GENERAL TERMS & CONDITIONS

CLUSE

In these terms and on our website (https://cluse.com), "CLUSE" refers to Europe Watch Group B.V., a company based in the Netherlands

Registered with the Dutch Chamber of Commerce: 58986502

Address: 

CLUSE / Europe Watch Group B.V.
Danzigerkade 16 E
1013 AP Amsterdam
The Netherlands

Customer Care contact details:

APPLICABILITY

These terms apply to all offers, orders, purchases, and deliveries of CLUSE products through our website. They are accessible via https://cluse.com. In case of discrepancies between language versions, the English version prevails. Upon request, CLUSE can send a copy of these terms. By ordering from our website, you agree to these terms. CLUSE may amend these terms from time to time.

THE OFFER

If an offer is valid for a limited time or has specific conditions, it will be stated clearly. Our offers provide complete and accurate descriptions of the products. CLUSE is not responsible for obvious errors in our offers. Each offer includes information about the rights and obligations related to accepting it.

THE CONTRACT

A contract is formed when the buyer accepts an offer and all conditions are met. CLUSE will confirm receipt of acceptance by email. The buyer is responsible for providing the correct email address. The buyer can cancel the contract until CLUSE sends the confirmation email. CLUSE may check the buyer’s ability to meet payment obligations and other relevant factors. If necessary, CLUSE can reject an order or set conditions.

    VAT

    Prices on the website include VAT. For deliveries outside the EU, VAT is removed at checkout. Buyers are responsible for import duties and taxes for non-EU shipments. CLUSE cannot predict these charges and advises contacting local customs for more information.

    PAYMENT

    CLUSE offers the following payment methods:

    • UK: Credit Card, PayPal
    • US: Credit Card, PayPal
    • FR: Credit Card, Carte Bancaire, UnionPay, PayPal, Klarna
    • DE: Sofort Banking, Credit Card, PayPal, UnionPay, GiroPay, Klarna
    • NL: iDEAL, Credit Card, AfterPay Invoice, PayPal, UnionPay, Klarna
    • BE: Sofort Banking, Credit Card, PayPal, UnionPay, GiroPay, Klarna
    • ES: Credit Card, PayPal, UnionPay, Klarna
    • PT: Credit Card, PayPal, UnionPay
    • IT: Credit Card, PayPal, UnionPay, Klarna
    • PL: dotpay, Credit Card, UnionPay, PayPal

    Buyers are bound by the terms of their chosen payment provider. CLUSE is not responsible for these terms.

    PAID WITH KLARNA?

    • Check Klarna's terms and conditions here.
    • Questions about paying with Klarna? Check their FAQ here.
    • Log in to your Klarna account.

    DELIVERY

    CLUSE offers free shipping to all countries that can be selected on our website. The buyer is responsible for providing the correct delivery address. CLUSE is not liable for shipment issues due to incorrect addresses. If additional delivery information is needed, delays may occur. CLUSE will strive to deliver orders promptly but is not liable for delays. The risk of product damage or loss transfers to the buyer upon delivery.

    COMPLAINTS

    For incorrect or damaged deliveries, please contact CLUSE within 24 hours after delivery at care@cluse.com. For missing deliveries, please contact CLUSE ultimately within 28 days after the shipment date at care@cluse.com. Follow instructions provided by CLUSE. Complaints will be subject to the carrier’s complaint procedure.

    TRIAL PERIOD AND REVOCATION

    Buyers have a 30-day trial period to revoke the contract and return their order without reason. Report revocations within 30 days using the Revocation Form or another clear method. Return products (for free or a fixed price depending of your country) by using the return portal: https://cluse.com/returns, or, if not available for your country, by returning the item to: Radial/ EWG CLUSE returns Siriusstrasse 200 06116 Halle (Saale), Germany.

    Returned products must include all accessories and be in original condition and packaging. Buyer is responsible for arranging a safe return. Insured shipment and sealed packaging are recommended. Refunds will be processed within 14 days of receiving the return. Buyers are responsible for import duties and taxes incurred.

    For defects or warranty issues, please contact customer care at care@cluse.com for specific instructions.

    WARRANTY AND REPAIR

    CLUSE offers a two-year warranty on its products starting on the date of purchase, covering usability, reliability, and durability. Warranties apply only to products bought on our website and from official CLUSE retailers. Original purchase documentation with a date of purchase is required for warranty claims. Warranties do not cover theft or loss, intentional damage, neglect. improper use and normal wear and tear.

    • Watches: Warranty covers the movement, not glass, strap, case, crown and pushers. 3ATM watches are splash-resistant, while 5ATM watches can withstand cold showers. Avoid high temperatures, sea water, swimming pool water and chemicals.
    • Jewellery: Warranty covers production errors only. Avoid water and chemicals.
    • Bags: Warranty does not cover damages as a result of use in breach of usage instructions.

    Warranty becomes void if third-party repairs are done without CLUSE’s permission.

    For requests outside of the warranty, such as paid repair, please contact customer care at care@cluse.com for specific instructions.

    PERSONAL DATA AND PRIVACY

    CLUSE complies with the privacy regulations, as recorded in the "Wet Bescherming Persoonsgegevens" (the "Dutch Personal Data Protection Act"). The buyer, for example, always has the possibility to see, to amend or to delete his/her personal data, by logging into his/her account on cluse.com.

    CLUSE will store the data entered by the buyer in a file. The data will be used for the purpose of fulfilling the buyer's order and will be stored as long as is necessary in order to deal with possible issues regarding the fulfilment of the order. CLUSE guarantees that all personal data will be handled with care. The buyer's personal data will not be shared with any third party, except for purposes of fulfilling the order or for repair purposes. CLUSE is allowed to use the buyer's data to advertise products to the buyer.

    We may use the buyer’s e-mail address to send information about products or services that are the same as or similar to those ordered from CLUSE and that we think may be useful. CLUSE will do so only if the buyer has indicated not to object to being contacted for these purposes. At any stage the buyer has the right to ask CLUSE to stop using its personal data for direct marketing purposes by clicking on the link in the footer of our marketing e-mails.

    GIVEAWAY TERMS & CONDITIONS

    To learn more about our giveaway terms and conditions, please click here.

    APPLICABLE LAWS

    These terms are governed by Dutch law, with possible applicability of mandatory local consumer laws. Disputes will be handled by the competent court in Amsterdam. The European Commission's ODR platform can be accessed here.

    CLUSE does not participate in dispute resolution proceedings before a dispute resolution body.

    You can download and print the General Terms & Conditions here:

    GENERAL TERMS AND CONDITIONS CLUSE

    Last update on 29th of August 2024