A Commitment to Your Satisfaction
We want you to love your timepiece. If you are not completely satisfied with your purchase, we are here to help.
The Essentials:
- Return Window: You have 10 days from the date of delivery to initiate a return for a full refund.
- Condition: The watch must be unworn, in its original condition, and returned in the original packaging with all protective films intact, including the tags and warranty card.
- Proof of Purchase: Please include your original order confirmation or proof of purchase.
The Process:
- Contact Us: To start a return, please email us at [returns@thevertexstore.com] with your order number and reason for return. We will provide you with a Return Authorization Number and shipping instructions.
- Ship It Back: Once you have received authorization, securely package the watch and all its components and mail it to the address we provide. We recommend using a trackable shipping service.
- Inspection & Refund: Upon receipt, our team will inspect the returned item. Once approved, your refund will be processed to your original payment method within 5-7 business days.
Important Notes:
- Shipping Costs: The cost of return shipping is the responsibility of the customer, unless the return is due to a mistake on our part (e.g., a defective or incorrect item).
- Final Sale: Items marked “Final Sale” are not eligible for return or refund.
- Damaged or Defective Items: Please contact us immediately if your watch arrives damaged or defective. We will arrange a prepaid return label and expedite a replacement or full refund.
Your satisfaction is the cornerstone of our time.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at {email} for questions related to refunds and returns.