Widerrufsrecht
Return & Refund Policy
Last updated: 18-06-2026
At TWT Custom Watches, we want you to be fully satisfied with your purchase. You may request a return or exchange within 30 days of delivery, provided the product meets the conditions below.
Return Window
You can request a return within 30 days after delivery.
Returns
We accept returns for both defective and non-defective products.
Eligible Products
Standard products are eligible for return within 30 days of delivery.
Personalised or made-to-order products may not be eligible for return unless they arrive damaged, defective, or incorrect. If a product is excluded from returns, this will be clearly stated before purchase.
Product Condition
Returned products must be in new, unused condition, including the original packaging and accessories.
You may inspect the item as you would in a physical store. If the item has been used, worn, damaged, altered, or returned without original packaging or accessories, we may deduct an amount from the refund based on the diminished value of the item.
Proof of purchase is required for all returns.
Return Method
Returns must be sent by mail to the return address provided in the return instructions.
To start a return, please contact us by email or live chat. After your return request has been approved, we will send you the return instructions.
Return Label
Customers are responsible for arranging and paying for their own return shipping.
We do not provide prepaid return labels for standard returns. We recommend using a tracked shipping service, as we cannot guarantee that we will receive your returned item.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, unless the item arrived damaged, defective, or incorrect.
If the item arrived damaged, defective, or incorrect, please contact us within 30 days of delivery. In these cases, return shipping costs will not be charged to the customer.
Restocking Fees
We do not charge any restocking fees.
Refund Processing Time
Once we have received and inspected the returned item, we will notify you about the approval of your refund.
Approved refunds will be issued to the original payment method within 10 days after receiving and approving the returned item. Please note that the time it takes for the refund to appear in your account may depend on your bank or payment provider.
Exchanges
We accept exchanges within 30 days of delivery, provided the product is returned in new, unused condition, including the original packaging and accessories.
To request an exchange, please contact us by email or live chat. After your request has been approved, we will send you the exchange instructions.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 30 days of delivery.
We will offer a replacement, repair, exchange, or full refund, depending on the situation and your preference where possible. In these cases, return shipping costs will not be charged to the customer.
How to Request a Return or Exchange
Email us at contact@twtwatch.nl or contact us via live chat on our website.
Please include:
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Your order number
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A description of the issue or return reason
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Photos or videos if the product is damaged, defective, or incorrect
After approval, we will send you the return or exchange instructions.
Contact Information
Company name: LoZa (TWT Watches)
Address: Meerval 26, 3344JG Hendrik-Ido-Ambacht, Netherlands
Email: contact@twtwatch.nl
Phone: +31 6 15151944
Chamber of Commerce Number (KVK): 90449843
VAT number: NL004816956B67
Customer support is available 7 days a week via email and live chat.