Retour Policy

RETURN COSTS AND RESPONSIBILITY

The buyer bears the costs of returning his/her order. The buyer is responsible for preparing and shipping the return shipment. For a return within the 14 days trial period - which starts after the buyer received the order - no prior contact with Cluse is needed. Cluse strongly advises any buyer who wants to return his/her order to choose a secured shipment method. Return shipments take place at the risk of the buyer.

RETURN ADDRESS

 

We recently moved warehouses and have a new return address.

The return address for returns within the trial period is:

Radial/ EWG
CLUSE returns
Siriusstrasse 200
06116 Halle (Saale)
Germany

Please note that in case of a broken or damaged product, a different return address may apply. The buyer should not ship back a broken or damaged product without prior contact with the customer care team (who may provide return instructions).

In case of a product that is damaged or broken upon receipt, the Cluse customer care team must be contacted by the buyer by email within 24 hours.

TRIAL PERIOD and revocation

Unless stated otherwise, the buyer has the right to revoke the contract and to return his/her order during a trial period of 14 days after having received the order, without having to state a reason for his/her revocation (please note the abovementioned exceptions: in case a product is delivered that was not ordered, or if a product is delivered that is damaged or incomplete, the buyer has the obligation to inform the CLUSE customer care team by email and to await further instructions).

The buyer who wants to exercise his right of revocation shall report this to CLUSE, within the trial period, by means of the model Revocation Form included here and as provided to the buyer together with his/her order, or in any other unequivocal way.

The return address for returns within the trial period is:
 

Radial/ EWG
CLUSE returns
Siriusstrasse 200
06116 Halle (Saale)
Germany

In case the buyer wishes to use his/her right to revoke the contract, the buyer is only allowed to unpack and/or to use the ordered product as far as is needed to be able to determine whether he/she wants to keep the product. The buyer may only handle and inspect the product in the same way that he would be allowed in a physical shop. During the trial period the buyer must carefully handle the product and keep the original undamaged packaging (meaning the box the product comes in; not the cardboard box that is only used for delivery).

The buyer will return the ordered product to CLUSE no later than 14 days after the day of reporting his/her wish to revoke the contract to CLUSE together with all the accessories (if any) and, insofar possible, in the original state and packaging, in accordance with the return instructions of CLUSE (as described on the packing slip).

The buyer is responsible for the return shipment of his/her order and bears all the risks related to the return shipment and the burden of proof for exercising the right of revocation correctly and in time. CLUSE strongly advises the buyer to return a product by insured shipment and in a sealed packaging. In case an insured return shipment goes missing, gets damaged or in case the reception of a returned shipment is denied (for example in case no valid signature can be shown by the carrier), the buyer may have the option to hold the carrier liable. The buyer, as the sender of the return shipment, can start the complaint procedure for any issue that may occur with the return shipment. The buyer will keep the (official, digital) receipt of his/her return shipment that contains the tracking information.

The shipment costs for a return shipment under this Clause 8will be borne by the buyer.

Provided that all requirements for revocation have been met, CLUSE will credit the buyer as soon as reasonably possible and in any event within 14 days after having received the return shipment (no credit applies for costs of the return shipment). Any credit due as a result of a returned product, will be credited to the account that the buyer used to pay the original order.

In case the buyer wishes to use his/her right to revoke the contract or to cancel his/her order, while the shipment of the buyer's order has already left the CLUSE warehouse (which usually on work days will occur right after the buyer places his/her order) - even if the shipment has not yet arrived at the buyer's shipment address of choice - the costs of returning the shipment to CLUSE will be borne by the buyer.

In case any import taxes, duties or customs (administrative) costs are due, because the shipment has been imported into the buyer's shipment country of choice (a process that in most cases cannot be stopped, once the shipment is on its way to the buyer's shipment country of choice), these costs will be borne by the buyer. Upon crediting the buyer, CLUSE will deduct the import taxes, duties and/or custom (administrative) costs as far as these were charged to CLUSE (as the sender of the parcel) upon crediting the buyer.

REFUND

In case of a revocation by the buyer within the trial period, Cluse will credit the buyer within 14 days after receiving the return shipment. Any credit due as a result of a return shipment, will be refunded to the account that the buyer used to pay the original order.

WARRANTY AND REPAIR

The CLUSE warranty policy is automatically in effect upon purchase of any CLUSE products. CLUSE grants a two (2) year warranty period on its watches and a one (1) year warranty period on its jewellery. The warranties guarantee the buyer 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 ATM Water Resistant: this means that the watch is protected against minor splashes of water. 3 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.

The buyer acknowledges and agrees 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.

Shipment costs for a return shipment after a warranty request or repair request (for defects occurring after the buyer has used the product), will be borne by the buyer.

In case of questions regarding returns and warranty, the buyer can always contact the CLUSE customer care team via the website service.cluse.com.