluded or restricted.

  7. Customer Support Availability
    Our customer support team operates from Monday to Friday.
    We do not provide customer support on Saturdays or Sundays.
    Messages received during the weekend will remain in our support queue and will be reviewed from the next business day.
    Public holidays may also affect response times.

  8. Contact and Company Information
    Store name: Vittaro
    Location: Zurich, Switzerland
    Customer support email:
    contact@usevittaro.com
    Do not send returns to the registered office without receiving written return instructions from our customer support team.

Model Cancellation Form
Complete and send this form only if you wish to cancel an eligible contract. You may copy the information below into an email.
To:
Vittaro
Zurich, Switzerland
Email: contact@usevittaro.com
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Product:
Order number:
Ordered on:
Received on:
Name of customer:
Address of customer:
Signature of customer:
Only required if this form is submitted on paper.