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.
The return address for returns within the trial period is:
Docdata / CLUSE
5145 NW Waalwijk
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.
Unless stated otherwise, the buyer has the right to revoke the agreement and to return his/her order during a period of 14 days after receiving the order, without stating a reason (please note the abovementioned exception: in case a product 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 also has the right to inform Cluse, within 14 days after receiving his/her order, of his/her decision to return the order without the obligation to state a reason (exception: in case of an incomplete or damaged product, see above); the buyer then must return his/her order within 14 days after having informed Cluse.
In case the buyer wishes to use his/her right to revoke the agreement and to return his/her order, 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. During the trial period the buyer must carefully handle the product and keep the original undamaged packaging. The buyer shall return the ordered product 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 for the return shipment. Cluse 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 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 for a return shipment within the trial period and the shipment costs for a return shipment for a warranty request or repair request (for defects occuring after the buyer has used the product), are borne by the buyer.
The buyer has the possibilty (but not the obligation) to use the Revocation Form, the buyer can open the form here.
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.
The Cluse warranty policy is automatically in effect upon purchase by the buyer. The two year warranty on a Cluse watch guarantees the buyer that the product meets the standards of usabilty, reliability and durability.
The warranty does not apply:
- damages as a result of improper usage such as scratching, bouncing, falling;
- in case of inattention;
- intentional damage; or
- 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 strap of a watch, must be considered as normal effects of usage. The effects of transpiration on the strap differ from one person to another, due to the differences between acidity.
CLUSE watches are 3 ATM Water Resistant: this means that the watch is protected against minor splashes of water, CLUSE advises against wearing the watch during activities during which the watch can be exposed to more than minor splashes, such as rinsing of the hands or doing dishes. 3 ATM water resistant CLUSE watches cannot be worn during showering, swimming or diving.
Warranty does no longer apply to a Cluse watch in case a third party performed repair works or other works on the Cluse watch, without written permission by Cluse.
In case of questions regarding returns and warranty, the buyer can always contact the Cluse customer care team via service.clusewatches.com