UPDATED INFORMATION IN REGARDS TO CORONA / COVID-19
You can still shop your favourite CLUSE online and we are able to deliver your order at home free of charge. However, due to high demand and additional health and safety measures, our deliveries can take longer than normal. Please find more information in our FAQ.
Different procedures apply depending on the reason for your return and the country you are in. Please read our policy carefully to avoid return issues and paying unnecessary costs.
Our return period has been extended to three months.
HOW TO RETURN YOUR ORDER?
Damaged or wrong products
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.
To all products ordered through our web shop, a trial period of three months after receiving your order applies.During this trial period, you can inform us at any time that you would like to revoke your purchase (or any part thereof) without the need to state a reason. To inform us that you would like to revoke your purchase, you can use our Revocation Form (which can be downloaded below) or contact us in any other way.
After you informed us that you would like to revoke your purchase (or any part thereof), you will need to return the relevant product to us within three months.
Our return period has been extended to three months.
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 the header ‘NO USE OF RETURN PORTAL’ below.
For the countries below, CLUSE offers a free return service if you register your return through our return portal:
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.
Australia - 29.20 AUD
Canada - 31.05 CAD
Croatia - €15.65
Cyprus - €23.70
Czech Republic - €11.50
Denmark - 91.90 DKK
Finland - €19.10
Greece (mainland) - €25.00
Italy (main land) - €17.35
Hungary - €12.10
Latvia - €13.85
New Zealand - 25.00 NZD
Poland - €12.65
Portugal - €12.65
Slovak Republic - €11.40
Slovenia - €11.60
Sweden - 215.25 SEK
USA - 27.00 USD
How to use the return portal?
Register your return in a few easy steps:
1. Go 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, you should contact our Customer Care team.
You are able to track the return shipment here by filling in the tracking code or order number.
NO USE OF RETURN PORTAL
If our return portal is unfortunately not available in your country or if you choose not to use our return portal, you should arrange the return shipment yourself and return costs will be for you (we will not reimburse return costs).
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.
06116 Halle (Saale)
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.
During the trial period of 14 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.
Provided that all requirements for revocation have been met, CLUSE will refund your paid purchase amount for the returned products as soon as reasonably possible and in any event within 14 days after having received the return shipment. Any costs for delivery of the product to you will be refunded too unless not all products that have been delivered to you were returned. Return costs will not be refunded. CLUSE will deduct any import taxes, duties and/or custom (administrative) costs as far as these have been charged to CLUSE from the amount to be refunded. Any refund will be made to the account that you used to pay the original order.
WARRANTY AND REPAIR
The CLUSE warranty policy is automatically in effect upon purchase of any CLUSE product. CLUSE grants a two (2) year warranty period on its products. The warranties guarantee that the products meet the standards of usability, reliability and durability.
The warranties do not apply in case of:
• Theft or loss;
• Intentional damage;
• Damages as a result of improper usage such as scratching, bumping or falling;
• Normal wear and tear or aging of the used materials; or
• Damages as a result of neglected care.
The warranty on a watch relates to the movement and not to other parts such as the glass or the strap. Wear traces visible on the watch, must be considered as normal effects of usage. The effects of perspiration on the strap differ from one person to another, due to the differences in acidity.
CLUSE watches are 3 or 5 ATM Water Resistant: this means that the watch is protected against minor splashes of water. 3 or 5 ATM water resistant CLUSE watches cannot be worn during showering, bathing, swimming or diving. CLUSE watches should not be exposed to more than minor splashes of water or to chemical substances such as perfume, cosmetics and cleaning products.
You acknowledge and agree that CLUSE jewellery is fragile and will break if not handled with care. The warranty on jewellery only relates to demonstrable production errors. CLUSE jewellery should not be exposed to water or chemical substances such as perfume, cosmetics and cleaning products as this may lead to discoloration.
The warranties no longer apply in case a third party performed repair works or other works on the product, without prior written permission by CLUSE.
In case a valid warranty claim can be made, return costs will be paid by us. If our warranty does not apply, return costs will be for you.