Refund policy

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 kgotlellomedia21@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

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.

You can always contact us for any return question at kgotlellomedia21@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, 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 perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale 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.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at kgotlellomedia21@gmail.com.

Returns & Exchanges terms should be read together with, and are subject to, the On time watches Terms and Conditions

If you change your mind within 30 days of your in-store purchase or from delivery of your online order, you can obtain a refund to the original payment method if you have your original receipt or proof of purchase

If you don’t have proof of purchase, we are happy to exchange your items. All items returned to On time watches must be in their original sale condition.

These Returns & Exchanges terms should be read together with, and are subject to, the On time watch Terms and Conditions

If you change your mind within 30 days, you can obtain a refund provided you have your original receipt or proof of purchase. If you don’t have proof of purchase, we are happy to exchange your items provided we can verify they are On time watches products  

Refunds that are processed in-store for online and in-store purchases must be refunded onto the original payment method and can take 2–7 business days to reflect in your account.


ONLINE RETURNS

These Returns & Exchanges terms should be read together with, and are subject to, the Lovisa Terms and Conditions, available here.
  • Please note that On time watches does not offer free returns. For returns made due to a change of mind, the customer is responsible for the return shipping costs. 
  • Start your return below. You will receive an address to return your unwanted On time watches  items to.
  • All online returns are processed within 10 business days of receiving the parcel. An email notification will be sent once the return is complete. 
  • Please note, subject to law, refunds will not be granted for earrings, body piercing products, hair accessories, face masks and gift cards if returned for change of mind reasons. 
FAULTY OR DAMAGED ITEMS? 

If your online purchase arrived damaged or has become faulty, we’re so sorry about this! Our Customer Care Team will assist with your damaged item.

Please submit a ticket below including your order number and attach a picture of the item, if possible.

Our Customer Care Team will get back to you within 24-48 hours with an update. 


CONDITIONS OF RETURN

  • Items returned must be in their original sale condition (unworn and unused with all original packaging and labels).
  • Earrings, body piercing products, hair accessories, face masks and gift cards cannot be returned for change of mind reasons.
  • Shipping costs from online purchases and click and collect are non-refundable for change of mind reasons.
  • You may be asked to provide personal details for returns or exchanges for verification purposes.
FAULTY ITEMS

If you believe an item you have purchased is faulty please Contact Us or visit your local store.

YOUR RIGHT TO REMEDIES 

You are entitled to a remedies (such as refund or replacement) for items you purchase from On time watches for breach of any of the ‘consumer guarantees’, including if the item is:

(a) faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or 
(b) Not 'of merchantable quality', meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or 
(c) Not fit for its purpose, meaning that the item does not do what you reasonably expected it would, and you return the item within a reasonable time after purchase and provide On time watches with proof of purchase, such as your original On Time watches receipt or bank statement.

For major failures with any service, you are entitled:

  • To cancel your service contract with us; and
  • To a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
On time watches is unable to process refunds via online methods for purchases made in-store. To receive a refund for any in-store purchase you are required to return to store to receive the refund.