Refund policy
Last updated: 11 September 2026
EP Watches – Return & Refund Policy
At EP – Eduardo Pimenta Watches, we want every purchase to be clear, fair and handled with care.
This Return & Refund Policy applies to purchases made through epwatches.net. Nothing in this policy limits any mandatory consumer rights that may apply under the laws of your country of residence.
1. 14-Day Return Period
For eligible standard products, you may notify us that you wish to return your purchase within 14 days after delivery.
If an order contains several items delivered separately, the 14-day period begins when the last item from that order is delivered.
You do not need to provide a reason for exercising an applicable right of withdrawal.
To request a return, contact us at:
eduardopimentawatches@gmail.com
Please do not send a product back before receiving our return instructions.
2. Condition of Returned Products
Returned products should be in substantially the same condition in which they were received and, where reasonably possible, include the original watch, strap or bracelet, accessories, presentation box, certificate, documentation and protective elements supplied with the product.
You may inspect a watch to the same extent as you reasonably would in a physical store.
Where permitted by applicable law, EP Watches may deduct an amount from a refund if the product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning.
3. Made-to-Order Watches
Many EP Watches models are assembled after an order is placed.
A standard EP Watches model is not automatically considered a personalised product simply because it is assembled after purchase.
Eligible standard made-to-order watches therefore remain subject to this Return Policy and to any mandatory withdrawal rights that apply.
4. Personalised, Engraved and 1/1 Products
Products manufactured according to a customer's individual specifications, engraved products, clearly personalised products and genuine 1/1 custom projects may be excluded from change-of-mind returns where permitted by applicable law.
Once personalised production or engraving has begun, cancellation may therefore no longer be possible.
This exception does not affect your rights if a product:
is defective;
arrives damaged;
is materially different from what was agreed;
contains an error caused by EP Watches;
otherwise fails to comply with mandatory consumer law.
5. Order Cancellation
If you wish to cancel an order, contact us as quickly as possible.
For standard products, we will normally accept cancellation while the order has not entered active preparation, assembly or dispatch.
For personalised, engraved or 1/1 products, cancellation may cease to be possible once non-recoverable custom work has begun.
Any mandatory statutory withdrawal or cancellation rights remain unaffected.
6. Return Shipping Costs
For a standard change-of-mind return, return shipping costs are normally the responsibility of the customer, unless applicable law requires otherwise.
We strongly recommend using a tracked shipping service.
If the product is defective, damaged, incorrect or EP Watches has made an error, contact us before returning it so that we can determine the appropriate return procedure.
7. Refunds
Once an eligible return has been received and inspected, we will notify you of the outcome.
Approved refunds will normally be issued to the original payment method, where technically possible.
Payment providers and financial institutions may require additional processing time before the refunded amount appears on your account.
Where mandatory consumer law requires reimbursement of the original standard delivery cost, that amount will also be refunded.
Additional costs resulting from choosing a premium or express shipping service instead of the standard option may not be refundable where permitted by law.
EP Watches does not charge a separate refund administration fee.
8. Defective, Damaged or Incorrect Products
If your watch arrives damaged, defective or incorrect, contact us as soon as reasonably possible and provide:
your order number;
a description of the issue;
clear photographs or video where relevant.
We will assess the case and, depending on the circumstances and applicable law, provide an appropriate solution such as repair, replacement, price reduction or refund.
Our commercial 3-year international warranty is additional to, and does not replace, any mandatory legal rights you may have.
9. Exchanges
Where practical, we may offer an exchange instead of a refund.
Availability cannot be guaranteed, particularly for limited, personalised or individually assembled pieces.
10. Contact
For returns, cancellations or refund questions:
EP – Eduardo Pimenta Watches
Route de Sommentier 2
1687 Vuisternens-devant-Romont
Switzerland