shipping, returns & warranty.
Upon receiving your order, we will work to process it within one working day. Shipping takes between 2-8 working days depending on your location around the world. Our return policy lasts 14 days. If 14 or more days have gone by since your purchase we unfortunately cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging (including plastic packaging).
To complete your return, we require a valid reason for return (such as a defective product), & a receipt or proof of purchase. We will not accept returns for products that have been returned due to any other reason other than where a manufacturing defect has occurred. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping a watch, you should use a trackable shipping service or purchasing shipping insurance. We can't guarantee otherwise that we will receive your returned item.
Depending on your location (if outside the EU) and the nature of the goods being sent other local inspection fees and customs fee may become due (consult your customs' authority for information). Customs may also x-ray or open your item for inspection if they see fit. If any local fees, inspection fees, customs duties or taxes arise these will need to be settled directly with customs before we can deliver your item. Customs charges are the buyer's responsibility. If you are liable for customs charges, and refuse to pay the fees, you may return the item to us (minus shipping so as to not incur any cost to us). It is the buyer's responsibility to understand their specific country's import laws and customs/duties. We cannot pre-pay customs by law.
Refunds 💸 (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Only regular priced items may be refunded. Sale items cannot be refunded.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us here.
The Stem Watches warranty policy is automatically in effect upon purchase by the buyer. The one-year warranty on a Stem watch guarantees the buyer that the product meets the standards of usabilty, reliability and durability. The warranty does not apply:
- damages as a result of improper usage such as scratching, bouncing, falling;
- in case of inattention;
- intentional damage; or
- neglected care.
The warranty on a watch relates to the movement and not to other parts such as the glass or the strap. Wear traces (patina) visible on the strap of a watch, must be considered as normal effects of usage. The effects of transpiration on the strap differ from one person to another, due to the differences between acidity. Stem Watches are 3 ATM Water Resistant: this means that the watch is protected against minor splashes of water. We advise against wearing the watch during activities during which the watch can be exposed to more than minor splashes, such as rinsing of the hands or doing dishes. Stem Watches cannot be worn during showering, swimming or diving. Warranty does no longer apply to a Stem watch in case a third party performed repair works or other works on the Stem watch. In case of questions regarding returns and warranty, the buyer can always contact the Stem Watches at firstname.lastname@example.org