Refund policy

1. Before the Company hands the User’s Order over the Transporter, the User has the right to withdraw at any moment with no requirement to provide justification. In any case, the User is not authorized to use the Product(s) during the withdrawal period. The User must send their written withdrawal request using the return form made available by the Company or you can contact us at info@gorillawatches.ch.

2. After the User’s Order has been handed over to the Transporter by the Company, the Product(s) may be returned within a period of 14 (fourteen) days from the date of receipt of said Product(s) by the User, provided that the packaging of the Product(s) in question is intact, and has all of its labels and protective materials.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

 

3. To start a return, you can contact us at info@gorillawatches.ch. Product(s) must be returned by Users using the return label provided by the Company. Packages returned by Users directly to the Company’s headquarters will not be processed and will be returned to the User at their own expense. However, if Users are unable to use the provided return label, they should contact Customer Support to discuss alternative return options.

4. Products must be returned as new and in perfect condition with all of the protective material and labels in place, as well as the attached security tags and stickers. Once received by the Company, they are subject to Quality Control (QC) and functional testing. The User must take care of the Product when they examine it. Compensation for wear will only be demanded if the User's use of the Product exceeds the limits necessary to establish its nature, features, and functionality. Users may only handle and inspect the Product in a way that would be allowed in a physical store. For instance, leather straps that have been worn and warped will be rejected during the quality control stage.

5. Any return lacking the original “GORILLA" box and/or the special packaging of the Product in good condition will give the Company the right to withhold the corresponding value from the total value of the refund granted to the User.

6 All returns and/or exchanges will be subject to rigorous Quality Control by the Company to ensure that the returned Product conforms to the requirements for return. If the Product inspected does not meet Quality Control standards, the Company may require the User to pay for the damages and/or renounce the refund. The User will be notified and given an opportunity to respond before any deductions are made.

7. The User is responsible for any loss in the value of the Product resulting from handling of said Product contrary to the instructions for use. If the Product is damaged or destroyed through the fault of and/or the negligence of the User, the Company will deduct the cost of the restoration or replacement of the Product from the total value of the refund granted to the customer.

8. Should the User exercise their right to return in accordance with the aforementioned conditions of return and should the returned Product pass Quality Control, the Company will proceed with the applicable refund or exchange.

9. All Products returned by the Users must be accompanied by the full order details (sales invoice and customs invoice if applicable) in order to facilitate their processing and identification by the Company. Unidentified returns will be returned to the User at their own expense. If there are issues with identifying the returned Product, Users should contact Customer Support for resolution.

10. The refund of the Order will be handled by the Company via the same payment method used by the User when placing the Order on the Website (either by refunding the amount to the credit card or by transfer to the bank account used). Should the payment method used by the User when placing the Order  no longer be valid or for any other reason not attributable to the Company (loss, stop payment, change of banking establishment, change or expiry of credit card, etc.), the Company will contact the User in order to find an adequate solution. The Company aims to process refunds promptly and will communicate the estimated timeline to the User.

11. Personalized Products will be neither taken back nor exchanged. Therefore, the returns policy does not apply to this type of Order. Users are encouraged to carefully review and confirm personalized details before placing the order.

12. In order to offer the User an unrivaled experience, the return conditions set by the Company are flexible. Nevertheless, the Company does keep a record of the number of returns made, reserving the right to refuse an order in the event of repeated returns by the User.

13. Orders sent back by Users in compliance with the aforementioned conditions applicable to returns are covered by insurance provided by the Company up to the value of the Products and a maximum of 10,000 CHF.

14. Products on offer on the Website whose retail price has thereby been reduced by the Company without obligation cannot be returned.