Delivery and Returns
1. Order Shipping
Your orders are prepared and shipped within 48 working hours (excluding weekends and public holidays). In periods of high demand, this time frame may be extended to 72 hours. A confirmation email containing the tracking number will be sent to you as soon as the order is dispatched.
Estimated delivery times:
- Metropolitan France: 5 to 8 working days
- International: 5 to 12 working days (varies depending on destination)
Countries delivered to: 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, Czechia.
Shipping fees: Free delivery within France. For other countries, fees are calculated at checkout. For deliveries outside the European Union, customs duties or local taxes remain the responsibility of the customer.
2. Undelivered or lost parcels
If your order has not been received within 30 days from shipment, you may request either a free reshipment or a full refund of the order. In the event of a loss confirmed by the carrier (or no tracking movement for 45 days), a solution will automatically be offered.
3. Right of withdrawal and returns
Time frame 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.
Return procedure: To proceed with a return, fill out the return form available on our website, carefully pack the product in its original condition, and ship it at your expense using the carrier of your choice (insurance recommended for valuable items).
Important: Return shipping costs are the responsibility of the customer, except in the case of an error on our part or a non-compliant product.
Product condition: To be accepted, returned items must be new, unused, and free from excessive handling marks. The original packaging (box, protective materials, cables, manual) must be complete and intact. Any damage, scratches, or alterations will result in a depreciation, in accordance with Article L221-23 of the French Consumer Code.
In the event of an incomplete return or a devalued item, Rotation Horlogère reserves the right to claim compensation equivalent to the depreciation observed or to refuse the return if the product is clearly not resellable.
Products damaged during return shipping: If you arrange your own carrier, the return is under your responsibility. In case of damage during return transport, it is your responsibility to file a claim with the carrier. No compensation will be due by Rotation Horlogère if the item arrives damaged due to inadequate or uninsured return shipping.
3a. Right of withdrawal for professional orders
The 14-day right of withdrawal provided for in Article L221-18 of the French Consumer Code applies only to consumers, meaning natural persons acting for purposes unrelated to their professional activity.
Any order indicating a company name or business name in the shipping or billing information will be considered as placed for professional use and will not benefit from this right.
Statutory warranties of conformity and against hidden defects remain applicable.
4. Refunds
A full refund of the amounts paid (including initial delivery costs) will be issued upon receipt and inspection of the returned item, minus any applicable depreciation. Processing time is 3 to 10 working days after receipt. Refunds are 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 store credit applied to your account upon receipt of the returned product. The exchange may be for another finish, model, or equivalent reference. The new product must be ordered through the online store using the store credit.
6. Defective or damaged products
If you receive a defective or damaged item, contact our customer service within 14 days of receipt, with a description and photos as evidence. Once the defect is confirmed, we will arrange either a free reshipment or store credit at your convenience.
If the product has a purely minor cosmetic defect that does not affect its use or functionality (micro-scratch, grain, artisanal variation), a partial refund may be offered without replacement.
7. Replacement policy
A replaced item may only be exchanged or replaced once, except in the case of a confirmed defect. Multiple requests for the same item, outside of non-compliant use, will be refused.
8. Characteristics of artisanal products
Many of our products are handmade or hand-assembled. They may therefore display slight irregularities (wood, alignment, shade, finish), which reflect their artisanal nature and cannot be considered defects.
9. Gifts
If the item was given to you as a gift (purchase identified as such), store credit will be issued for an accepted return. If the item was not identified as a gift, the refund will be made to the original purchaser.