Warranty & Returns
Warranty
Return Policy
Section 1: Return Period
Section 2: Return Conditions
Section 3: Return Process
Section 4: Exchanges
Section 5: Defective Products
Warranty
Heir provides a limited two year warranty on all timepieces. This is covered from the original purchase date from us or an authorised retailer. This warranty covers against material and workmanship defects on the watch itself which include the case, movement, and glass.
This does not apply to loss, theft, water damages and general wear and tear. Please note that straps are not covered by this warranty. If we do not find any defects described above, the product will be sent back to the Customer.
To make a warranty claim, please send an email to [email protected] with “Warranty Claim” as the subject. In the email you need to specify your name, address and order number. We require proof of purchase (using original purchase documentation) to honour any warranty claims. Please include a detailed description of the issue in your email.
We reserve the right to reject warranty claims if the above conditions are not met. Should a warranty claim be made successful, under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure. If it’s not a major failure you are entitled to have the goods repaired or replaced.
Return Policy
We take pride in ensuring all timepieces are manually inspected before shipping. For your total satisfaction, you may return products in accordance with the return and exchange policy set forth below. If the returns do not comply with the timeframes and conditions set out below, Heir may reject the request and send back the products to the Customer.
Section 1: Return Period
If you are not satisfied with our product ordered, you may return it for an exchange or full refund within 30 days of you receiving the order.
Should a refund be agreed upon, please allow up to fourteen (14) business days from when we receive your request for the refund to reflect on your bank statement.
Section 2: Return Conditions
All returns and exchanges are subject to the following conditions;
The product must be presented in its original condition and unused (for example, do not pull the strap through the buckle or adjust the time on your timepiece when it arrives until you decide it’s a keeper).
Heir will not accept any return if the product has been damaged, altered or shows signs of wear.
The product must be in the original Heir packaging with the protective materials, accessories, instruction booklet and pouches for the strap if applicable when additional straps were purchased.
All returns will be subject to strict quality control procedures to ensure that they meet the requirements above. If the products do not meet these requirements, Heir may refuse the return and send back the products to the Customer.
Returned goods must be carefully packaged to prevent damage in transit. Placing it safely within a bubble padded bag or satchel will be sufficient enough.
Section 3: Return Process
To arrange a return, please email [email protected]. After you have been in contact with one of our customer care team, we will send you a paid shipping label and detailed instructions on how to return your watch. Please include a copy of your receipt and order number as proof of purchase.
Ensure you seal the original delivery package and affix the paid delivery label to it.
Once we have received your returned items and inspected it, you will receive an email confirming that your refund has been processed. This usually takes three days to complete once we have received the item.
The Customer must keep a proof of return shipment and the tracking details. We accept no liability in the event that the Customer cannot provide such proof.
Only products received by Heir will be eligible for a refund or exchange. Upon receiving the returned products, Heir will verify that they satisfy the conditions of the return policy. If all conditions are met, we will proceed with the refund or exchange as the case may be.
Section 4: Exchanges
If a product is returned for exchange with another Heir product, and it satisfies the conditions of the return policy, we will send an invoice to the Customer’s email address, specifying the value of the returned product and the price of the item for which the original product is being exchanged.
The difference between the price of the two items will be calculated and the invoice will indicate whether the Customer is entitled to receive the amount (if the returned product is more expensive than the exchanged item) or pay Heir (if the returned product is less expensive than the exchanged item).
Section 5: Defective Products
At Heir, we subject our products to a rigorous quality control process to ensure they meet the highest engineering standards with the aesthetic appeal of modern tastes. However, material and workmanship defects are covered under our warranty conditions.
If such defects comply with our warranty conditions, you may return the product to us in accordance with the Return Policy. Please note that items that are damaged as a result of wear and tear are not considered to be defective.
If the returned product is certified as defective by Heir Watches, we may:
Send you a replacement of the same product (this is subject to availability) with the exact same specifications
At your request, refund the full price of your initial purchase
Exchange with another Heir product of equivalent or higher value (in which case you will be required to pay the difference).
