Return & Refund Policy
Refunds & Returns Policy
This policy explains the conditions applicable to order cancellations before dispatch, returns after delivery and the processing of approved refunds. Nothing in this policy limits any consumer rights that cannot legally be excluded under applicable law.
14-Day Return Policy
Return requests must be submitted within 14 days of confirmed delivery. Requests submitted outside this period cannot be accepted, except where otherwise required by applicable law.
To initiate a return, please contact support@henloxandco.com and provide your full name, order number, reason for return and relevant supporting information.
Return Condition Requirements
To qualify for a return, the timepiece must remain:
• In its original, unworn condition
• With all protective films and factory seals intact
• Accompanied by all original packaging, accessories and documentation
• Free from scratches, marks, alterations or other signs of wear
The protective films preserve the factory-finished surfaces and help confirm that the watch has not been worn or altered.
Customers should carefully inspect the timepiece before removing any protective films or seals. Removal of these protective elements may affect return eligibility where legally permitted.
Damaged, Faulty or Incorrect Items
In the rare event that a timepiece arrives damaged, faulty or different from the item ordered, please contact us immediately.
All HENLOX timepieces are inspected before dispatch, with detailed images and video documentation recorded before each watch leaves our atelier.
Customs authorities may occasionally open packages for inspection, and damage caused through external handling can rarely occur despite shipments being appropriately packaged and insured.
To help us investigate efficiently:
• Initial concerns should be reported within 24 hours of confirmed delivery
• Clear photographs, video footage and a detailed explanation should be submitted within 48 hours
• All protective films, seals, packaging and documentation should remain intact while the matter is reviewed
These timeframes allow us to investigate the shipment, review our quality-control records and raise any necessary claim with the courier or insurance provider.
Failure to report transit damage promptly may affect our ability to verify the claim or recover costs from the delivery provider. However, these reporting periods do not remove any statutory consumer rights that apply under applicable law.
Where a return is approved because the item is confirmed to be damaged, faulty or incorrectly supplied, HENLOX will arrange or reimburse reasonable return shipping costs.
Following inspection, we may offer a repair, replacement or refund, depending on the circumstances, product availability and applicable consumer law.
Customer Return Shipping Responsibility
For change-of-mind returns, all costs associated with returning the timepiece are the customer’s responsibility, except where applicable law requires otherwise.
This may include:
• Return shipping fees
• Customs charges
• Duties and taxes, where applicable
• Courier insurance charges
The customer must ensure that the timepiece is securely packaged and shipped using a fully tracked, insured and signed-for courier service.
Responsibility for the returned item remains with the customer until it has been successfully delivered to and received by our designated service centre.
HENLOX is not responsible for:
• Lost or delayed return shipments
• Damage caused by inadequate return packaging
• Returns shipped without tracking or insurance
• Returns sent to an incorrect or unauthorised address
• Packages that remain uncollected at a customs facility, courier warehouse or collection point
Customers must obtain return authorisation before sending a timepiece.
Return Identification
The following information must be included securely inside the return package:
• Customer’s full name
• HENLOX order number
• Email address used to place the order
• Return authorisation or support reference
• Brief explanation of the reason for return
Please also send the tracking information by email.
We receive a high volume of shipments, and returns without sufficient identification may experience processing delays. For security reasons, packages cannot enter the inspection process until the associated order and customer have been verified.
Inspection and Approval
All returned timepieces undergo inspection at our designated service facility.
The inspection verifies that the watch:
• Remains in its original condition
• Has not been worn, altered or damaged
• Includes all original packaging, accessories and documentation
• Retains the required protective films and factory seals
• Corresponds with the order and serial-number records
Refunds are issued only after the return has passed inspection.
If the return meets all applicable conditions, the refund will be approved immediately following inspection.
If the item does not meet the return requirements, we will contact the customer with the inspection findings and available options.
Return Delivery Timeframes
Customers should arrange approved returns promptly and monitor the tracking until successful delivery.
A shipment held for an extended period at a customs facility, courier warehouse or local collection point may delay or affect return processing.
Customers remain responsible for responding to courier requests and ensuring that the shipment reaches the authorised return address.
Refund Processing
Once a return has been received, inspected and approved, the refund will be issued to the original payment method.
Please allow 5–10 business days for the funds to appear, depending on the customer’s bank or payment provider.
Refunds are processed in the original transaction currency. The final amount appearing on a customer’s statement may vary because of exchange-rate movements or charges applied by their financial institution.
Original expedited shipping charges are non-refundable. Standard delivery costs will be handled in accordance with the applicable consumer laws of the customer’s country or region.
Non-Returnable Conditions
A return may be refused where legally permitted if:
• The watch shows signs of wear or use
• Protective films or factory seals have been removed
• The return request was submitted outside the applicable return period
• The product has been scratched, altered or damaged after delivery
• Original packaging, accessories or documentation are missing
• The timepiece has been engraved, personalised or individually commissioned
• The item was returned without prior authorisation
• The item was sent to an incorrect or unauthorised address
These exclusions do not affect rights relating to products that are confirmed to be faulty, damaged or incorrectly supplied.
Order Cancellations Before Dispatch
HENLOX begins processing orders shortly after they are placed. This may include payment processing, order verification, stock allocation, quality assurance and preparation for dispatch.
If you wish to cancel an order, please contact support@henloxandco.com as soon as possible. Cancellation requests must be received before the order has been dispatched.
We will make every reasonable effort to stop the order. However, cancellation cannot be guaranteed once the order has entered final processing or has been transferred to our delivery partner.
Orders that have already been dispatched must be handled under our 14-Day Return Policy below.
Cancellation Fees for United States Orders
For eligible United States orders where payment has already been captured, a 6.23% cancellation deduction will apply to cover the payment-processing and currency-conversion costs incurred when the transaction was processed. Unfortunately, these charges are retained by the payment provider and cannot be recovered by us once the transaction has been processed. The remaining will be refunded to the original payment method.
For example:
- Original order value: $1,895.00
- Total non-refundable Shopify charges: approximately $118.12
- Remaining refund: approximately $1,776.88
Refunds are issued in the original transaction currency. Any exchange-rate differences or additional charges applied independently by the customer’s bank or card provider are outside HENLOX’s control.
This deduction applies only to eligible cancellations made before dispatch and does not apply where prohibited by law or where an order is cancelled because HENLOX is unable to fulfil it. A cancellation is only confirmed once written confirmation has been issued by HENLOX.
Production Commencement & Cancellation Restrictions
Once an order has entered production, assembly, customisation, movement testing or quality assurance, it cannot normally be cancelled.
This is because work has already begun, production resources have been allocated and operational costs have been incurred specifically for that order.
Estimated production and delivery dates are provided in good faith. Minor delays arising during production, quality control, customs clearance or international transportation do not automatically create a right to cancel an order that remains actively in production or processing.
Orders that have already been dispatched cannot be cancelled and must instead be handled under the 14-Day Return Policy below.
Timepieces that have been engraved, modified, personalised or individually commissioned cannot be cancelled once design or production has commenced.
Custom and Personalised Orders
Timepieces that have been engraved, modified, personalised or individually commissioned cannot normally be cancelled once design or production has commenced.
This restriction does not affect applicable statutory rights, including rights relating to faulty, damaged or incorrectly supplied products.
Chargebacks and Payment Disputes
We strongly encourage customers to contact our support team before opening a chargeback or payment dispute.
Our team will make every reasonable effort to investigate and resolve the matter directly.
Chargebacks submitted without following the applicable cancellation or return process may be formally challenged using order records, delivery confirmation, pre-dispatch inspection documentation and correspondence associated with the transaction.
Opening a payment dispute can significantly extend the resolution timeframe.
Contact Us
For cancellations, returns, refunds or product concerns, please contact:
Please include your full name and order number so our team can assist you as quickly as possible.