RETURN POLICY

We really hope that you love your CLUSE items as much as we do. But if you would like to make a return, please read the following.

With all products ordered through our web shop, you have 30 days after receiving your order to request a return and a subsequent term of 14 days to issue your return. The returned items must be unused and intact. 

HOW TO RETURN YOUR ORDER?

To issue a return, we offer two options, depending on the country you ordered from. Please see the sections below for our recommended return methods.

In all countries listed under ‘Free returns’ and ‘Fixed price returns’, you can make use of our return portal to return your product. This will usually be the easiest and the cheapest way for you to return your product to us. Of course you are not obliged to use our return portal in these countries.

If you are in a country that is not listed below or if you prefer not to use our return portal, please find all necessary return information under ‘NO USE OF RETURN PORTAL’ below.

FREE RETURNS

For the countries below, CLUSE offers a free return service if you register your return through our return portal:

Austria
Belgium
France
Ireland
Italy
Luxembourg
Netherlands
Spain (mainland)

FIXED PRICE RETURNS

For the countries below, CLUSE offers a return label for a beneficial, fixed price if you register your return through our return portal. The price for this return label will usually be lower than when you arrange the return yourself through local post offices. You will pay for the price for the return label when registering your return through our return portal.

Croatia - €13
Denmark - €12
Finland - €12.5
Germany - €2.5
Greece (mainland) - €16
Poland - €10.5
Portugal (mainland) - €8.5
Slovak Republic - €11
Slovenia - €13
Sweden - €12
Switzerland - €19
United Kingdom - £12

HOW TO USE THE RETURN PORTAL?

Register your return in a few easy steps:

1. Go to the return portal >
2. Fill in your order number and postal code to log in
3. Select the product(s) that you would like to return
4. Add the original packing slip in the parcel
5. Print out your return label and stick it on the parcel

We strongly advise you to keep the receipt of your return shipment that contains the tracking information. If your parcel gets lost, contact our Customer Care team.

NO USE OF RETURN PORTAL

If the customer chooses to return their order using their own shipping method instead of our returns portal, their return shipment will be under their responsibility. In this case, we’re unable to assist with customs clearance, and any customs duties, taxes, or carrier-related fees that may apply would remain at the customer's charge.

To safely return your product to us, please send the product in its original package, preferably with the package slip and the Revocation Form, to the return address below (the address is also stated on the packing slip).

The return address for returns within the trial period is:
Radial / Europe Watch Group B.V.
CLUSE Returns
Siriusstrasse 200
06116 Halle (Saale)
Germany

The responsibility for a safe return will be for you. Therefore, CLUSE strongly advises to return through an insured shipment and to keep the (official, digital) receipt of your return shipment which contains all tracking information.

For a smooth return process for our customers outside the European Union we recommend using UPS as the shipping company to return your items. Please include an invoice both inside and outside the shipment to ensure customs clearance and avoid a return to sender. We advise you to keep your proof of postage until your refund has been processed.

We kindly ask that the return be delivered directly to our warehouse. If the parcel is sent to a pickup point or held by the carrier rather than delivered to our facility, we unfortunately won’t be able to process the refund.

RECEIVED A DAMAGED OR DIFFERENT PRODUCT

In case of a damaged product or in case a different product has been delivered than you ordered, please contact our Customer Care team for further instructions.

Return costs will be for us in the event a damaged or the wrong product has been delivered to you.

PRODUCT USAGE

During the trial period of 30 days, you are permitted to inspect and try on the product to establish the nature, specifications and functioning of the product as you would in a store. You will be liable for any loss of value of returned products to the extent such loss of value is the result of use that goes beyond what is necessary to establish the nature, specifications and functioning of the goods. In that case, we will deduct the amount that corresponds with the devaluation of the product from the purchase amount that will be refunded to you.

In order to ensure that we receive your product safely and complete we request you, where possible, to return it in its original condition and packaging. This will also help us to process your return as quickly as possible.

REFUND

Provided that all requirements for revocation have been met, CLUSE will refund your paid purchase amount for the returned products within 14 days after having received the return shipment. If you paid any delivery costs, these will also be refunded provided you return all products that were delivered and except for any additional costs for express delivery and any charged import taxes, duties and/or custom (administrative) costs. Return costs will not be compensated. Any refund will be made to the account that you used to pay the original order.