Refund policy

Returns and Exchanges Policy

This Policy describes how the Customer can return or exchange a product purchased on our official website.

1. Return or exchange period

  • The Customer may request a return or exchange of the product within 7 days of the delivery date, without having to give a reason.
  • The request must be sent before the period above expires.

2. How to submit a request

Send the request by email to the address of the brand you bought from:

  • Solar Aqua: info@solaraqua.ch

The request must include the following information:

  • first and last name
  • order number or invoice number
  • email address and phone number
  • country of delivery
  • watch model
  • type of request: refund or exchange (for an exchange, state the product you would like instead)
  • photos of the product and of everything that came with it, showing that they are intact and new
  • the following statement, written out in full: "I declare that the product will be sent back exactly as received, including all packaging and accessories, and that nothing has ever been used."

Next steps:

  • Our Customer Service will reply within about 48 business hours.
  • If the request is accepted, the Customer will receive the shipping address and a return code.
  • Write the return code on a sheet of paper and put it inside the package.
  • Also write the code on the outside of the parcel.

Please don't ship any product before our Customer Service has confirmed the return, so that it can be handled correctly and quickly. If a package arrives without a return code, it will be refused and the return will not be accepted.

3. Product condition

The returned product must be:

  • new and never worn, with no scratches or signs of use
  • complete with all original tags and protective films
  • in its original packaging, with all accessories, the warranty certificate, the instruction booklet and any free gifts received with the order

Every return is inspected by our laboratory. We only accept products that are new, intact and in resalable condition.

4. Products that cannot be returned

The following cannot be returned or exchanged:

  • personalized products, for example engraved items
  • products altered after delivery, for example with a shortened strap or links removed
  • products that are worn out, damaged or dirty
  • products with missing or damaged materials, for example the box or part of the packaging

5. Shipping your return

  1. Pack the product carefully in its original box, protected by outer packaging.
  2. Put the sheet with the return code inside.
  3. Ship the parcel within 3 days of your request, using a tracked and insured courier.
  4. Keep the shipping receipt and tracking number until the return has been fully processed.

Important information:

  • Return shipping costs are paid by the Customer.
  • The Customer is responsible for any loss or damage until we receive the parcel.
  • For international shipments, the customs documents must state "Returned goods" and the order number.
  • Payment providers (Stripe, PayPal, etc.) usually keep a fee, which will be deducted from the amount refunded.

6. Refunds

The refund is issued only after we receive the product and it passes inspection:

  1. Our warehouse receives the returned product.
  2. Our laboratory checks that the product meets the conditions in section 3.
  3. If it passes, the Customer receives an email confirming that the refund has been started.

Amount refunded:

  • We refund the price of the watch.
  • Shipping costs, duties and customs taxes are not refunded.

Refund method:

  • The refund is made to the same payment method used for the purchase.
  • Alternatively, if the Customer prefers, we can issue a gift card for the same amount, valid for 12 months.

If the product fails inspection:

  • If the product shows signs of use, damage or missing parts, it cannot be resold. In that case the return is not accepted and no refund is given.
  • The product will then be sent back to the Customer once the Customer has paid the shipping cost in advance, or the Customer can collect it in whatever way they prefer. If the product is not collected within 30 days, it will be destroyed or become the property of the company.
  • We will send the inspection result by email, with photos.

7. Exchanges

The Customer can exchange the product for another model from the same brand's collection.

  • Higher-priced product: the Customer will receive a payment link for the price difference.
  • Lower-priced product: the difference will be refunded or, if the Customer prefers, turned into a gift card valid for 12 months.
  • The new product will be shipped once our laboratory has approved the returned item.

8. Products received as a gift

  • Only the buyer can receive a refund.
  • If you received the product as a gift, you can contact our Customer Service to exchange it or to get a gift card valid for 12 months. The return and exchange process described above applies.

9. Gift cards

  • Gift cards issued for returns or exchanges are valid for 12 months from the date of issue.
  • They can only be used on the website of the brand that issued them.
  • Payment fees. Keeping back Stripe or PayPal fees from a refund can also be a problem under EU consumer rules. Get this checked along with the 7-day period.