Refund policy

Return and Refund Policy

Northaven
Operated by RONDINELLI PATRIX SILVA TOLEDO
11 Fernando Maurício Street, Lisbon, Lisbon 1950-447, Portugal
Email: support@northavenwatches.com

Last updated: September 2, 2026

1. Overview

At Northaven, every timepiece is inspected before dispatch, and we want you to be completely satisfied with your purchase. This Return and Refund Policy explains your rights, the conditions under which returns and refunds are accepted, and the steps required to request one. It forms part of our Terms of Service and applies to all orders placed through northavenwatches.com and shipped to addresses within the United States.

Please read this policy carefully before completing your purchase. By placing an order, you acknowledge that you have read, understood, and agreed to the terms set out below.

2. Return Window

You may request a return within thirty (30) calendar days from the date your order is delivered, as confirmed by the carrier's tracking record. Requests submitted after this period cannot be accepted.

Return requests must be submitted in writing to support@northavenwatches.com. Merchandise returned without a valid Return Merchandise Authorization (RMA) number will be refused and returned to sender at the customer's expense.

3. Conditions for Eligible Returns

To qualify for a refund or exchange, the item must be returned:

  • In new, unworn, and unused condition, free of scratches, sizing marks, body oils, fragrance, or any sign of wear;
  • With all protective films, plastics, hang tags, and stickers intact and unremoved;
  • In the original manufacturer packaging, including the presentation box, outer carton, and any pouches or travel cases;
  • With all accessories and documentation, including the warranty card, instruction manual, authenticity certificate, spare links, and any complimentary items received;
  • Unaltered, meaning the bracelet has not been resized, the item has not been engraved, serviced, repaired, or modified by any third party.

Wristwatch bracelets that have had links removed, or watches whose case back, crown, or movement shows evidence of opening or tampering, are not eligible for return under any circumstances.

4. Non-Returnable Items

The following are final sale and cannot be returned, exchanged, or refunded, except where the item arrives damaged, defective, or incorrect:

  • Personalized, engraved, custom-configured, or made-to-order timepieces;
  • Items marked "Final Sale," "Clearance," or "As-Is" at the time of purchase;
  • Gift cards and digital store credit;
  • Items returned without the original packaging, warranty card, or required accessories;
  • Items showing signs of wear, damage, misuse, accident, negligence, unauthorized service, or water exposure beyond the manufacturer's stated resistance rating.

5. How to Request a Return

  1. Contact us at support@northavenwatches.com within the 30-day window. Include your order number, the full name used at checkout, the item(s) you wish to return, and the reason for the return.
  2. Attach photographs of the item and its packaging in their current condition. This is required for all return requests and protects both parties in the event of a shipping dispute.
  3. Await your RMA number and return instructions. We respond to all return requests within two (2) business days. Our returns processing facility may be located outside the United States; the correct destination address will be provided in your RMA email. Do not ship any item to an address that has not been issued to you in writing.
  4. Ship the item back within fourteen (14) calendar days of receiving your RMA number, using the instructions provided. Authorizations expire after this period.

6. Return Shipping and Insurance

Because of the value of the merchandise we sell, all returns must be shipped using a fully tracked and insured service, with the declared value equal to the full purchase price and signature confirmation required at delivery.

  • Change-of-mind returns: the customer is responsible for return shipping costs, insurance, and any applicable duties, taxes, or brokerage fees. Original shipping charges, if any were paid, are non-refundable.
  • Damaged, defective, or incorrect items: Northaven covers all return shipping costs and will provide a prepaid, insured return label.

Northaven is not responsible for returned parcels that are lost, stolen, or damaged in transit. Until the item is received and verified by our facility, the risk of loss remains with the customer. We strongly recommend retaining your shipping receipt and tracking number.

7. Inspection and Processing

All returned merchandise undergoes an authentication and condition inspection by a qualified technician. Inspection is completed within five (5) business days of the parcel being received at our facility.

If the item does not meet the conditions set out in Section 3, we will contact you before taking any action. At our discretion, and with your consent, we may either return the item to you at your expense or apply a partial refund deduction of up to twenty percent (20%) of the purchase price to account for missing accessories, missing packaging, or diminished value resulting from handling beyond what is necessary to examine the item.

No restocking fee is charged for items returned in fully compliant, unworn condition.

8. Refunds

Once your return has passed inspection, we will notify you by email and issue your refund to the original method of payment. No other refund method is available, and refunds cannot be redirected to a different card, account, or person.

  • Refunds are issued within five (5) business days of approval.
  • Depending on your bank or card issuer, funds typically appear on your statement within an additional five (5) to ten (10) business days. This posting period is controlled by your financial institution and is outside our control.
  • The refund amount covers the purchase price of the returned merchandise. Original shipping charges and return shipping charges are non-refundable, except where the return results from our error or a defective item, in which case the full amount paid is refunded.

If more than fifteen (15) business days have passed since your refund was approved and you have not received it, contact your bank or card issuer first, then reach out to us at support@northavenwatches.com.

9. Exchanges

We are pleased to exchange an eligible item for a different model or variant, subject to availability. To request an exchange, follow the process in Section 5 and specify the desired replacement. If the replacement carries a higher price, the difference will be invoiced before dispatch; if it carries a lower price, the difference will be refunded to your original payment method.

Exchange shipments are subject to the same delivery timeframe stated in Section 12.

10. Damaged, Defective, or Incorrect Items

If your timepiece arrives damaged, defective, or is not the item you ordered, notify us at support@northavenwatches.com within seventy-two (72) hours of delivery. Please include:

  • Your order number;
  • Clear photographs of the item, showing the fault or discrepancy;
  • Photographs of the outer shipping box and all internal packaging, including any visible damage;
  • A short description of the issue.

Verified claims are resolved at your choice of a free replacement, a full refund including all shipping costs, or a repair at our expense. We will provide a prepaid, insured return label. Claims submitted after 72 hours may still be reviewed under the manufacturer's warranty (Section 15) but may not qualify for full-refund treatment.

Please retain all original packaging until your claim is resolved. Discarding packaging may prevent us from filing a carrier claim on your behalf.

11. Order Cancellations

Orders may be cancelled free of charge at any time before the order enters processing, and in all cases within twelve (12) hours of purchase. Send your cancellation request to support@northavenwatches.com with your order number in the subject line.

Once an order has been processed or handed to the carrier, it can no longer be cancelled. It may instead be returned under Section 2 after delivery. Refusing delivery does not constitute a valid cancellation, and refused parcels are subject to the return shipping and inspection terms above.

12. Delivery Timeframes and Your Right to Cancel for Delay

Estimated delivery is 8 to 30 business days from the date the order is processed. Delivery times are estimates, not guarantees, and may be affected by customs clearance, carrier delays, weather, or public holidays.

In accordance with the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435), if we are unable to ship your order within the timeframe stated at the time of purchase, we will notify you of the delay, provide a revised shipping estimate, and offer you the choice of consenting to the delay or cancelling your order for a prompt and full refund. If we cannot obtain your consent, the order will be cancelled and refunded in full without any further action required from you.

13. Lost, Undelivered, or Stolen Packages

If tracking shows your parcel as delivered but you have not received it, first check with household members, building management, and neighbors, and confirm the shipping address on your order. If the parcel still cannot be located, contact us within seven (7) calendar days of the recorded delivery date and we will open an investigation with the carrier.

If a parcel is confirmed lost in transit by the carrier, we will send a replacement or issue a full refund at your election. Northaven is not responsible for parcels delivered to an incorrect or incomplete address supplied by the customer at checkout.

14. Customs, Duties, and Import Charges

Orders are shipped from outside the United States. Import duties, tariffs, taxes, and brokerage fees, where applicable, are determined by U.S. Customs and Border Protection and are the responsibility of the recipient unless stated otherwise at checkout.

If a parcel is refused or abandoned at customs, any duties, storage fees, and return freight incurred will be deducted from any refund due. Customs charges already paid are not refundable by Northaven; you may be able to reclaim them directly from the relevant authority.

15. Manufacturer's Warranty

Warranty coverage is separate from and additional to this Return and Refund Policy. Where a manufacturer's warranty applies, its terms are supplied with your timepiece. Warranty claims typically cover defects in materials or workmanship and exclude normal wear, battery depletion, strap and crystal damage, water damage beyond the stated resistance rating, and any damage caused by accident, misuse, or unauthorized service. Contact support@northavenwatches.com and we will assist you in submitting a warranty claim.

Nothing in this policy limits any non-waivable rights you may have under applicable federal or state consumer protection law, including the Magnuson-Moss Warranty Act.

16. Payment Disputes and Chargebacks

If you believe there is an error on your account, we ask that you contact us first at support@northavenwatches.com so that we can resolve the matter directly. Most issues are resolved within a few business days.

Your right to dispute a billing error with your card issuer under the Fair Credit Billing Act is not affected by this policy. However, initiating a chargeback while merchandise is in transit, or in place of following the return process above, may delay resolution. Chargebacks filed for merchandise that was delivered and not returned in accordance with this policy will be contested with delivery, tracking, and inspection evidence.

17. State-Specific Disclosures

California: In accordance with California Civil Code § 1723, this policy is conspicuously posted and made available prior to purchase. Refunds are available for eligible merchandise within the 30-day period described in Section 2, subject to the conditions stated herein.

New York: In accordance with New York General Business Law § 218-a, our refund policy is disclosed to consumers prior to the completion of any transaction.

Florida, Ohio, and other states: Where state law requires disclosure of restrictions on refunds, those restrictions are set out in Sections 3, 4, 6, and 7 of this policy and are disclosed prior to purchase.

18. Contact

All return, refund, exchange, and cancellation requests must be submitted to:

Email: support@northavenwatches.com
Response time: within 2 business days
Support hours: Monday to Friday, 9:00 AM to 6:00 PM WET, excluding public holidays

Legal entity and registered address:
RONDINELLI PATRIX SILVA TOLEDO
11 Fernando Maurício Street
Lisbon, Lisbon 1950-447
Portugal

Please do not return merchandise to the registered address above unless it has been specifically issued to you as the return address in your RMA email.

19. Changes to This Policy

We may update this Return and Refund Policy from time to time to reflect changes in our practices or in applicable law. The version in effect on the date your order was placed governs that order. Material changes will be posted on this page with a revised "Last updated" date.