Refund policy

You have a period of 14 days, starting from the date you receive your watch, to return it if you are not satisfied with your purchase. The watch must be in perfect condition, with no signs of use or tampering. We strongly request that you keep the original protective films so that the product remains in optimal condition. In the event that the watch or strap is returned damaged, we reserve the right to issue only a partial refund to cover the replacement of the affected components.

If your order is currently in pre-order status and has not yet been shipped, you may request a full refund at any time.

Return or exchange shipping costs are the responsibility of the customer, unless the product received has a manufacturing defect.

Exchanges

If you wish to make an exchange for another model or strap size, you have a period of 14 days from receipt of the product to request it.

• The watch or strap must be unused and in its original packaging.
• We reserve the right to reject the exchange if the product shows signs of use.
• If the requested model has a higher price, you must pay the difference before the shipment is processed. If the price is lower, we will refund you the difference.
• In the event that the requested product is unavailable, you may choose another model or receive a full refund (minus applicable shipping costs).

Return or exchange shipping costs are the responsibility of the customer, unless the product received has a manufacturing defect.

Returns and Exchanges Process

1. Initial Contact: Send an email to support@santurcecollection.com. We will send you a link to complete a form indicating the reason for the return or exchange. Based on this information, we will evaluate your case and provide a shipping label to send the watch to our after-sales service team.
2. Quality Inspection: Once the watch is received, we will notify you, and our expert watchmakers will perform a quality inspection.
3. Inspection Results: Our watches are graded on a scale from A to F. You will be informed of the outcome, and depending on the condition of the product, corresponding deductions will be applied to the refund amount.
4. Issuance of Refund: Once the review process is complete, your refund will be processed. 

Return or exchange shipping costs are the responsibility of the customer, unless the product received has a manufacturing defect.

Warranty Period

At Santurce Collection, we pride ourselves on the quality and precision of our watches. Therefore, we offer a warranty of:

• 2 years for most of our models.

For our authorized lines, the warranty policies established by the manufacturer will apply.

This warranty begins from the date of receipt of your order and covers any mechanical failure resulting from manufacturing defects. If your watch experiences any issue covered by the warranty, we will manage the service or repair at no additional cost.

We have a global network of specialized technicians to address any after-sales inquiry or issue.

⚠️ Important: The warranty does not cover accidental or intentional damage, nor the natural wear and tear of materials over time.

Warranty: What is Covered and What is Not

What does the warranty cover?

Watches:

Our warranty covers manufacturing defects that occur during normal watch use. If a factory mechanical failure is detected, we will replace or repair any defective component at no additional cost, subject to inspection by our technical team.

Warranty Exclusions:

The warranty DOES NOT apply in the following cases:

1. Theft or loss of the watch.
2. Natural wear and tear and aging of the watch (including scratched glass, case impacts, strap changes, etc.).
3. Damage caused by improper use, lack of maintenance, or negligence. This includes:
   • Drops, bumps, scratches, crushing, or broken glass.
   • Exposure to chemicals, extreme heat, or magnetic fields.
   • Incorrect use of the watch or failure to follow the care instructions provided by Santurce Collection.
4. Any indirect or consequential damage resulting from normal wear and tear, such as:
   • Watch malfunction due to lack of maintenance.
   • Defects or inaccuracies caused by prolonged use.

Straps and Accessories:

Our warranty covers all manufacturing defects that may appear during normal use. If a strap or accessory presents a manufacturing defect, it will be replaced at no additional cost, subject to inspection by our technical team.

⚠️ We will not replace straps worn out by normal wear and tear, nor damage caused by exposure to moisture, chemicals, or improper handling.

How to request a repair under warranty?

If your watch or accessory experiences an issue covered by the warranty, please follow these steps:

1. Contact us at support@santurcecollection.com indicating your order reference and describing the problem.
2. We will provide instructions and, if applicable, a shipping label to send your watch to our technical team.
3. Once received, we will perform a technical inspection to confirm if the repair is covered under warranty.
4. If the damage is covered, we will repair or replace your watch at no additional cost.
5. If the damage is not covered, we will inform you of the repair options and any additional costs.

Delivery Rejection Due to Import Duties

If you choose to reject delivery to avoid paying import duties, please note the following:

Once the shipment has been dispatched, if it is rejected at the point of import or delivery, USPS will proceed to destroy or return the merchandise. We will make every effort to have the products returned to our facilities. Once the return is received and verified, your refund will be processed, deducting the outbound and return shipping costs.

Malfunctioning Watch

If your watch is not performing as expected, please contact us via email at support@santurcecollection.com. Our specialists will review the device and, following the advice of our technicians, we will determine the next steps to restore its functionality. Please note that service or repair coverage under warranty will depend on the results of said review.