General information
At Masculino, we want you to be completely happy with your watch. If it is not quite right, you can return it easily and free of charge. Below you will find everything you need to know.
1. Your 14-day right of withdrawal
When you buy from masculino.eu, you have the right to cancel your purchase within 14 days, without giving any reason.
The 14-day period starts on the day you, or someone you have designated (other than the carrier), receive the product. If your order contains several items that are delivered separately, the period starts on the day you receive the last item.
2. How to return your order
Step 1: Let us know. Send an email to info@masculino.eu within 14 days of receiving your order. Please include your name, order number and the product(s) you wish to return.
Step 2: Send the product back. Return the product within 14 days after notifying us, to the following address:
Masculino Watches Pattonstraat 6 5103SP Dongen, The Netherlands
Please use a tracked shipping method and keep your proof of shipment until you have received your refund. Returns sent without prior notice may take longer to process.
3. Condition of the returned product
You are welcome to inspect your watch just as you would in a store. To make sure it can be accepted in full, we kindly ask you to:
- keep the protective sticker on the back of the case in place;
- not wear the watch or adjust the strap or bracelet (for example by removing links);
- return the product complete, with the box, papers and any accessories, preferably in the original packaging;
- pack the product carefully so it is not damaged during transport.
Every return is carefully checked upon arrival. If the product has been handled or used beyond what is necessary to judge its nature, characteristics and functioning, we may deduct an amount from your refund for the resulting loss of value. If this applies, we will always contact you first.
4. Return shipping costs
We do refund return shipping costs up to €7: simply send us your shipping receipt and we will add this amount to your refund. Any costs above €7 are for your own account.
5. Your refund
We will refund the full purchase price, including the original standard delivery costs, within 14 days of receiving your withdrawal notice. We may wait with the refund until we have received the product back, or until you have shown proof that you have sent it, whichever comes first.
The refund is made using the same payment method you used for your order, unless agreed otherwise. You will not be charged any fees for the refund.
6. Exchanges
Would you prefer a different model, colour or strap? Return your original order as described above and place a new order for the item of your choice. That way, your new watch is on its way as quickly as possible.
7. Damaged or incorrect delivery
Did your order arrive damaged, or did you receive the wrong product? We are sorry about that. Please contact us as soon as possible at info@masculino.eu, with your order number and a few photos of the product and packaging. In this case, we will cover all return costs and send you a replacement or a full refund, whichever you prefer.
8. Warranty
Your legal rights. Every Masculino product must meet the specifications and quality you may reasonably expect. Under EU and Dutch law, you are entitled to a product that conforms to the agreement. These statutory rights always apply and are not limited by the warranty below.
Masculino 2-year warranty. In addition, every Masculino product comes with a warranty of 2 years from the date of purchase. This warranty covers all defects caused by manufacturing faults. If your product shows such a defect, we will repair or replace it free of charge. If neither is possible, we will refund the purchase price.
Not covered by the warranty:
- normal wear and tear, such as scratches on the case or glass, wear of leather straps and gradual wear of plated finishes;
- damage caused by accidents, impact, falls or improper use;
- damage caused by exposure to water beyond the stated water resistance of the watch;
- damage resulting from repairs, battery replacements or other work carried out by third parties, or from opening the case;
How to make a warranty claim. Send an email to info@masculino.eu with your order number or proof of purchase, a short description of the issue and photos of the product. We will get back to you within [X] working days with the next steps. Please do not send the product before you have heard from us.
9. Bought from one of our retailers?
If you purchased your Masculino watch from one of our retail partners, please contact that retailer for returns and exchanges, as their own return policy applies. For warranty claims, you can contact either the retailer or us directly.
10. Contact
Questions about returns, refunds or warranty? We are happy to help.