Return & Refund Policy
14-Day Return Policy
Return requests must be submitted within 14 days of confirmed delivery.
Requests made outside this period cannot be accepted.
Condition Requirements
To qualify for return, the timepiece must remain:
• In original unworn condition
• With all protective films fully intact
• Accompanied by original packaging and documentation
The protective film preserves the factory-finished surfaces and confirms the watch has not been worn or altered. The protective film must remain on the watch.
Removal of protective seals or films voids return eligibility.
Damaged Items
In the very rare occasion a watch arrives damaged due to customs inspection or third-party mishandling during transit, please be aware that all Henlox watches are fully inspected prior to dispatch, with detailed video and image documentation recorded before the watch leaves our atelier. This ensures there is no possibility of a damaged item being intentionally shipped from our side.
Unfortunately, customs authorities may occasionally open packages for inspection, and while shipments are fully insured, damage caused during handling outside of our control can rarely occur.
To protect both parties and allow us to properly investigate any issue internally, strict company policy requires that any transit damage or product concern must be reported within 24 hours of confirmed delivery. Full details of the issue, including clear video footage and supporting images, must then be submitted to our team within 48 hours of receipt.
In addition, we kindly ask that all protective films, seals, and packaging remain fully intact until the investigation process has been completed. These protective elements act as part of our originality verification and quality-control process, linked directly to serial number allocation, stock tracking, and authentication procedures. Once removed, this can affect internal verification and returns eligibility assessments.
Failure to report the issue within these timeframes may result in refund eligibility becoming void. In such cases, the matter will instead proceed under our replacement policy. Where approved, we will arrange and cover the return shipping from your location back to our atelier. Upon inspection, a replacement watch will be issued subject to availability. If a replacement is not possible, a full refund will be provided.
Return Shipping Responsibility
Henlox operates as a global luxury brand serving clients worldwide. Due to the international nature of our logistics network, all costs associated with returning a timepiece are the responsibility of the customer.
This includes:
• Return shipping fees
• Customs charges
• Duties and taxes (if applicable)
Customers must ensure the timepiece is securely packaged and shipped using a fully tracked and insured courier service. Responsibility for the item remains with the customer until it has been received and inspected.
Henlox is not responsible for:
• Lost or delayed return shipments
• Returns sent to incorrect addresses
Return Address
All customers must send returns to which from there will be sent to our EU altier.
Henlox Returns
Suite 6356-280
Unit 9, Skyport Drive
West Drayton
Middlesex
UB7 0LB
United Kingdom
The same inspection conditions apply. Protective films must remain intact.
Inspection & Approval
All returned timepieces are received at our designated logistics facility for inspection.
Please ensure the order details are clearly attached to the return shipment so our team can correctly identify and process your return upon arrival. Please also be aware that any return shipment held at a customs facility, courier warehouse, or local collection point for an extended period may fall outside of the eligible return window due to delays beyond our control. To avoid any issues with processing, we kindly recommend arranging the return shipment promptly and monitoring the tracking closely to ensure successful delivery within the stated return timeframe.
Alternatively, send a confirmation email with the tracking information. We receive a high volume of shipments daily, and without proper identification, we are unable to begin the refund process. For security reasons, packages cannot be opened without clear, labelled information.
This ensures the watch:
• Remains in original condition
• Has not been worn, altered, or damaged
• Includes all original packaging and accessories
• Retains all protective films and factory seals
Refunds are issued only after inspection approval.
If all conditions are met, refunds are processed immediately following inspection.
Refund Processing
Once approved, refunds will be issued to the original payment method within 5–10 business days, depending on your bank or payment provider. Original shipping fees are non-refundable unless the return is due to a confirmed manufacturing defect.
Non-Returnable Conditions
Returns will not be accepted if:
• The watch shows any signs of wear
• Protective films or seals have been removed
• The request is submitted outside the return window
• The product has been damaged due to misuse
Chargebacks & Payment Disputes
We strongly encourage customers to contact our support team prior to opening a payment dispute.
Chargebacks submitted without following the official return process may be legally challenged with the payment provider and can significantly extend resolution timelines.
For all return inquiries, please contact:
support@henloxandco.com