Refund policy

Shipping lead times

Most of the orders are processed within 1-3 days of receiving them. In some instances, for products that necessitate manual assembly, like watch bands, lead times processing can take up to 10-15 days depending on the design complexity.

Refunds

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customercare@exonaute.com. Please note that returns will need to be sent to the following address: EXONAUTE, 18 Hawthorn road, Marblehead, MA 01945.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. While we offer free shipping, you are responsible for covering the cost of your return.

Restocking fee

We want you to be completely satisfied with your purchase of our watches, but we understand that sometimes returns are necessary. If you decide to return a watch/watch case for any reason, please be aware that there will be a 20% restocking fee deducted from your refund to cover the costs associated with processing the return. Rest assured, we strive to provide you with high-quality timepieces, and our return policy is designed to ensure a smooth and fair process for both parties.

You can always contact us for any return questions at customer@exonaute.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as made on demand orders or personalized items) or products on sale. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sales items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.