Returns & Refunds

14-day return window

You may request a return within 14 calendar days after the carrier records your order as delivered. A return authorization is required before anything is mailed back. Products sent without authorization may be delayed or refused.

Return condition

To receive a full merchandise refund, the watch must be unused, unworn, unsized, and returned in the same condition in which it arrived, with all protective films intact and all original packaging, accessories, cards, manuals, and gifts included.

• Trying the watch on carefully indoors is acceptable, provided it remains free of wear.
• Do not resize the bracelet, remove links, remove protective films, engrave the watch, or wear it outside if you may return it.
• A restocking deduction of up to 15% may apply when protective films have been removed, a bracelet has been sized, packaging is incomplete, or the item shows minor handling marks.
• Items with material wear, scratches, dents, alteration, missing components, or damage may be ineligible for return.

Starting a return

Submit the contact form with your order number and the reason for the return. If approved, TURTLE will provide a return authorization and packing instructions. The customer is responsible for return shipping unless the item arrived defective, damaged in transit, or different from what was ordered. When a prepaid label is offered for a discretionary return, its cost may be deducted from the refund.

Use a trackable, adequately insured shipping method. TURTLE is not responsible for a return package until it is delivered to the authorized return location.

Refunds

After the return is received and inspected, TURTLE will confirm whether the refund is approved and identify any deduction. Approved refunds are issued to the original payment method, generally within 10 business days after inspection. Banks and card issuers may require additional time to post the credit.

Original outbound shipping, expedited shipping, international duties, and similar charges are not refundable unless the return results from a TURTLE error or a qualifying defect. Any refund will comply with applicable law.

Exchanges and damaged orders

Exchanges depend on available inventory. Because TURTLE watches are produced in small batches, an identical replacement may not be available. When replacement is not reasonably possible, TURTLE may offer repair, store credit, a comparable replacement, or a refund.

Report an incorrect item, visible shipping damage, or a product that is defective on arrival within 48 hours of delivery whenever possible. Keep the packaging and provide clear photographs so TURTLE can assist with the carrier or determine the appropriate resolution.

Cancellations and preorders

Contact TURTLE promptly to request cancellation. An order may be cancelled for a full refund before it enters packing or fulfillment. Once an order has shipped, it must follow the return process above.

Any preorder or reservation-specific cancellation terms will be displayed before payment. Unless a product page clearly states otherwise before checkout, a preorder may be cancelled before dispatch.

Non-returnable items

Gift cards, personalized or engraved products, final-sale items clearly marked before purchase, and products damaged through misuse are not returnable, except where required by law. Warranty rights are separate from the return window.