This Return and Exchange Policy details your options on how you can cancel a contract with us, how you can return your purchase, and your rights regarding obtaining a refund or exchange.

RETURNS

The customer has 14 calendar days to exercise the right of return or withdrawal. After 14 calendar days from the date of withdrawal, the customer will not be able to exercise their right to withdraw.

After this time, the customer CANNOT claim any amount for the return of the product or request an exchange.

In case of return, the full transport and handling costs are borne by the customer.

RETURN PROCESS

To return a product to our online store’s distribution center, you must follow the steps mentioned below:

Contact us to arrange a pick-up date with our logistics provider. At this stage, you may be asked for information about the product to allow us to make an initial assessment of its condition.

The delivery package must include the product, all its accessories, any free items you received as part of your order, the Warranty Card, and all other documents, in its original box; please seal the delivery package; and on the agreed date, our logistics provider will give you a prepaid airway bill and collect the sealed delivery package.

You must keep proof of the return shipment; we will not accept any responsibility if it is not possible to present such proof. Only those products we have received will be eligible for a refund or product exchange. If you choose to use a different logistics partner than the one we provide, the risk of loss or damage to the product during transit will remain with you until the product is in our possession.

Zoama S.L. will proceed to refund the corresponding amount within a maximum period of 48 hours from the receipt of the returned item, once its suitability has been verified.

CONDITIONS FOR RETURNING THE PRODUCT

We will check that the returned product meets the conditions of the Product Return and Exchange Policy and, if so, we will immediately process the refund or product exchange as appropriate.

Our products must be returned unused, in perfect condition, with all protective materials in place and relevant labels and stickers attached (if applicable), as well as with the original box and delivery package, including all accessories and documents. For example, watch straps that have been adjusted at your request must be returned with exactly the same number of links as included in the original delivery package. . We reserve the right not to accept any return if the product shows signs of wear, or if it has been used or altered in any way from its original condition; alternatively, we may reduce the amount of the refund or product exchange based on the alterations present in the product.

If you have received free items as part of your order, you must return them along with the products.

All returns will be subject to strict quality control on our part to ensure that the returned products meet these requirements. If the products do not meet the quality control requirements, we will reject your return and send the products back to you. If the returned product meets the quality requirements, we will process the appropriate refund or exchange.

Failure to comply with these Purchase Conditions will give us the right to reject the returned product and send it back to you, with the corresponding expenses being at your cost.

REFUNDS

You may return a purchased product for a refund as long as the return complies with these Purchase Conditions, especially with the right of cancellation and the return process.

Only the buyer will be entitled to receive a refund of the purchase price. In no case will a person who has received the product as a gift be entitled to receive a refund. If the return complies with these Purchase Conditions, as a general rule, we will refund the purchase price using the same payment method used by the buyer in the initial transaction within 7 days from the date of receipt of the withdrawal notification.

PRODUCT EXCHANGES

You may return a product purchased through the platform to exchange it for another product, provided that the return complies with these Purchase Conditions, especially regarding the right of cancellation and the return process. In any case, the sale of the returned product will be canceled, and a new order must be placed for the desired product. If a product is returned to be exchanged for one with a lower price, only the buyer of the returned product will be entitled to receive a refund for the price difference, and the difference will be refunded using the same payment method used to purchase the product. If a product is returned to be exchanged for a product with a higher price, you must pay the price difference.