Return and responsibility
- Free of charge for you as a customer within 30 days
- Possible within 30 days after purchase
The buyer is responsible for preparing and shipping the return shipment. For a return within the trial period, prior contact with Orphelia is needed. Orphelia strongly advises any buyer who wants to return his/her order to choose a secured shipment method. You can only return a watch or jewel from Orphelia in the original packaging. Contact our customer service if you wish to return a product. They will assist you and give the right instructions.
The return address for returns within the trial period is:
U.W.T. - United Watch Trading NV
Juul Grietensstraat 9
In case of a product that is damaged or broken upon receipt, the Orphelia customer care team must be contacted by the buyer by email within 24 hours. You can only return a product in the original packaging.
Unless stated otherwise, the buyer has the right to revoke the agreement and to return his/her order during a period of 30 days after receiving the order, without stating a reason (please note the above mentioned exception: in case a product is damaged or incomplete, the buyer has the obligation to inform the Orphelia customer care team by email and to await further instructions). The buyer also has the right to inform Orphelia, within 30 days after receiving his/her order, of his/her decision to return his order without the obligation to state a reason (exception: in case of an incomplete or damaged product, see above); the buyer then must return his/her order within 30 days after having informed Orphelia.
In case the buyer wishes to use his/her right to revoke the agreement and to return his/her order, the buyer is only allowed to unpack and/or to use the ordered product as far as is needed to be able to determine whether he/she wants to keep the product. During the trial period the buyer must carefully handle the product and keep the original undamaged packing.
The buyer shall return the ordered product to Orphelia together with all the accessories (if any) and, insofar possible, in the original state and packing, in accordance with the return instructions of Orphelia (as described on the packing slip).
The buyer is responsible for the return shipment of his/her order and bears all the risks for the return shipment. Orphelia advises the buyer to return a product by insured shipment and in a sealed packaging. In case an insured return shipment goes missing, gets damaged or in case the reception of a returned shipment is denied (for example in case no signature can be shown by the carrier), the buyer then has the option to hold the carrier liable.
The buyer, as the sender of the return shipment, must start the complaint procedure for any issue that may occur with the return shipment. The buyer must keep the (official, digital) receipt of his/her return shipment that contains the tracking information.
The shipment costs for a return shipment within the trial period and the shipment costs for a return shipment for a warranty request or repair request (for defects occurring after the buyer has used the product), are borne by the buyer.
The buyer has the possibility (but not the obligation) to use the Revocation Form, the buyer can open the form here.
Orphelia will credit the buyer within 30 days after receiving the return shipment. Any credit due as a result of a return shipment, will be credited to the account that the buyer used to pay the original order.
Warranty and repair
The Orphelia warranty policy is automatically in effect upon purchase by the buyer. The two year warranty on a watch or a jewel guarantees the buyer that the product meets the standards of usability, reliability and durability.
The warranty does not apply:
- damages as a result of improper usage such as scratching, bouncing, falling
- in case of inattention
- intentional damage
- neglected care
- refund of the return cost by the customer after 30 days
We offer watches with 3ATM, 5ATM and 10ATM.
- 3ATM is splash resistant, so ok for rain, hand washing, other occasional contact with water.
- 5ATM is suitable for swimming, fishing, other outdoor activities.
- 10ATM is suitable for snorkeling and other prolonged contact with water, but not for scuba.
Warranty does no longer apply to a watch or a jewel in case a third party performed repair works or other works on the Orphelia product.