Information on returns and refunds
We have a 3-day return policy, meaning you have 3 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as you received it, never worn or used, with tags, packaging films, and in its original packaging. A receipt or proof of purchase is also required.
To initiate a return, you must send us an email at store@sannawatches.com with "Ticket and Order Number" in the subject line. In the email, in addition to describing the reason for the return, you must also provide:
- Photos of every side of the product showing its integrity (ensuring that all anti-scratch films and packaging are in place)
- Photos of the box and documents (make sure they are still wrapped in protective film)
- Photo of the delivery box (must be the same as the return box, intact)
Returns or exchanges that do not meet all these requirements will not be accepted.
If your return is accepted, we will send you a return shipping label, along with instructions on how and where to send the package. Items returned without first requesting a return will not be accepted.
You can always contact us for any return inquiries in the "Contact" section of the website.
Shipping Insurance Services
Every return shipment is insured. Thank you for choosing Gordonluxury: we are committed to ensuring your satisfaction with every purchase.
Return Costs
A return fee of €600 (six hundred) will be applied for shipping, assistance, bank fees, and staff handling. This amount will be deducted from the refund amount. Alternatively, you may request a replacement of the product with another model; in this case, the price difference will be applied if the new product has a higher price than the returned item. Conversely, the difference will not be refunded if the new product has a lower cost compared to the return cost.
Damages and Issues
Check your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can assess the problem and resolve it.
Exceptions/Non-returnable Items
Unfortunately, we cannot accept returns on:
- Sale items or gift cards
- Used items
- Damaged items
- Items without anti-scratch films
- Items without original packaging
- Items that received discounts at the time of purchase
Additionally, we cannot accept returns of items that do not meet the integrity and packaging requirements described in our return policy.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a new purchase for the new item.
Refunds
We will notify you once we have received and inspected your return and let you know if the refund has been approved or not. If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, contact us.
