Refund policy

Return & Refund Policy

Effective Date: August 24, 2026

At ZEYR, we want you to feel confident with every purchase you make with us. If you change your mind or experience an issue with your order, this Return & Refund Policy explains how to request a return and the conditions that apply.

1. Return Period

We accept return requests made within 30 calendar days from the date your order is delivered, regardless of the customer's location, unless applicable local law provides a longer period.

Customers who are entitled to a statutory right of withdrawal may return eligible products within the applicable legal period without having to provide a reason.

To initiate a return, you must contact us within the applicable return period.

2. Return Conditions

To be eligible for a return, the product must be unused and in its original condition, with no signs of wear, scratches, damage, alterations, or evidence of everyday use.

The product must be returned with:

The original packaging;
All accessories supplied with the product;
Manuals, cards, tools, and any other items included with the order, where applicable;
All parts and components originally supplied.

The customer may only handle and inspect the product to the extent reasonably necessary to establish its nature, characteristics, and proper functioning, as permitted by applicable law.

Any use of the watch beyond what is reasonably necessary for inspection — including everyday wear, signs of use, scratches, damage, alterations, or any condition that reduces the value of the product — may result in a proportional reduction of the refund amount, where permitted by law.

Products returned with clear signs of use, customer-caused damage, missing components, modifications, or in a condition different from their original condition will be assessed individually and may be subject to a reduction in the refund amount corresponding to the loss in value of the product, subject always to any mandatory consumer rights under applicable law.

This condition does not limit your rights in relation to products that were delivered defective, damaged, or different from what was ordered.

3. How to Request a Return

To initiate a return, please contact our customer support team at:

support@zeyrwatches.com

Please include the following information in your request:

Your order number;
The name used when placing the order;
The product you wish to return;
Confirmation that you wish to return the product;
Photos of the product if it arrived damaged, defective, or incorrect.

Once we receive and review your request, we will send you the necessary return instructions by email, including the applicable return address for your order.

Please do not return any product before receiving return instructions from us.

4. Return Shipping Costs

When a return is made because you changed your mind or exercised an applicable right of withdrawal, the direct cost of returning the product may be the customer's responsibility, where permitted by applicable law and where this has been communicated in advance.

We strongly recommend using a tracked shipping service, as the customer is responsible for ensuring that the returned package reaches the address provided in our return instructions.

If the product you received is:

Damaged;
Defective;
Different from the product ordered;
Or affected by an error on our part;

please contact us before returning the item.

In such cases, we will review the situation and, where applicable, provide an appropriate solution without requiring the customer to bear return shipping costs resulting from an error on our part.

5. Damaged, Defective, or Incorrect Products

We recommend inspecting your order as soon as it is delivered.

If you receive a product that is damaged, defective, or different from what you ordered, please contact us at support@zeyrwatches.com as soon as reasonably possible.

Please include:

Your order number;
A description of the issue;
Photos or videos showing the defect, damage, or incorrect product, where reasonably possible.

Our team will review your case and provide an appropriate solution based on the circumstances and your rights under applicable consumer protection laws.

6. Refunds

Once we receive and, where necessary, inspect the returned product, we will notify you by email regarding the status of your refund.

If approved, the refund will be issued to the original payment method used for the purchase, unless otherwise agreed or where this is not technically possible.

After ZEYR processes the refund, it may take several additional business days for the funds to appear in your account, depending on your bank, card issuer, or payment provider.

Where European consumer protection laws apply, refunds will be processed within the legally required timeframes.

Where permitted by law, we may withhold the refund until we have received the returned product or until you provide evidence that the product has been sent back, whichever occurs first.

7. Original Delivery Costs

Where a customer exercises an applicable statutory right of withdrawal, the cost of the standard delivery method originally offered may be refunded where required by applicable law.

If the customer voluntarily selected a more expensive delivery option than the standard delivery method offered by ZEYR, the additional cost of that premium delivery option may not be refundable.

Any additional charges or services that are not legally required to be refunded will remain excluded from the refund.

8. Exchanges

We currently do not offer direct product exchanges.

If you would like a different model, color, or variation, you may:

Request a return of the original product, provided it is eligible under this Policy;
Place a new order separately through our website.

This allows your new order to be processed without having to wait for the original return to be completed.

9. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at:

support@zeyrwatches.com

We will make reasonable efforts to cancel your order before it has been processed or shipped.

However, we cannot guarantee cancellation once the order has entered the preparation or shipping process.

If your order has already been shipped, you may request a return after receiving it in accordance with this Policy and any rights provided under applicable law.

10. Exceptions and Non-Returnable Products

Certain products may not be eligible for return where an exception is permitted under applicable law.

This may include, for example, products that have been personalized or manufactured specifically according to the customer's individual specifications, where such an exclusion is legally permitted.

Any applicable exception will be clearly disclosed before the purchase is completed.

Nothing in this Policy limits any mandatory consumer rights granted under applicable law.

11. Unauthorized Returns

Products returned without first contacting our customer support team, or products sent to an address other than the return address provided by ZEYR, may experience significant processing delays.

For this reason, please always contact us before returning any product.