Refund policy

Refund and Returns Policy

Last Updated: February 27, 2026

At Urban AU Watches, we want you to be completely satisfied with your timepiece. This policy outlines your rights regarding returns and refunds, ensuring compliance with the Australian Consumer Law (ACL).

1. Consumer Guarantees

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Change of Mind Returns

We understand that sometimes a watch might not be exactly what you expected. We offer a 14-day change of mind return period from the date of delivery, provided that:

  • The watch is in original, unworn condition with all protective films, tags, and packaging intact.

  • The item is returned with all original boxes, manuals, and warranty cards.

  • You contact us within 14 days of receiving the item.

Please Note: For "Change of Mind" returns, the customer is responsible for the cost of return shipping. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.

3. Return Process

To protect our privacy and ensure efficient processing, our return address is not listed publicly. To initiate a return, please follow these steps:

  1. Contact Us: Email urbanauwatches@gmail.com with your order number and the reason for the return.

  2. Authorisation: Once your request is reviewed, we will provide you with a Return Authorisation and the specific Return Address for your parcel.

  3. Shipment: Pack the watch securely and send it to the address provided.

  4. Inspection: Once received, we will inspect the item and notify you of the approval or rejection of your refund.

Warning: Please do not send items back to the manufacturer or to any address found online without prior authorisation, as this may result in your return being lost or declined.

4. Refunds

If your refund is approved, it will be processed automatically to your original method of payment (e.g., Credit Card, PayPal, Shopify Payments). Please allow 5–10 business days for the funds to appear in your account, depending on your financial institution.

5. Damaged or Faulty Items

If your watch arrives damaged or develops a fault, please contact us immediately at 0438 390 069 or urbanauwatches@gmail.com. We will prioritise these cases and, where a major failure is confirmed, cover the cost of return shipping.