Returns & Exchanges

1. 30-Day Return Policy

You have 30 days from the date of delivery to initiate a return or exchange. To be eligible, your watch must meet the following strictly enforced conditions:

• Unworn and Unused: The watch must be in brand new condition, with no signs of wear, scratches, or sizing modifications (e.g., removed links).
• Intact Protective Elements: All factory plastic protective films on the dial, case back, and bracelet must be fully intact and unpeeled.
• Original Packaging: The item must be returned in its original box, complete with the warranty card, manuals, and any included accessories.

* Note: If a watch is returned with missing items, peeled protective films, or signs of wear, we reserve the right to refuse the return or apply a restocking fee.

2. How to Initiate a Return

Please do not send your purchase back to the manufacturer or the original shipping address without prior authorization. To start a return:

• Contact our support team at service@heimdallrofficialstore.com.
• Include your Order Number and the Reason for return in your email. Providing photos of the watch’s current condition will speed up the process.
• Once approved, we will provide you with a Return Merchandise Authorization (RMA) number and the correct return shipping address.

3. Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return:

• Customer Responsibility: If the return is due to personal preference (e.g., changed mind, ordered the wrong color or size), the customer is responsible for covering all return shipping fees. We highly recommend using a trackable shipping service and purchasing shipping insurance.
• HEIMDALLR Responsibility: If the return is due to a manufacturer defect or an error on our part (e.g., received the wrong model), we will cover the return shipping costs or provide a prepaid shipping label.

4. Refunds Processing

Once your return is received and inspected at our facility, we will send you an email to notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (Credit Card, PayPal, etc.). Please allow 3-7 business days for the funds to appear in your account, depending on your bank or payment provider.

5. Exchanges

If you wish to exchange your watch for a different model or color, the fastest and most efficient way is to return your original item for a refund (following the policy above) and place a new, separate order for the desired timepiece.

6. Damaged, Defective, or Incorrect Items

All HEIMDALLR watches come with a 2-Year Official Warranty. If your watch arrives damaged, defective, or if you received an incorrect item, please contact us immediately within 48 hours of delivery. We will work swiftly to resolve the issue and replace the timepiece at no additional cost to you.

7. Customs, Duties, and Taxes

For international returns, please be aware of the following regarding customs and duties:

• Non-Refundable Import Taxes: Original shipping fees, import duties, tariffs, and local taxes collected by your country's customs are non-refundable by HEIMDALLR. If you wish to claim a refund for these fees, you must contact your local customs office directly.
• Return Customs Declaration: When shipping an item back to us, you must clearly mark the package and customs declaration form as "Returned Goods" with a value of $0. If you fail to do so and HEIMDALLR is charged import duties to receive the return, that amount will be deducted from your final refund.