Refund policy

Refund & Return Policy (Defects Only)

We craft custom watches with care. Because our products are made to order, returns are only accepted in the case of a defect or manufacturing fault.

Return Window

You have 14 days from the day you receive your item to request a return for defects only.

Eligibility

To qualify for a return or replacement:

The item must be in the same condition as received: unused/unworn, with all original packaging, labels, and accessories.

You must provide your receipt or proof of purchase.

We may request clear photos or a short video of the issue to speed up assessment.

How to Start a Return

Email us at laurens.deswert@icloud.com within 14 days.
Returns must be shipped to:

Swert Watches
Crauwelsbos 34
3294 Molenstede
Belgium

If your return is accepted, we’ll email you a return shipping label and instructions.
Items sent back without an approved return request will not be accepted.

Damages & Wrong Items

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect. We’ll evaluate and make it right—by repairing, replacing, or refunding (as appropriate).

Exceptions / Non-Returnable Items

Custom/personalized products: No returns for change of mind, wrong selection, or size—defects only.

Sale items and gift cards: Non-returnable (unless defective).

Exchanges

Need a different model or spec? Because items are custom, the fastest route is to request a defect return (if eligible) and place a new order. Non-defect exchanges aren’t possible.

EU Cooling-Off Period

Under EU law, the 14-day right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized. As our watches are custom-made, the EU cooling-off right does not apply to these products.
(If we ever sell non-custom accessories, the standard cooling-off rules would apply to those items.)

Refunds

Once we receive and inspect your return, we’ll notify you of approval or rejection. If approved, we’ll process your refund within 10 business days to your original payment method. Your bank or card provider may need extra time to post the refund.
If it’s been more than 15 business days since approval and you haven’t received the refund, contact us at laurens.deswert@icloud.com.

Shipping & Responsibility

For approved defect returns, we provide a prepaid return label.

You’re responsible for the item until it reaches us; please use the provided label and keep the receipt/tracking.

We reserve the right to refuse returns that arrive used, incomplete, or without original packaging.

For any questions about returns, email laurens.deswert@icloud.com—we’re here to help.