Delivery and Returns
1. Order Delivery
Your orders are prepared and shipped within 48 business hours (excluding weekends and public holidays). In case of high demand, this period may be extended to up to 72 hours. A confirmation email containing the tracking number will be sent to you as soon as your order is shipped.
Estimated Delivery Times:
- Metropolitan France: 5 to 8 business days
- International: 5 to 12 business days (varies by destination)
Countries Delivered:
Germany, Austria, Belgium, Bulgaria, Canada, Cyprus, South Korea, Croatia, Denmark, United Arab Emirates, Spain, Estonia, United States, Finland, France, Greece, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, Norway, Netherlands, Poland, Portugal, Romania, United Kingdom, Singapore, Slovakia, Slovenia, Sweden, Switzerland, Czech Republic.
Shipping Costs:
Free shipping to France and Europe for orders over €49. For other countries, shipping costs are calculated at checkout. For deliveries outside the European Union, customs duties or local taxes remain the customer's responsibility.
2. Undelivered or Lost Packages
If you have not received your package within 30 days of shipment, you can request either a free reshipment or a full refund of your order. In case of confirmed loss by the carrier (or no movement for 45 days), a solution will be automatically proposed.
3. Right of Withdrawal and Returns
Deadlines and Conditions:
In accordance with Article L221-18 of the French Consumer Code, you have 14 calendar days from the date of receipt to notify us of your withdrawal request. You then have an additional 14 days to return the items from the date of this notification.
Commercial Extension of the Return Period (30 Days)
In addition to the legal right of withdrawal of 14 days provided by Article L221-18 of the French Consumer Code, Rotation Horlogère offers its customers a commercial extension allowing them to return their items within a total of 30 days from the receipt of the order. This extension is an additional commercial benefit and does not in any way affect or replace the legal right of withdrawal of 14 days, which remains fully applicable in accordance with current legislation. Beyond the legal period of 14 days and up to 30 days, returns are accepted subject to the same return conditions (new, unused, complete product in its original packaging), with refund or credit according to the terms of this policy.
Return Procedures:
To process a return, please fill out the return form available on our website, carefully pack the product in its original condition, and ship it at your own expense using a carrier of your choice (recommended insurance for valuable items).
Important: Return shipping costs are at the customer's expense, unless there is an error on our part or the product is non-compliant.
Product Condition:
For the return to be accepted, the item must be new, unused, and free of excessive handling marks. The original packaging (box, protections, cables, manual) must be complete and intact. Any damage, scratches, or alterations will be subject to depreciation in accordance with Article L221-23 of the French Consumer Code. In case of incomplete returns or devalued items, Rotation Horlogère reserves the right to claim compensation equivalent to the observed depreciation or to refuse the return if the product is clearly unsellable.
Products Damaged During Return:
If you use your own carrier, the return is your responsibility. In case of damage during return shipping, you must file a claim with the carrier. No compensation will be provided by Rotation Horlogère if the item arrives damaged due to poorly secured or uninsured transport.
3a. Right of Withdrawal for Professionals
The 14-day right of withdrawal provided by Article L221-18 of the French Consumer Code applies only to consumers, i.e., natural persons acting for purposes unrelated to their trade, business, or profession. Any order indicating a company name or business name in the delivery or billing information will be considered as made in a professional context and will not benefit from this right. However, legal guarantees of conformity and against hidden defects remain applicable.
4. Refunds
A full refund of the amounts paid (including initial shipping costs) will be processed upon receipt and verification of the return, minus any depreciation. The processing time is 3 to 10 business days after receipt. The refund will be made to the original payment method.
If you encounter any issues receiving your refund, we recommend checking with your bank or contacting us at info@rotation-horlogere.com.
5. Exchanges
We accept exchanges in the form of a credit note added to your account upon receipt of the returned product. The exchange can be for a different finish, model, or equivalent reference. The new product must be ordered via the online store using the credit note.
6. Defective or Damaged Products
If you receive a defective or damaged item, please contact our customer service within 14 days of receipt, with a description and supporting photos. Once the defect is confirmed, we will arrange either a free reshipment or a credit note at your convenience.
If the product has a purely minor aesthetic defect that does not affect its use or functionality (e.g., micro-scratches, grain, artisanal variations), a partial refund may be offered without replacement.
7. Replacement Policy
A replaced item can only be exchanged or replaced once, except in cases of proven defectiveness. Multiple requests for the same item, outside of non-compliant use, will be refused.
8. Specifics of Handcrafted Products
Many products are handmade or hand-assembled. They may therefore have slight irregularities (e.g., wood, alignment, color, finish), which are characteristic of their artisanal nature and cannot be considered defects.
9. Gifts
If the item was given to you as a gift (purchased as a gift), a credit note will be issued if the return is accepted. If the item was not identified as a gift, the refund will be made to the original purchaser.