Returns and Exchanges Policy
Returns and Exchanges Policy
This Return and Exchanges Policy details your options on how you can cancel a contract with us, how you can return your purchase, and your rights in relation to obtaining a refund or exchange.
(a) Right to Cancel
You have the right to cancel the contract created by our written order confirmation without giving any reason fourteen (14) days from the day on which you acquire, or someone you nominate (other than the carrier) acquires, physical possession of the products in your order, with this period extending to thirty (30) days where the product you receive is faulty or damaged. If you are a customer based in the European Union, the United Kingdom or the European Economic Area and have made a purchase via the Sales Channels, this is considered to be your statutory right to withdraw from the contract. To meet the withdrawal deadline, it is sufficient for you to withdraw before the withdrawal period has expired.
To cancel the contract and return your product(s), you can contact our Client Relations Center and follow the instructions that will be given to you, or you can send us in writing an unequivocal statement such as a letter or e-mail to: (i) For purchases with delivery to addresses in the United Kingdom: [email protected] or Panerai, Richemont UK c/o Regency Shipping Ltd, Unit 15 Trident Industrial Estate, Blackthorne Road, Colnbrook, Slough SL3 0AX, United Kingdom; and (ii) For purchases with delivery address outside the United Kingdom: [email protected] or Panerai, Client Relations Center, RLG Europe BV, PO Box 2967, NL-1000 CZ Amsterdam. Alternatively, you may cancel using the Model Cancellation Form set out at the bottom of this Returns and Exchanges Policy but it is not obligatory.
(b) Return Process
Products that have been purchased through the Sales Channels may only be returned to our Panerai e-boutique distribution center at the address of our Returns Department, as provided in our FAQs section through our Client Relations Center, or if available to selected Panerai retail boutiques, in accordance with these Conditions of Sale.
Products that have not been purchased through the Sales Channels may NOT be returned to our e-boutique distribution center.
To return a product to our e-boutique distribution center, you must follow the steps mentioned below:
(i) Call the Client Relations Center.
(ii) You may choose (a) to use our pick-up service and agree on a pick-up date with our logistics partner, or (b) a parcel drop-off at any of our logistics partner’s network locations within the eligible return period. You may be asked at this stage to provide information about the product for us to make a first assessment of the condition of this product;
(iii) The Client Relations Center will send you a return form by e-mail or ask you to complete the return form that was enclosed with your product delivery;
(iv) Please fill out the required information on the return form and sign it
(v) You must include in the delivery package, the completed return form along with the product, all its accessories, any free items you received as part of your order, the Service Guide, the warranty card and all other documents, in their original box;
(vi) Please seal the delivery package and affix the pre-paid airway bill received with your purchase; and
(vii) For our pick-up service, our logistics partner will pick-up the sealed delivery package on the agreed date. For our drop-off service, please drop-off the product at the agreed logistics partner’s network location.
You must keep a proof of return shipment, and we accept no liability in the event that such proof cannot be produced. Only merchandise received by our Panerai e-boutique distribution center will be eligible for a refund or exchange. If you decide to use a different logistics partner than the one provided by us, the risk of loss or damage to the product during transit shall remain with you until the product is in our possession.
You may be able to return the product to a Panerai retail boutique in the country where your product was delivered. Please refer to our FAQs or call the Client Relations Center for further details. You may be asked to provide information about the products for us to make a first assessment of the condition of these products.
(c) Condition of Returned Products
We will verify that the returned product satisfies the conditions of the Returns and Exchanges Policy and, if so, then proceed with the applicable refund or exchange.
Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original Panerai box and delivery package, including all accessories and documents. For example, timepiece bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
If you have received free items as part of your order, they must be returned with the products.
All returns will be subject to strict Quality Control (“QC”) by us to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you. If the returned product satisfies QC, we will proceed with the applicable refund or exchange.
Failure to comply with these Conditions of Sale will entitle us to refuse the returned product and send it back to you, at your own cost.
(d) Products you cannot return or exchange
Orders for products that have been personalized in any way or otherwise made for you with bespoke specifications cannot be cancelled and such products cannot be returned to us for exchange or refund. This includes, without limitation, products that have been engraved or embossed.
Refunds
You may return a product purchased through the Sales Channels for refund, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.
This section is not applicable for purchases with delivery to addresses in Spain: Only the buyer will be entitled to receive a refund of the purchase price. In no event will a person who has received the product as a gift (i.e. a “Gift Recipient”) be entitled to receive a refund. If you are a Gift Recipient and wish to return a product, please contact the Client Relations Center to discuss your options.
If the return complies with these Conditions of Sale, we will use commercially reasonable endeavours to refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within fourteen (14) days after receipt of the returned item by the Panerai e-boutique distribution center. Initial shipping charges will be refunded, except where you had originally opted for a non-standard delivery, in which cases the supplemental costs will be non-refundable.
If you are returning a product purchased via the Sales Channels to a participating Panerai retail boutique (please refer to our FAQs section or contact the Client Relations Center to find out about our participating Panerai retail boutiques), you will only be entitled to receive boutique merchandise credit. No cash or card refunds will be issued in respect of a return to a participating Panerai retail boutique. Boutique merchandise credits can only be applied to products purchased in a participating Panerai retail boutique and cannot be applied to products purchased through the Sales Channels. Please refer to our FAQs section or contact the Client Relations Center for further details
(e) Exchanges
You may return a product purchased through the Sales Channels for exchange with another Panerai product, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.
In any event, the sale of the returned product will be cancelled and a new order for the product ordered must be placed.
Should a product be returned to the Panerai e-boutique distribution center for exchange with a less expensive product, only the buyer of the returned product will be entitled to receive a refund of the price difference.
For purchases with a delivery address outside of France: Should a product be returned for exchange to a participating Panerai retail boutique for exchange (please refer to our FAQs section or contact the Client Relations Center to find out about our participating Panerai retail boutiques) with a less expensive product, the individual making the return will only be entitled to receive a merchandise credit of the price difference. Boutique merchandise credits can only be applied to products purchased in a participating Panerai retail boutique and cannot be applied to products purchased through the Sales Channels. Please refer to our FAQs section or contact the Client Relations Center for further details.
For purchases with delivery to addresses in France: If you return a product purchased through the Sales Channels to a participating Panerai retail boutique (please refer to our FAQ section or contact the Client Relations Center to find out about our participating Panerai retail boutiques), you will have the right, at your choice, to a refund or a credit on your future purchases in store of an amount equal to the value of your purchase. Credit on future in-store purchases can only be applied to products purchased in a participating Panerai retail boutique, and cannot be applied to products purchased through the Sales Channels. For more information, refer to our FAQ section or please contact the Client Relations Center.If a product is returned for exchange with a more expensive product, you will have to pay the price difference.
MODEL CANCELLATION FORM
- To (i) For purchases with delivery to addresses in the United Kingdom: [email protected] or Panerai, Richemont UK c/o Regency Shipping Ltd, Unit 15 Trident Industrial Estate, Blackthorne Road, Colnbrook, Slough SL3 0AX, United Kingdom; and (ii) For purchases with delivery address outside the United Kingdom: [email protected] or Panerai, Client Relations Center, RLG Europe BV, PO Box 2967, NL-1000 CZ Amsterdam
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods
(*)/for the provision of the following service (*),
- Ordered on (*)/received on (*),
- Name of consumer(s),
- Address of consumer(s),
- Signature of consumer(s) (only if this form is notified on paper),
- Date
(*) Delete as appropriate