Refund policy

Returns within 60 days

You have 60 days from receiving your order to return it. If you live in the EU or the UK, this comes on top of your statutory right of withdrawal (see below) and does not limit it.

How to return

Start your return in our returns portal: https://www.rosefieldwatches.com/pages/returns. Log in with your order number and email address.

Conditions

  • Exchanges are not possible.
  • Items must be unused and returned in the same condition as you received them, in their original packaging, with labels and protective films still attached.
  • Watches must not be activated: the plastic stopper must still be on the crown.
  • Personalised items cannot be returned.

If a return does not meet these conditions, we may send it back to you without a refund. This applies to returns under this 60-day policy and does not affect your statutory rights.

Return costs

Returns from the Netherlands and Germany are free. From all other countries, you pay the return shipping yourself: the cost is shown when you create your return in our returns portal, and you pay it there directly. It is not deducted from your refund. EU customers can also choose Selfpost and send the parcel with a carrier of their choice (see below).

Refunds

We email you when we receive your return and again when we have processed it. Processing takes up to 14 days. The refund goes to the payment method you used for the order.

Please register every return in our returns portal. Under this 60-day policy, we can only refund a return once it has arrived at our warehouse. If you send a return without registering it in our portal, or with a carrier of your own choice (including Selfpost), we are not responsible if it is lost or damaged on the way. If registering does not work, contact our customer service.

Using the Selfpost option (EU orders only)

If you choose Selfpost, the label is not prepaid and should not be scanned by your courier. Attach it to the parcel: it only shows our return address. Then arrange the shipment with a local courier yourself. We strongly recommend a tracked service, in case the parcel is lost in transit.

Damaged, defective or wrong item?

Contact our customer service as soon as possible. Describe the issue, include your order number and send a photo of the item. Our team will take it from there. This does not affect your statutory rights.

Questions?

Reach us via live chat or our contact page: https://help.rosefieldwatches.com/en_us/contact-us-Bkdp_7i2T

Statutory right of withdrawal (customers in the EU and the UK)

This section does not apply to orders from the United States, Canada or Australia.

The buyer has the statutory right to withdraw from the agreement and to return the ordered product during a trial period of 14 days after having received the product, without having to state a reason for the withdrawal (the statutory right of withdrawal). The buyer must send back or hand over the product without undue delay and in any event no later than 14 days after the day on which the buyer informed Rosefield of the decision to withdraw. The deadline is met if the buyer sends the product back before the 14-day period has expired.

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 is only liable for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning. The right of withdrawal does not apply to customized products (i.e. Rosey).

Please note that: in case the product was delivered in a damaged or incomplete state, the buyer has the obligation to inform Rosefield Support Team thereof and await further instructions.

The buyer is responsible for the return shipment of the product and bears all the risks related to the return shipment. Rosefield 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 then has the option to hold the carrier liable. The buyer, as the sender of the return shipment, must start the complaint procedure for any issue that may occur with the return shipment. The buyer must keep the (official, digital) receipt of his/her return shipment that contains the tracking information.

The shipment costs of a return shipment within the trial period are borne by the buyer (not applicable to orders from Netherlands and Germany).

If the buyer withdraws from the agreement, Rosefield will refund all payments received from the buyer, including the standard delivery costs (except any extra costs resulting from the buyer choosing a delivery method other than the cheapest standard delivery offered by Rosefield), without undue delay and in any event no later than 14 days after the day on which Rosefield was informed of the decision to withdraw. The costs of the return shipment are not refunded. Rosefield will refund using the same payment method the buyer used for the original order. Rosefield may withhold the refund until it has received the product back or the buyer has supplied evidence of having sent it back, whichever is the earliest.

Cancellation form

To meet the cancellation deadline, the buyer must send a statement concerning his/her exercise of the right to cancel before the cancellation period has expired.

To exercise the statutory right to cancel the buyer must inform Rosefield by contacting Support Team in one of the following ways:

  • by regular mail: Rosefield Watches B.V., H.J.E. Wenckebachweg 133, 1096 AM Amsterdam, The Netherlands.
  • by e-mail: support@rosefieldwatches.com
  • online (EU customers): the buyer can also exercise the statutory right of withdrawal online via the withdrawal button in the footer of our website. If the buyer uses this online function, Rosefield will send the buyer an acknowledgement of receipt without delay on a durable medium (for example by e-mail), stating the content of the withdrawal statement and the date and time it was received.

The buyer can use the cancellation form below (the buyer may use this form but is not obliged to do so).

I/we (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*):

ordered on (*) / received on (*):

name of customer(s):

address of customer(s):

signature of customer(s) (only if this form is notified on paper):

date:

(*) Delete as appropriate.