RETURN & EXCHANGE POLICY
Customer satisfaction is our goal. If you are not satisfied with your product, you may return any unworn, undamaged merchandise purchased online from us.store.rado.com by mail within 30 days of delivery for an exchange or full refund of the purchase price. The customer will bear the cost of return shipping. Exchanged items will be shipped free of charge. Shipping & handling fees are non-refundable, except for defective or incorrectly shipped items.
Any watch that fails quality inspection from Customer Service (e.g. scratches, worn, damaged) will be returned to you and no refund will be issued. Watches with rubber straps that are sized (cut) are not returnable or exchangeable.
Items must be returned in their original packaging, including any accessories, extra links, free gifts, or anything else that came with the item.
HOW TO MAKE A RETURN / EXCHANGE
All return documents (packing slip/return labels) are on the outside of the box in a plastic sleeve.
Please note: All exchanges must be equal or greater in value to the returned merchandise. If the value of the item(s) that you wish to exchange exceeds the value of your returned item(s), you will be charged the difference.
RETURN/EXCHANGE BY MAIL
To return an item, please follow the instructions on the back of your packing slip. Please complete the form that came in the box and enclose it with your returned merchandise. The watch must be returned with box, warranty cards, user manual, gifts with purchase (if applicable), and any extra links due to bracelet sizing. In order to expedite your return, you must choose the appropriate reason code for your return on the packing slip. Carefully package merchandise to prevent damage in transit. Ship your return using the return label sent to you on the bottom of the original invoice.
If you do not have your packing slip, please contact us at 1-800-283-7236 (From 9 AM to 6 PM EST Monday through Friday) or by emailing RadoCSUS@swatchgroup.com.
We recommend that all returns and exchanges be sent by UPS or FedEx with a valid tracking number attached. We are not responsible for items which are lost, stolen, broken, or damaged during the return process. All refunds will be issued in the form of the original payment.
Return Your Package To:
Swatch Group (U.S) Inc.
C/O – Rado Ecommerce Division
55 Metro Way, Suite 1
Secaucus , NJ 07094
United States of America
MISSING ORIGINAL COMPONENTS
If a watch is returned without all of its original components, the following charges will be applied:
- Missing Box: $20
- Missing Warranty Card: $25
- Missing User Manual: $10
- Missing Links: Steel - $10.00 per missing link and Ceramic - $20.00 per missing link
DEFECTIVE OR WRONG MERCHANDISE
If your merchandise has a significant defect right out of the box (e.g., the product is broken, has missing parts, etc.) or you have received the wrong merchandise, we'll be happy to exchange it.
Please contact our Customer Service representative at 1-800-283-7236 (From 9 AM to 6 PM EST Monday through Friday) within 72 hours from the date of delivery, and we will send you a replacement or issue you a full refund after you have returned the damaged or defective product. Items damaged due to customer abuse or negligence will not be accepted.
You will not be charged any additional shipping fees for replacement items.
EXTENDED RETURN PERIOD FOR HOLIDAY SEASON
The 30 day return policy will be extended to January 31st of the following year for online purchases made between December 1st and December 31st.