Return, Refund, and Cancellation Policy for itwatches.in

As a retail conduit for both leading horological brands (Titan, Fastrack, Sonata) and specialized premium collections, itwatches.in is committed to a transparent post-purchase experience.¹ This policy is designed in compliance with the Consumer Protection (E-Commerce) Rules, 2020, and the RBI 2025 Payment Aggregator framework.

1. The Seven-Day Standard Return Window

Customers have a period of seven (7) calendar days from the date of delivery to initiate a return or exchange request for “change of mind” or “size preference” reasons. For items received in a physically damaged or defective state, or if the product is not as described, the incident must be reported within forty-eight (48) hours of delivery with supporting evidence (unboxing video/photos) to be eligible for a full reversal.

2. Condition for Eligibility (The “New Condition” Mandate)

To be eligible for a refund, the watch must be returned in its original, unused state. This includes:

No visible scratches, dents, or signs of wear on the crystal, case, or case-back.
The metal bracelet must not have been resized (no links removed) and leather/rubber straps must show no creasing or sweat marks.
All original brand packaging, including the box, outer sleeve, user manuals, and price tags, must be intact.
If applicable, security loops or “void if removed” stickers must remain untampered.

3. Exclusion for Smartwatches and Wearables

Due to hygiene and electronic registration protocols, certain exclusions apply:

Branded Smartwatches: Eligible for returns only in case of “Dead on Arrival” (DOA) or manufacturing defects as per brand-specific service center guidelines.
Non-Branded Smartwatches: These are sold as “final sale” items and carry no warranty or return eligibility unless received in a damaged condition.
Sale/Discounted Items: Products purchased during “Deal of the Day” or specific clearance events may be ineligible for “change of mind” returns.

4. Cancellation Protocol

Pre-Shipment: Orders can be cancelled for a full refund through the “My Account” section as long as the item has not been dispatched.
Post-Shipment: Once an order is out for delivery or has been dispatched, it cannot be cancelled. Customers may choose to refuse the shipment at the doorstep; however, the refund will only be processed after the item returns to our warehouse and passes quality verification.

5. Quality Assurance (QA) and Verification Process

Every returned timepiece undergoes a multi-point inspection by our technical team. This includes verifying the unique serial number or IMEI against our sales records to prevent “return fraud” (switching products). If a return is rejected due to signs of use, missing parts, or physical abuse, the product will be shipped back to the customer, and the return request will be closed without a refund.

6. Refund Modalities and RBI Compliance

In accordance with the RBI 2025 guidelines, all refunds for prepaid orders will be reversed to the original payment method (Source Reversal).

Timeline: We initiate the refund within 24–48 business hours of the product clearing the QA check.
Reflection Time: It may take an additional 5–7 business days for the amount to reflect in your bank account or credit card statement.
Failed Transactions: Failed UPI or card payments are automatically returned within 24 hours per RBI mandates.

7. Cash on Delivery (COD) Refunds

For COD transactions, refunds will be executed via National Electronic Funds Transfer (NEFT).

Customers must provide valid bank details (Account Holder Name, Account Number, and IFSC Code) during the return initiation process.
itwatches.in is not liable for transfers made to incorrect bank accounts provided by the consumer.

8. Shipping Fee and Restocking Policy

Defects/Wrong Items: Returns for manufacturing defects or incorrect shipments are 100% free of charge.
Change of Mind: For “change of mind” returns, itwatches.in reserves the right to deduct a nominal reverse logistics and restocking fee (typically ₹100–₹250) from the final refund amount to cover the high cost of reverse transportation in India.

9. Partial Returns and Promotional Recalculation

In the case of “Buy X Get Y” offers or bundle discounts (e.g., 15% off via coupon), a partial return will trigger a recalculation of the order value. If the remaining items in the order no longer qualify for the promotion, the discount amount will be adjusted from the refund of the returned item.

10. Grievance Redressal Mechanism

Under the Consumer Protection (E-Commerce) Rules, 2020, itwatches.in provides a dedicated escalation path for all disputes.

Acknowledgement: All complaints registered at our Help Desk will be acknowledged within 48 hours.
Resolution: We aim to resolve all return and refund grievances within one month of receipt.
Contact: Customers can reach our Grievance Officer via the “Register a Complaint” portal on our website.