Refund policy

Last Updated: 4 October 2026

At Vientiq, we want you to be confident in your purchase. Every Vientiq timepiece is inspected and packed before dispatch.

If your order arrives damaged, defective, incorrect, or you simply change your mind within the eligible return period, you may request a return in accordance with the policy below.

1. Return Window

Vientiq accepts eligible return requests made within 7 calendar days of delivery.

The return period begins on the date the order is shown as delivered by the applicable delivery partner.

To request a return, contact Vientiq through the customer-support details provided on our website within the applicable return period.

Returns requested after the applicable return period may be rejected unless required otherwise by applicable law or specifically approved by Vientiq.

2. Change-of-Mind Returns

If you change your mind about your purchase, you may request a return within the eligible return period, provided that:

  • The watch has not been worn or used.
  • The watch remains in its original, unused condition.
  • The protective films, stickers, tags, and other original protective materials remain intact where applicable.
  • The watch shows no scratches, marks, dents, fingerprints, signs of wear, or other damage.
  • The original box, packaging, warranty documentation, manuals, cards, accessories, and other items supplied with the watch are included.
  • The serial number and other identifying markings remain intact.
  • The product has not been resized, modified, engraved, altered, repaired, or serviced by a third party.
  • The product is returned in accordance with Vientiq's return instructions.

A watch that has been worn, resized, modified, damaged, or otherwise used may not qualify for a change-of-mind return.

3. Defective or Damaged Products

If your watch arrives damaged, defective, or materially different from the product ordered, please contact us as soon as possible and preferably within 48 hours of delivery.

We may ask you to provide photographs or videos showing:

  • The outer shipping package
  • The inner packaging
  • The watch
  • Any visible damage or defect
  • The product and serial number

This information helps us investigate the issue with our logistics and quality-control teams.

Where a product is confirmed to be defective, damaged in transit, incorrectly supplied, or otherwise eligible for a remedy under applicable law, Vientiq may, depending on the circumstances:

  • Repair the product;
  • Replace the product;
  • Provide an exchange;
  • Provide a full refund; or
  • Provide another appropriate remedy required by applicable law.

Vientiq will determine the appropriate resolution based on the nature of the issue, product availability, warranty coverage, and applicable law.

4. Incorrect Product

If you receive a product different from the product you ordered, contact us within the applicable return period.

After verification, Vientiq will arrange an appropriate resolution, which may include replacement, exchange, or refund.

You will not be responsible for return shipping costs where the incorrect product was supplied by Vientiq.

5. Products That Cannot Be Returned

Unless required otherwise by applicable law, returns may be rejected where:

  • The return request is made after the applicable return period.
  • The watch has been worn or used.
  • The watch has scratches, dents, marks, damage, or other signs of use.
  • The watch has been resized or modified.
  • The watch has been engraved or personalised.
  • The serial number, identification markings, or security features have been removed or altered.
  • The watch has been opened, repaired, serviced, or modified by an unauthorised person.
  • The original packaging or essential accessories are missing.
  • The product was damaged after delivery due to misuse, accident, improper handling, or failure to follow care instructions.
  • The product was purchased from an unauthorised seller or third-party marketplace rather than directly from Vientiq.
  • The return does not meet the requirements of this policy.

This does not limit any rights or remedies available to consumers under applicable law.

6. Return Inspection

All returned watches are inspected by Vientiq before a return is approved.

Inspection may include checking:

  • Physical condition
  • Case, crystal, dial, hands, crown, bracelet, and clasp
  • Serial number and identifying markings
  • Movement and basic functional condition
  • Packaging and accessories
  • Signs of wear or modification
  • Whether the product corresponds to the original item shipped

A refund or exchange will be processed only after the returned product has been received and successfully inspected.

7. Return Shipping

For eligible returns caused by a change of mind, Vientiq may require the customer to bear the applicable return-shipping cost.

Where the return is due to a confirmed manufacturing defect, incorrect product, or damage caused during delivery, Vientiq will bear the applicable return-shipping cost, subject to verification.

The applicable return-shipping arrangements and any charges will be communicated when the return is approved.

8. Refunds

Once an eligible returned product has been received and approved following inspection, Vientiq will initiate the refund.

Refunds will generally be made to the original payment method used for the purchase, unless another method is required or permitted by applicable law.

The time taken for the refund to appear in your account may depend on the payment provider, bank, card issuer, or other financial institution.

Vientiq is not responsible for delays caused solely by a bank, card issuer, payment gateway, or other third-party financial institution.

9. Refund Amount

For an approved full return, Vientiq will refund the amount paid for the returned product, subject to the terms of this policy and applicable law.

Any non-refundable charges, return-shipping charges, payment-provider charges, or other costs, where applicable and legally permissible, will be disclosed to the customer before the return is processed.

Where the return is caused by a confirmed defect, incorrect product, or delivery damage attributable to Vientiq or its logistics partner, Vientiq will provide the remedy required under applicable law.

10. Partial Refunds

Vientiq may not provide a full refund where a returned product has been used, damaged, altered, or returned incomplete and the applicable law permits an adjustment based on the condition of the product.

Any such decision will be communicated to the customer before the refund is processed.

11. Exchanges

Where available, customers may request an exchange for an eligible product instead of a refund.

Exchange requests are subject to:

  • The return eligibility requirements in this policy;
  • Product availability;
  • Verification and inspection of the returned product; and
  • Any applicable price difference.

If the replacement product has a higher price, the customer may be required to pay the difference.

If the replacement product has a lower price, the difference may be refunded according to Vientiq's applicable refund process.

Certain limited-edition, personalised, discontinued, or final-sale products may not be eligible for exchange.

12. Size and Bracelet Adjustments

If a watch bracelet has been resized at the customer's request after purchase, the watch may no longer qualify for a change-of-mind return.

If you require bracelet sizing, we recommend contacting Vientiq before wearing or altering the watch.

Any links removed during sizing should be retained and returned with the watch if the watch is subsequently eligible for return.

13. Warranty and Manufacturing Defects

A return is different from a warranty claim.

The return policy applies primarily to eligible returns within the stated return period.

After the return period has expired, manufacturing defects may be covered under Vientiq's separate Warranty Policy, subject to its terms and conditions.

Normal wear and tear, accidental damage, scratches, misuse, water damage resulting from use outside the stated water-resistance rating, unauthorised repairs or modifications, and damage caused by improper handling may not be covered by warranty.

Please refer to the Vientiq Warranty Policy for complete warranty terms.

14. Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, contact Vientiq as soon as possible.

Where cancellation is possible, we will cancel the order and process an applicable refund.

Once an order has been dispatched, it may no longer be possible to cancel it before delivery. In such cases, the customer may need to follow the applicable return procedure.

Orders that have been specially personalised, engraved, or made to customer-specific specifications may not be cancellable once production or processing has begun, except where required by applicable law.

15. Refused or Undelivered Orders

If an order is returned to Vientiq because the customer:

  • Refused delivery;
  • Provided an incorrect or incomplete address;
  • Was repeatedly unavailable to receive the shipment; or
  • Otherwise caused the shipment to be returned,

Vientiq may deduct applicable shipping, return-shipping, or other costs from any refund where permitted by applicable law.

Where the failed delivery was caused by Vientiq or its logistics partner, the applicable resolution will be determined accordingly.

16. Return Process

To request a return:

Step 1: Contact Vientiq through the customer-support contact details provided on our website.

Step 2: Provide your order number and explain the reason for the return.

Step 3: Provide photographs or other information if requested.

Step 4: Wait for return approval and follow the return instructions provided by Vientiq.

Step 5: Pack the watch securely with all original packaging, documentation, accessories, and components.

Step 6: Ship or hand over the package using the return method authorised by Vientiq.

Step 7: Vientiq will inspect the returned product.

Step 8: Once approved, the applicable refund or exchange will be processed.

Do not send a product to an address that has not been provided or authorised by Vientiq.

17. Lost or Damaged Returns

Customers are responsible for ensuring that a self-shipped return is securely packaged and handed to a reliable shipping provider.

Where Vientiq provides a return shipping arrangement, customers must follow the instructions provided.

If a returned product is lost or damaged while being returned, Vientiq may require relevant shipment or tracking information before determining the appropriate resolution.

18. Fraudulent or Abusive Return Activity

Vientiq reserves the right to investigate unusual, fraudulent, or abusive return activity.

This may include repeated returns involving used products, attempts to return products different from those purchased, serial-number manipulation, fraudulent damage claims, or other suspected abuse.

Where permitted by applicable law, Vientiq may refuse a return or take other appropriate action in response to fraudulent or abusive activity.

19. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or override any rights or remedies that cannot lawfully be excluded or restricted under applicable Indian law.

Where applicable law provides a consumer with a right to a refund, replacement, repair, cancellation, or other remedy, those rights will continue to apply.

20. Changes to This Policy

Vientiq may update this Return & Refund Policy from time to time.

The updated version will be published on the Vientiq website with a revised "Last Updated" date.

The policy applicable to an order will generally be the version in effect at the time the order was placed, subject to applicable law.

21. Contact Us

For return, refund, exchange, or order-related assistance, please contact Vientiq through the customer-support contact details provided on our website.

Vientiq

Customer Support:
The current contact details are available on the Vientiq website.