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Free delivery Watches above £ 44

Returns & exchanges policy

At mastersintime.ca we do our utmost best to offer you a good shopping experience. If by chance - for whatever reason - you are not entirely satisfied with the product you have purchased, you can return it - free of charge - within 30 days after receipt.

You can use our Return your parcel service for the free return of the ordered products. Look below for conditions. These regulations exist independently and they don't restrict your legal right to cancel.

If you do not wish to make use of this free service offered by us, you are in principle responsible for the payment of the direct costs of returning the product, unless we have indicated in advance that you do not have to bear these costs.

How to use our Free 30 day Return and Exchange Service

Please follow the following steps to use our Free returns and Exchanges Service.

We remind you that using this service does not limit your legal right to cancel.

Free Returns/Exchange Service

Return product(s) for a refund

Return product(s) for an exchange

Return product(s) for repair

Preclusions from right of withdrawal/returns

1. Return product(s) for a refund

Return products free of charge with Return Your Parcel within 30 days after purchase. 

How does it work?
1. Log in at our orderservice page
2. Download the returns form*, and add the filled out form to your parcel. Please indicate you would like to be refunded.
3. Download the returns label and follow the instructions in the pdf
4. Take your parcel to your local post office or postal agency.

We kindly ask you to consider the following conditions with your return:

  • You have a cooling-off period of 30 days from the day you received the product.
  • Return the product within 14 days of your cancellation.
  • Download our return form* and your free return label (within 30 days of receipt) on the Orderservice page.
  • Watches and clocks must be returned in the original brand packaging.
  • All additional products delivered (including, for example, free gifts) must be returned. In the absence of an additional product, the full amount will not be refunded.
  • Products cannot be worn and need to be in complete new state
  • Appropriate labels must be intact (if reasonably possible).
  • Include the guarantee certificate / booklet.

Processing time and refund

  • When a product has been returned for a refund, we will credit you the full amount (the initial shipping costs) as soon as possible and no later than 14 days. We will process refunds as soon as possible after you have indicated that you wish to return the product to us.
  • If we do not receive the return within 14 days after your report, the refund will be made at the moment that we have actually received the product back or at the time that you can prove to have actually sent the product to us.
  • Products returned via our Free Return Service are processed by an external e-commerce fulfillment company based in Almere. This means that your returned product will be processed for refund in Rotterdam circa 5 working days after the date on your delivery receipt.
  • Refunds are made through the same payment method used for the settlement of the order. So: if you have paid with credit card, we will refund the amount to your credit card account.
  • In case Watch.nl/Holland Watch Group B.V. has made a mistake with your order, we will also reimburse any return costs.
  • If the product that has been returned to us is damaged, additional costs may be charged.

Please do not send your free return parcel directly to our offices in Rotterdam. This Free Return Service only applies to products sent with a free return label to our address in Almere.

Free extra products

If your order came with a free of charge extra product, please do not forget to also return this product. If you do not return this product, the retail value will be deducted from your refund/exchange value.

2. Terugsturen product(en) en ruilen voor een ander product

Stuur producten gratis terug met onze Return Your Parcel service binnen een termijn van 60 dagen binnen Nederland. U doet dat door de onderstaande vier stappen te volgen. 
1. Log in op de Mijn bestelling pagina
2. Download het retourformulier en voeg het formulier waarop u heeft aangegeven welk product u terug wilt ontvangen - bij uw retourpakket. Of voeg een brief bij waarin u aangeeft voor welk product u het teruggestuurde product wilt ruilen.
3. Download het retourlabel en volg de instructies in de pdf.
4. Daarna kunt u het pakket afgeven bij het dichtstbijzijnde DHL (Express) agentschap.
 
Wij verzoeken u bij uw retourzending rekening te houden met de volgende voorwaarden:
  • U heeft een bedenk-/herroepingstermijn van 60 dagen vanaf de dag dat u het product heeft ontvangen. 
  • Stuur het product binnen 14 dagen na uw herroeping retour.
  • Download ons retourformulier en uw gratis retourlabel (binnen 60 dagen na ontvangst) op uw Mijn bestelling pagina.
  • Het gratis retourneren geldt alléén bij DHL Express agentschappen
  • Producten dienen ongedragen in nieuwstaat geretourneerd te worden
  • Horloges en klokken moeten worden teruggestuurd in de originele merk-verpakking. 
  • Aanhangende labels moeten (indien redelijkerwijs mogelijk) intact zijn.
  • Voeg a.u.b. het garantiebewijs/-boekje bij.
Wanneer het product bij ons is terugbezorgd, zullen we zo snel mogelijk het andere product aan u toesturen. Als het product is uitverkocht, betalen we u het volledige bedrag (inclusief eventueel betaalde kosten voor de heenzending) terug.
Wanneer het product dat bij ons is terugbezorgd beschadigd is kunnen er extra kosten berekend worden.
 

Verwerkingstermijn

Producten teruggestuurd via onze Gratis Retour Service worden verwerkt door een extern e-commerce fulfilment bedrijf gevestigd in Almere. Dit betekent dat uw teruggestuurde product circa 5 werkdagen na de datum op uw afleverbewijs wordt verwerkt in Rotterdam.
Deze Gratis Retour Service geldt alleen voor producten gestuurd mét gratis retourlabel naar ons adres in Almere

Free extra products

If your order came with a free of charge extra product, please do not forget to also return this product. If you do not return this product, the retail value will be deducted from your refund/exchange value.

3. Return product(s) for repair

a. Within the 30 day cooling off period
b. outside the 30 day cooling off period, but within the warranty

a. Within the 30 day withdrawel period

  • In case of repair under warranty, please add the warranty card to your broken watch. Repairs under warranty without a valid, stamped warranty card will not be processed!
  • In case of repair under warranty you don't need to return the watch in the original brand packaging. Holland Watch Group cannot guarantee you will receive the same box in return. Please make sure you pack the watch carefully, for example in bubble wrap.
  • Upon receipt of the returned product, our certified watchmaker will determine whether your complaint is under warranty and if so we will refund the shipping costs (only if the product was bought from us). More information about repairs under warranty can be found on this page.


For repairs under warranty within the 30 days free return period, please log on to our Order service page and follow the instructions.


b. outside the 30 day withdrawel period, but within the warranty

For repairs under warranty outside the 30 days return period, please include the completed return form with your return shipment to:


Holland Watch Group B.V.
Service department
Willebrordusstraat 14
3037 TR ROTTERDAM
Netherlands

Please ensure sufficient postage for the return shipment when you return the product after our 30 day return period. We advise you to send your parcel via standard registered mail.

Preclusions from right of withdrawal/returns

Precusion of the right of withdrawal, a consumer purchase involving the delivery of:
- products that have been created by the trader in accordance with the consumer’s specifications, or that are clearly of a personal nature and that cannot be returned due to their nature;
- that rapidly decay or become obsolete;
- products that are unsuitable for return for reasons of health protection or hygiene and of which the seal is broken after delivery;
- products which, after delivery, are irrevocably mixed with other items by their nature;
- audio- and video-recordings and computer software, whereby the consumer has broken the seal.
- newspapers, magazines or magazines, with the exception of an agreement for the regular delivery of such publications (a subscription);
- products or services whose price depends on fluctuations in the financial market on which the entrepreneur has no influence and which can occur within the withdrawal period;
- agreements concluded during a public auction. A public auction is understood to mean a sales method whereby products, digital content and / or services are offered by the trader to the consumer who is personally present or is given the opportunity to be personally present at the auction, under the direction of an auctioneer, and in which the successful bidder is obliged to purchase the products, digital content and / or services;

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Frequently asked questions

I want to exchange my product. Is this possible?

Exchanging an item is easy. Please login to the order service page on the web site and follow the steps at the right hand side of the page.

How do I return a product?

Returning an item to HWG is easy. Please login to the order service page on the web site and follow the steps at the right hand side of the page.

Refund or exchange, what do I send back?

If you don’t like the product you have purchased and you would like to return it for a refund or an exchange you need to return the complete product you have received, including the box, labels and all paperwork (if reasonably possible). If you received a free extra product with your purchase, also return this product. Please include the completed returns form in your shipment or a note stating whether you would like a refund or to exchange the product (and for which product). More information and the terms and conditions for returns and exchanges can be found here
 

What about Christmas shopping and return period?

All orders placed between November 1st and December 24th, 2021, can be returned or exchanged until January 31st, 2022 (except for items not eligible for return/exchanges and/or items that show signs of use).

Don’t leave it for the last minute and start your Christmas shopping now!

When will my return be processed?

By Dutch law we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within 5 working days. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes last up to 7 working days.  

When do I receive my refund?

By Dutch law we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within 5 working days. After we have sent the payment order to our bank/payment service provider, the processing time is up to 72 hours before the refund is in your account. You can find more information on returns & refunds here. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes last up to 7 working days.  

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