Returns & Refunds Policy
Last updated: 6 August 2026
Your rights depend on where you live. Please read the section that applies to you.
Part A – Customers in the European Union
A1. Your right to withdraw (14 days)
As a consumer resident in the European Union, you have the right to withdraw from your purchase within 14 calendar days without giving any reason, under Directive 2011/83/EU on consumer rights.
The withdrawal period expires 14 days from the day on which you, or a third party indicated by you other than the carrier, take physical possession of the goods.
A2. How to withdraw
To exercise this right, send us a clear statement of your decision by email to info@domuscraveri.com.
You may use the model withdrawal form provided by law, but it is not mandatory. Simply state your order number, your name, and that you wish to return the item. To meet the deadline, it is sufficient that you send your communication before the 14-day period expires.
A3. Returning the goods
Please do not send anything back before contacting us. Once we receive your notice we will reply with return instructions and the correct return address. Items sent back without prior authorisation cannot be processed.
After we confirm, send the goods back no later than 14 days from the day you communicated your withdrawal.
Goods should be complete, with all accessories, documentation and packaging where possible, and in resaleable condition. You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the item.
A4. Return shipping costs
You bear the direct cost of returning the goods when exercising the right of withdrawal. This does not apply where the item is faulty, damaged or incorrect - in those cases we cover all return costs in full.
A5. Refunds
We will reimburse all payments received from you, including the standard delivery cost, within 14 days of being informed of your decision. We may withhold reimbursement until we have received the goods back, or until you have supplied proof of having sent them, whichever is earliest. Refunds are issued to the same payment method used for the original transaction.
A6. Legal guarantee of conformity
Goods benefit from the legal guarantee of conformity of at least 2 years under Directive (EU) 2019/771. Where the law of your country of residence provides a longer period, that longer period applies. For customers resident in Portugal, the legal guarantee is 3 years.
If goods are not in conformity, you are entitled to have them brought into conformity by repair or replacement, to a proportionate price reduction, or to terminate the contract, in accordance with applicable law.
In addition to your statutory rights, the manufacturer provides a one-year commercial warranty against manufacturing defects. This warranty is additional to, and does not limit, the legal guarantee described above.
Neither covers damage caused by misuse, accident, normal wear and tear, exposure to conditions contrary to the manufacturer's instructions, or unauthorised repair.
A7. Complaints and dispute resolution
We are established in Portugal. Consumers may complain through the Portuguese Electronic Complaints Book: www.livroreclamacoes.pt
For out-of-court settlement you may refer the matter to an alternative dispute resolution body such as CNIACC or CICAP. Consumers in other EU Member States may also contact their national consumer authority or a local ADR body.
Part B – Customers in the United States
B1. Returns are accepted for defective, damaged or incorrect items only
We do not accept returns or exchanges for change of mind, incorrect size or colour choice, or buyer’s remorse. Please choose carefully and review the product specifications before ordering.
We do accept returns where the item:
- Arrives damaged or defective
- Is not the model, colour or variant you ordered
- Develops a manufacturing fault within the warranty period below
B2. One-year warranty
Every watch is covered by a one-year warranty against manufacturing defects, running from the date of delivery.
Damage in transit or an incorrect item should be reported within 48 hours of delivery.
How to report a fault – all customers
1. Email us with a video
Send an email to info@domuscraveri.com with:
- Your order number
- A short video clearly showing the fault
- Photographs of the watch and its packaging
The video is important. A watch that runs fast, stops, or has a hand that sticks cannot be assessed from a still photograph, and it is what allows us to resolve your claim quickly.
2. Wait for our reply before sending anything
We review every claim and respond with a solution. If the item needs to be returned, we will give you the correct return address at that point. Do not ship anything back before we reply - unauthorised returns cannot be tracked or processed.
3. Resolution
Where a fault is confirmed, we cover the return shipping and will either replace the watch or issue a full refund to your original payment method, at your choice.
Not covered
Damage caused by misuse, accident, water exposure beyond the model's stated resistance rating, normal wear and tear, battery depletion, or repair by anyone other than an authorised service centre.
Orders we cannot ship on time
If we cannot ship your order within the timeframe stated in our Shipping Policy, we will notify you and offer the choice of a revised shipping date or a full refund. For US customers this is in accordance with the FTC Mail Order Rule.
Contact
Domus Craveri
Email: info@domuscraveri.com
Full seller identification and registered address are set out in our Terms of Service.