Delivery & Return Policy
Big Ben Watch Gallery is committed to make your online shopping more convenient and interesting by providing easy returns and cancellations process.
How, why, when and what can I return?
All the products sold through www.citizenwatches.store found to be in defective and damaged condition must be reported to customer care on ‘firstname.lastname@example.org’ within 24 hours of delivery for a prompt response from our side. Claims received after 24 Hours of Delivery will be covered by warranty.
Kindly note the below points
It is advised to you that after receiving the products please go through the user manual for the necessary information.
All claims, if any, for shortages or damages must be reported to customer service on the day of delivery through the contact us page on the web store. Also the said shortage of goods needs be highlighted and signed on the Proof of delivery copy and returned to the delivery person.
You need to submit all the necessary proof to substantiate that you have purchased the products from www.citizenwatches.store
In order to return the product, the customer has to make sure that the product is in unused and original condition, include all the price tags, labels, manuals, warranty cards, original and non-damaged boxes, invoice, original packaging of the product.
If the product is been found to be used then it would not be eligible for return In case it is noticed by us that the customer has returned a product that has not been purchased from www.citizenwatches.store then the customer will be liable to face severe legal consequences as applicable and time being in force for such act.
Are the products covered with manufacturer warranty?
Yes, all the products sold at www.citizenwatches.store are 100% original and authentic products and carry the warranty stated by the manufacturer.
How do I return a product purchased from www.citizenwatches.store?
For Returns follow these simple steps
Contact us and provide your order details with your issue
We will contact you and initiate the pickup process after your confirmation
In order to return the product, customer has to make sure that the product is in unused and in original condition, include all the price tags, labels, manuals, warranty cards, original and non-damaged boxes, invoices, original packaging, box information, stickers are all intact and not have been tampered with.
*If the product has been found to be used then it would not be eligible for return.
*If the product, warranty cards, freebies, product boxes etc.; for the order are to be found in damaged condition then it will be not eligible for return
*Product will be replaced if the product received by the customer is in defective/non-working condition and is packed for safety via courier.
*If the product received by the customer is damaged then the same need to be checked while receiving the product from the courier and informing us of the same at earliest. Videography for opening the package might be needed for the same purpose.
*If it is not possible for us to pick up the product for replacement, the customer can ship the product back to us, we will reimburse the shipping charges against the original receipt. Follow the instruction sent by mail for the same. Do include all the price tags, labels, manuals, warranty cards, original and non-damaged boxes, invoice, original packaging of the product as well as make sure that the box is packed properly and for safety before shipping. Also, packing shall be done in proper manner so that it won't be damaged in transit. In case we receive the products in damaged condition we may not entertain the claim of replacement.
What is timeline for completion of return?
The process of replacement for defective/damaged product will start as soon as the original product is received by www.citizenwatches.store. The whole process can take up to 10-15 working days after receiving the product for replacement under defective/damaged category.