Refund policy
At Luxury Souq Watches Trading, customer satisfaction and long-term trust remain a priority. Due to the nature, value, rarity, and market volatility of luxury timepieces, all returns, refunds, and exchanges are subject to the following policy.
By purchasing from Luxury Souq Watches Trading, the customer acknowledges and agrees to this Refund, Return & Exchange Policy in full.
1. General Return Eligibility
Return requests must be submitted within 48 hours of confirmed delivery.
All returned items must remain in the exact condition delivered, be unworn and unused beyond reasonable inspection, include all original accessories, boxes, certificates, manuals, tags, protective materials, and accompanying items, and must not show signs of additional wear, damage, resizing, polishing, modification, tampering, or servicing after delivery.
Luxury Souq Watches Trading reserves the right to reject any return that does not meet the above conditions.
All returns are subject to authentication verification, serial number verification, movement inspection, condition assessment, anti-fraud review, and compliance approval.
The final determination regarding acceptance, rejection, refund eligibility, or exchange approval shall remain solely at the discretion of Luxury Souq Watches Trading.
2. Non-Returnable / Non-Refundable Items
The following items are strictly non-returnable, non-refundable, and non-exchangeable:
- Special orders
- Reserved or sourced watches
- Customer-requested inventory
- Consignment watches
- Watches priced above USD 300,000
- Customized, resized, engraved, polished, modified, or altered watches
- Watches showing signs of wear or use after delivery
- Incomplete sets missing accessories, packaging, or documentation
- Any transaction identified as high-risk, suspicious, or non-compliant
This list applies to watches that have already been delivered to the customer. Deposits and reservation payments made before a special order or sourced watch is delivered are governed separately by the reservation, cancellation, and liability provisions set out below.
A “Special Order” includes any watch specifically sourced, reserved, procured, or secured upon customer request or supplier commitment.
Special order status shall be communicated to the customer before payment confirmation.
The reservation, cancellation, and liability provisions below apply to every watch reserved with a deposit or advance payment, regardless of whether it is formally labelled a special order, walk-in reservation, sourced item, or any other description, and whether the watch was in stock, on consignment, or being sourced at the time of reservation.
Unless a longer period is expressly agreed in writing, a deposit or reservation payment reserves a watch for twenty-four (24) hours from the time it is received. The customer must pay the remaining balance and either collect the watch in person or, where the Company agrees to ship the watch, arrange and confirm shipment, within this period. The customer’s travel, unavailability, or absence from the country shall not extend the reservation period unless expressly agreed by the Company in writing. Watches offered on consignment remain the property of the consignor until full payment and collection, and the consignor may recall the watch at any time before then, including during an active reservation period.
Where the customer voluntarily cancels or withdraws from a special order, reservation, or sourced-watch purchase for reasons unrelated to any failure by the Company, the Company reserves the right to deduct payment gateway charges, banking charges, currency conversion losses, supplier-related losses, and administrative expenses from the deposit before issuing any refund.
If the customer fails to pay the remaining balance and either collect or arrange shipment of the watch within the applicable reservation period, the Company reserves the right, without further notice or liability, to release the reservation, resell the watch, or return it to its consignor or supplier. In this case, the Company’s liability shall be limited solely to refunding the deposit paid, less any deductions permitted under this Policy; no additional compensation, market-price difference, or replacement obligation shall apply.
Where the Company is unable to complete a reserved, sourced, or special-order sale for reasons attributable to the Company or a third-party consignor or supplier, the customer’s remedy shall be limited solely to a refund of the deposit paid. Luxury watch prices fluctuate significantly, and the Company shall have no obligation to source a replacement watch or absorb any market-price increase arising from a lapsed or cancelled reservation.
3. Exchanges
Exchange requests may be considered solely at the discretion of Luxury Souq Watches Trading.
Approved exchanges may be subject to market price adjustments, restocking charges, transaction fee deductions, logistics costs, supplier-related costs, and currency conversion differences.
Luxury Souq Watches Trading reserves the right to refuse any exchange request without obligation to provide justification.
4. International Returns
For international orders, customers remain fully responsible for return shipping, insurance, customs duties, taxes, import/export compliance, courier risks, and delivery tracking.
Luxury Souq Watches Trading shall not be responsible for lost return shipments, customs seizures, courier delays, shipping damage, insurance limitations, or failed international delivery attempts.
Customers are strongly advised to use insured shipping services with full tracking capabilities.
5. Refund Processing
Refunds shall only be processed after physical receipt of the returned item, successful inspection, authentication verification, management approval, and fraud/compliance clearance.
Where a refund request arises due to a voluntary customer cancellation, Luxury Souq Watches Trading reserves the right to deduct applicable payment gateway fees, banking charges, currency conversion losses, logistics costs, sourcing expenses, and administrative charges.
However, where an order is cancelled due to non-availability, supplier withdrawal, or inability of Luxury Souq Watches Trading to fulfill the order, the customer shall be entitled to a full refund of the amount paid without deduction, unless otherwise agreed in writing.
Refunds shall generally be processed using the original payment method where reasonably possible.
Refund processing timelines may vary depending on banking procedures, international transfer requirements, payment processor review, and compliance verification.
6. Market Value & Price Fluctuation
Luxury watches are subject to substantial international market fluctuations and supplier pricing changes.
Luxury Souq Watches Trading reserves the right to reject return or exchange requests where market value has materially changed, supplier market conditions have shifted, inventory replacement becomes commercially unreasonable, or abnormal market volatility affects the transaction.
Nothing in this policy shall obligate Luxury Souq Watches Trading to absorb speculative market losses or pricing fluctuations.
7. Fraud Prevention & Verification
Luxury Souq Watches Trading maintains strict anti-fraud and authentication procedures.
All watches sold are documented through serial number recording, movement verification, condition imaging, delivery documentation, and packaging verification.
Any attempt involving part swapping, counterfeit returns, unauthorized alterations, fraudulent disputes, chargeback abuse, false claims, or intentional misuse may result in refusal of refund or exchange, civil legal action, criminal complaint filings, reporting to payment processors, and reporting to law enforcement authorities.
8. Right to Refuse
Luxury Souq Watches Trading reserves the absolute right to refuse returns, reject exchanges, cancel transactions, decline refunds, suspend customers, or refuse future business where the Company reasonably believes abuse of policy has occurred, fraud risk exists, transaction irregularities are present, compliance concerns arise, or reputational/commercial risk exists.
9. Contact
For return, refund, or exchange inquiries, customers may contact Luxury Souq Watches Trading through official communication channels provided on the Website.