Refund policy
RETURNS & REFUNDS
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, in its original packaging and presentation. You’ll also need the receipt or proof of purchase. Items returned with signs of wear or missing packaging may not be accepted.
How to Start a Return
To start a return, contact us at contact@alucene.com. If your return is accepted, we will provide instructions on how to return your item. Please note that for change-of-mind returns, return shipping costs are the responsibility of the customer, and any non-refundable customs duties will be deducted from your final refund.
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. For items confirmed as defective or damaged, Alucène will cover all costs to make it right, including shipping.
Exchanges
We recommend returning your original item and placing a new order once your return is accepted.
Refunds
We will notify you once we've received and inspected your return and let you know if the refund was approved based on the condition of the item. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please note that your bank or card provider may require additional time to process and post the refund. If more than 15 business days have passed since we've approved your return, please contact us at contact@alucene.com.
Pre-Sales Orders
For orders placed during our pre-sales period, you may cancel your order at any time before your watch has been dispatched for delivery. To request a cancellation, contact us at contact@alucene.com with your order number. Once a cancellation is confirmed, a full refund will be issued to your original payment method within 10 business days. Once your order has been dispatched, the standard return policy above applies.