Return, Warranty, and Cancellation Terms

Welcome to Exaequo Melting Watch. Transparency, precision, and customer satisfaction are at the core of our business philosophy. Below are the legal terms and operational procedures governing the right of return, order cancellations, and warranty applications on our products, in compliance with current Swiss regulations and international customer service standards.

1. Return and Order Cancellation Policy

As a Swiss company producing and distributing precision and design items, we apply a restrictive sales policy regarding discretionary returns.

• It is not possible to return goods or request a refund due to a simple change of mind (buyer's remorse) or for order cancellations after shipment/delivery.

• Returns are exceptionally authorized and allowed only if the product, at the exact moment of arrival and unpacking, is non-conforming, defective, or damaged.

The cases included in this exception are:

• Structural or manufacturing defects obvious from the very first use.

• Shipping damage (e.g., broken product, damaged glass, missing parts).

• Cosmetic imperfections present prior to delivery (e.g., scratches on the case, dial, or strap).

Please Note: Any damage, breakage, or scratches caused by improper use, negligence, or subsequent wear and tear after delivery will not be considered valid for return acceptance.

2. Legal Warranty on Manufacturing Defects

All Exaequo Melting Watch timepieces are covered by an official two (2) year warranty against any manufacturing defects or original lack of conformity.

• The warranty exclusively covers the restoration or replacement of components that prove to be defective at source due to a manufacturing defect.

• The warranty does not cover accidental damage, impact damage, exposure to chemical or unsuitable agents, unauthorized repair attempts, or normal wear and tear (e.g., strap wear or battery consumption).

3. Shipping Costs and Customs Duties

In order to ensure clear and fair logistics management, transport costs are allocated as follows:

• Shipping to our warehouse: Shipping costs for sending the defective watch from the customer's address to our technical service center are at the expense of the customer. The customer is free to choose the express courier or postal service they find most convenient and secure.

• Shipping to the customer: Once the defect is verified and the repair or warranty replacement is completed, the return shipping costs from our warehouse to the customer's address are entirely covered by our company.

• Duties and Customs Taxes: The return procedure for repair/replacement is managed according to specific Swiss and international customs regulations for goods in temporary transit. Consequently, the customer will not have to pay any customs duties or taxes again upon redelivery of the watch.

4. Operating Procedure for Sending a Defective Watch

To activate a repair/replacement request under warranty or to report a product that arrived damaged, the customer must strictly follow these steps:

1. Email Notification: Send a written communication to the official email address: info@exaequo-meltingwatch.com. In the email, you must:

   • State the order number and buyer's information.

   • Explain in detail the nature of the defect or damage found.

   • Attach clear, detailed photographs showing the scratch, breakage, or malfunction beyond doubt.

2. Wait for Confirmation: Our Customer Service team will review the submitted material as quickly as possible. The customer must wait for our formal email confirmation containing the return authorization and the exact address of the destination warehouse. Please do not ship anything before receiving this confirmation.

3. Shipping the Goods: Once approval and the correct address are received, the customer can proceed to arrange the shipment with their preferred courier. We strongly recommend using a trackable and insured shipping method, as the company is not liable for loss or further damage sustained by the goods during transport to our offices.