RETURN AND EXCHANGE POLICY

1. Purpose and General Principles

This policy defines the return and exchange conditions applicable to vintage luxury women's watches sold by our company registered in Switzerland. It complements our Appointment Policy and our Local Sales Policy.

Given the nature of the products (authentic, second-hand, high-value vintage pieces) and the sales process in place (mandatory physical consultation), this policy aims to reconcile customer protection with the preservation of the integrity of the pieces offered.

2. Absence of Legal Right of Withdrawal

2.1 Swiss Legal Framework

In accordance with Swiss law, no legal right of withdrawal applies to sales concluded:

After physical consultation of the merchandise
In a professional location (office, business center, partner jewelry store)
Following a multi-stage appointment process

2.2 Justification

The mandatory three-stage customer journey (video call, physical consultation, finalization) ensures an informed decision-making process and de facto excludes the right of withdrawal provided for distance sales.

3. Voluntary Commercial Return Policy

3.1 Principle

As a commercial courtesy and to ensure customer satisfaction, we offer the possibility of a return within a limited period, under strict conditions.

3.2 Return Period

7 calendar days from the date of effective delivery of the watch.

3.3 Cumulative Return Conditions

A return is only accepted if all of the following conditions are met:

Condition of the watch

The watch must be in the exact condition in which it was delivered

No signs of wear (no new micro-scratches, no traces of bracelet adjustment)
No intervention or modification carried out
No contact with water, chemicals, or magnetic fields

Accessories and documents

Mandatory return of all items delivered:

The watch itself
Original box (if provided)
Papers and certificates (if provided)
Case and accessories (if provided)
Original invoice
Documentation on condition and history

Procedure

Return request submitted in writing (email) within the 7-day period
Prior written agreement from us is mandatory before any return
Physical return at a secure location (same place as the initial delivery, unless otherwise agreed)

3.4 Administrative Fees

An administrative fee of 8% of the sale price (capped at CHF 750) will be withheld from the refund to cover:

Administrative costs
Potential depreciation
Reselling the piece

3.5 Refund Terms

Refund by bank transfer only
Timeframe: 14 business days after inspection and validation of the return
Amount: purchase price paid minus administrative fees (8%, capped at CHF 750)
Any appointment fees are non-refundable
The initial security deposit (if paid) is included in the refund

4. Return Exclusions

4.1 Return Refused

No return will be accepted in the following cases:

Watch that has been worn (visible signs of use)
Watch that has undergone intervention by a third party
Watch damaged, scratched, or modified after delivery
Missing accessories or documents
7-day period exceeded
Absence of prior written agreement from us

4.2 Exceptions: Custom or Personalized Watches

Watches acquired by special order or that have been personalized at the customer's request cannot be returned under any circumstances.

5. Exchanges

5.1 Principle

An exchange for another watch from our collection may be offered as an alternative to a return, subject to availability and mutual agreement.

5.2 Conditions

Same timeframe as for returns (7 days)
Same requirement regarding the condition of the watch
Any price difference to be paid or refunded
No administrative fees if exchanging for equivalent value
5% administrative fees if the value difference exceeds 5%

5.3 Procedure

Written request with justification
Proposal of one or more alternative watches
New physical appointment for consultation of the replacement watch(es)
Finalization under the same terms as an initial sale

6. Warranties and Defects

6.1 Return / Warranty Distinction

This return policy is distinct from the legal and commercial warranties defined in our Local Sales Policy, namely:

Authenticity guarantee (14 days for dispute)
Functional warranty (12 months on the movement for serviced watches)

6.2 Hidden Defect or Malfunction

In the event of a hidden defect or malfunction observed within 7 days:

The customer must inform us immediately in writing
An expert assessment may be commissioned

If the defect is confirmed and was not mentioned at the time of sale:

Repair covered by us
Or replacement with an equivalent piece
Or full refund without administrative fees

6.3 Application of Warranties

If the defect appears after the 7-day commercial return period, the warranties set out in the Local Sales Policy apply (12-month warranty on the movement for serviced watches). Please contact us.

7. Detailed Return Procedure

7.1 Step 1: Written Request

The customer sends an email to hello@pepitawatch.ch specifying:

First and last name, and contact details
Invoice reference
Model of the watch concerned
Date of purchase
Reason for return (optional but appreciated)

7.2 Step 2: Review of the Request

We review the request within 48 business hours and communicate:

Our approval or reasoned refusal
If approved: the practical terms of the return (location, date, time)

7.3 Step 3: Physical Inspection

At the return appointment:

Complete visual inspection of the watch
Verification of condition and accessories
Final validation or refusal of the return

7.4 Step 4: Refund

If the return is validated:

Issuance of a return document signed by both parties
Refund processed within 14 business days by bank transfer

8. Transport and Insurance

8.1 In-Person Return Preferred

The return must be made in person at a scheduled appointment, under the same security conditions as at the initial sale.

8.2 Return by Postal Mail (Exceptional)

If exceptionally accepted by us:

Insured shipping mandatory for the full value of the watch
Secure packaging
Registered mail with signature
Shipping and insurance costs borne by the customer
Customer's liability until effective receipt by us
We reserve the right to refuse this option

9. Disputes and Mediation

9.1 Seeking an Amicable Agreement

In the event of disagreement on a return (contested condition, unmet requirement), we prioritize dialogue and the search for an amicable solution.

9.2 Adversarial Expert Assessment

In the event of a dispute regarding the condition of the watch, an adversarial expert assessment may be requested by either party:

Accredited independent watchmaking expert
Costs shared if disagreement persists
Costs borne by the party whose argument is rejected by the expert

9.3 Applicable Law

Swiss law applies. If mediation fails, the competent courts are those of the company's registered office in Switzerland.

10. Transparency and Traceability

10.1 Documentation

Each return is the subject of a file comprising:

Written request from the customer
Our response and validation
Inspection report
Signed return document
Proof of refund

10.2 Retention

These documents are kept for 10 years in accordance with Swiss legal obligations.

11. Data Protection

Personal data collected in the context of a return is processed in accordance with our Local Sales Policy and Swiss data protection legislation.

12. Policy Modification

We reserve the right to modify this policy at any time. The conditions applicable to a return are those in force on the date of purchase of the watch.

13. Questions and Contact

For any questions relating to a return or to this policy:

Email: hello@pepitawatch.ch
Telephone: 078/607.30.36

We undertake to respond to any request within 48 business hours.

14. Acceptance

The purchase of a watch implies full and complete acceptance of this Return and Exchange Policy, as well as our Appointment Policy and our Local Sales Policy.

Document drawn up in accordance with Swiss law

Last updated: January 2026