Shipping policy
All prices stated on our website excludes customs, taxes or VAT as well as any courier handling fees.
Check out this website to get an idea of what estimated customs fees in your country might look like: https://www.simplyduty.com/import-calculator/
Buyers are responsible for any Duty/VAT/GST charges for their own country, which may vary according to each country’s legal and taxation structure. In the event you choose not to receive the item, it will be destroyed by local customs and no refunds will be given.
Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. We strongly suggest that you contact your local customs office for current charges before your order, so you are not surprised by charges you were not expecting.
We cannot falsify customs documents by marking orders as gifts or declare a lower value for the item. However, for pre-order items or crowdfunding campaign, the declared value will be based on the lowest preorder price for all items.
We aim to dispatch your order within 24 business hours of verification, though this may vary depending on the current workload of our warehouse. UPS/FedEx/DHL pledges worldwide delivery within 5 business days.
However, holidays and/or other circumstances outside of our control might interfere and/or delay shipments. In areas where our carriers do not deliver, we reserve the right to use alternative carriers or refund the order.
Once the order is confirmed, you will first receive an order confirmation via email. Once the item has been shipped, another email with the tracking link will be sent, to allow you to track your package’s journey.
All our shipments are shipped with tracking and insurance but not for full retail value. We reserve the right to cancel order instead of replacing the item. This will typically require a reasonable waiting period before considering a shipment as lost in transit, based on location and time of year. Filing for lost parcel can take some time and we would require a physical/digital proof that the claim has been lodge and states that customer did not receive the item.
Lost package claims may be investigated by carriers, and fraudulent claims may be prosecuted.
We cannot and do not take responsibility for packages which are stolen after being marked as delivered, or packages lost by couriers after attempting to make delivery, but were unable to gain access to your delivery location. Please be sure to consider this when providing your shipping address.
If you believe your order has been lost or stolen after delivery was made or attempted, please contact your local post office with your tracking number, and inquire with your friendly neighbours.
Returns and exchanges
RZE is committed to offering a 14 Day Free Return Policy if you are not completely satisfied with your purchase. Once 14 days has elapsed since the delivery of your watch, we are unable offer refunds or exchanges.
For bags, straps, accessories and other adventure gear, please contact support@rzewatches.com to begin a return. To be eligible for a return you must initiate a return within 14 days; all bags, straps, and other adventure gear must be returned in new, unused condition.
Please note RE-VERIFIED watches are NOT eligible for the 14 Days Free Return Policy.
With Trytanium, we offer a 14 Day, No Questions Asked, return policy. Feel free to remove the stickers, size your bracelet and try your watch; unless there are signs of abuse or intentional damage, you can fill out this form to initiate a return. Please note, we require your order numbered and may request a receipt or proof of purchase to process your return. Please review our Trytanium page for additional information regarding our return policy.
Free gifts are non refundable.
Only items that have been purchased directly from RZE can be returned to RZE. RZE products purchased through other retailers and stockists must be returned in accordance with their respective return & refund policies.
Original shipping charges and import duties are non-refundable and you are responsible for the charges of the return shipping. We recommend using a trackable shipping service or purchasing shipping insurance as your return will not be processed until we receive your item(s). We don’t guarantee that we will receive your returned item.
*International customers, please be aware that any return shipping duties/taxes charged to rzewatches.com will be deducted from the refunded amount.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@rzewatches.com
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will automatically be applied to the original method of payment, within 10 working days after we receives your return. Please allow some time for the refund to be reflected in your statement.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank as there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@rzewatches.com
WARRANTY
The RZE warranty covers any defect in material quality or workmanship that may occur with normal and reasonable use (ie: no coverage for water damage, damage due to misuse or negligence) during the warranty period. In these cases, RZE will cover the costs of repair/replacement of the product(s) and/or parts of products that prove to be defective under normal and reasonable use. For warranty/service claims, customer is responsible for postage to RZE Service Centre in Singapore. The warranty period is valid through 24 months after the date of purchase.
This warranty does not apply to any costs, repairs, or replacements for repairs necessitated by use other than normal and/or reasonable use, cosmetic damages caused by normal wear and tear, any damages that may arise after any unauthorised work is attempted and conditions/malfunctions/damage not resulting from defects in material or workmanship.
The warranty does not cover routine service or maintenance which may be required within the warranty period, including but not limited to demagnetization, or adjustments for accuracy resulting from the watch suffering an impact which affects the balance.
We recommend our customer to carefully inspect their RZE product before altering its condition by unwrapping and wearing it. If you find something wrong with your watch, let us know as soon as possible so we can fix the problem sooner than later.
For any other issues, don't hesitate to contact us at support@rzewatches.com
For Product Warranty Registration CLICK HERE
REPAIRS
The process of repairs and return of your watch takes about an estimated 8-14 weeks. The repairs may be delayed should there be any other circumstances which might interfere and/or delay the repairs and the shipment. We will always update you on the process accordingly.
A return shipping, handling and servicing fee of $25 will apply to all warranty services and will be borne by the customer.
Should the defect be deemed to be (external) wear, the customer will be subjected to the cost of the part (i.e. Crystal, Case, Dial) on top of the $25 service fee.
RZE Warranty does not cover watches and any accessories not purchased directly from our website or authorised stockists.