EXCHANGES & REFUNDS
EXCHANGES
We will happily to exchange any product that you are not 100% happy with. To request an exchange, make sure you contact us within 30 days from your purchase date and let us know which product/s you’d like to exchange your order for. If the new item/s are a different price, we’ll make arrangements for a refund of the difference, or provide you with an easy way to pay the gap. We will then give you an address to ship your returned order to.
For the exchange to be processed please follow this 3 step process to be eligible:
- The product is unused and in brand new condition.
- The product is in original packaging.
- The product is returned to us within 30 days.
We do not cover postage costs for returning your items but we will happily cover the cost of shipping your replacement to you. As soon as we’ve received your returned order and checked it, we will send your replacement immediately.
Please note: Sale items are unable to be returned for a refund but may be exchanged for a fee.
RETURNS
We strive to ensure you are entirely happy with your product and the process in which you received it. If you are unhappy with any of these matters please promptly contact our Customer Service Team. To request a refund, make sure you contact us within 30 days from your purchase date. We will then provide you with an address to return your order to.
For a refund to be processed, your products must follow the 3 step exchange/return policy. We do not cover postage costs for returning your items. As soon as we’ve received your returned order and checked it, we will issue a full refund for the product price. Shipping is non-refundable. Refunds will be processed to the same payment method used at checkout.
FAULTY ITEMS
All of our products are checked for quality before they are shipped. In the unlikely event that your product arrives damaged, please contact our Team immediately, so we can offer you our assistance. We will require photos and information about the damage and, once received, we will make arrangements to have a replacement product sent to you as quickly as possible.
Premium Watch Winders
At Westhill Watch Boxes, our Premium Watch Winders are carefully crafted and prepared to order, often with custom configurations, finishes, and imported components specifically allocated to each customer order.
Because of the bespoke nature of these products, we are unable to accept returns or provide refunds for change of mind purchases.
Change of Mind
We do not offer returns, exchanges, or refunds for:
- Change of mind
- Incorrect selection
- Preference changes after ordering
- Delays caused by customer-requested modifications or approvals
- Minor variations in grain, colour, texture, or finish that naturally occur in handcrafted materials
Please ensure you carefully review all product specifications, dimensions, finishes, and configurations before placing your order. If you are unsure about any details, our team is happy to assist prior to purchase.
Damaged or Faulty Items
In the unlikely event your item arrives damaged, faulty, or not as described, please contact us within 48 hours of delivery with:
- Your order number
- Photos/videos of the issue
- Photos of the packaging and shipping carton
We will assess the issue and, where required under Australian Consumer Law, provide an appropriate remedy which may include repair, replacement, or refund.
Australian Consumer Law
Nothing in this policy excludes or limits your rights under the Australian Consumer Law. You are entitled to a replacement, repair, or refund where required by law for products that are faulty, significantly not as described, or fail to meet consumer guarantees.
