Refund policy
Requesting an exchange
We do not issue monetary refunds or credit notes. Where you decide against a piece bought from this website, you may ask us to exchange it for another, and we will consider the request.
An exchange is considered case by case and granted at the discretion of the house. We take account of the condition of the piece, the time since delivery, and the availability of the piece you wish to receive in its place. We will tell you our decision in writing before anything is sent back to us.
Write to info@alainphilippe.com within fourteen days of delivery, quoting your order number, and before you return anything. We will then arrange the carriage described below.
We are not able to accept a piece returned to us without notice. A piece sent back to us by a carrier we have not arranged travels at your risk.
Condition
A piece offered for exchange must be unworn, unaltered and in the condition in which it was delivered, and must reach us complete with:
- the piece itself, with any protective film and any attached tag intact
- the presentation box and outer packaging
- the certificate of origin, the guarantee document and any gemmological report supplied with it
- any additional strap, link, bracelet or accessory supplied with it
- proof of purchase
A piece that has been worn, altered, engraved, sized in a way that cannot be reversed, or returned incomplete is not eligible for exchange. Where such a piece reaches us, we will tell you before we do anything further, and we will agree with you whether it is returned to you or a deduction is made.
Carriage of returns
We arrange the carriage of every return, under the same insured, signature-required service used for the outward delivery. We send you the carriage documents and the collection arrangements once we have agreed to consider the exchange. The piece remains at your risk until our carrier takes possession of it.
The cost of return carriage and of its insurance is yours where you have decided against a piece. It is ours where the piece is faulty, or is not the piece you ordered.
Inspection and the exchange
We examine every piece on arrival. Where it meets the condition set out above and the exchange is granted, we will confirm this to you in writing and arrange the delivery of the piece chosen in its place, under the shipping policy.
The value allowed is the price paid for the piece returned. The piece chosen in its place is one of equal or greater value, and the difference is payable before we dispatch it.
Where an import duty or tax was paid on the outward consignment, we will tell you what can be reclaimed and how.
Where the exchange is not granted, we will tell you why and return the piece to you under the same insured service.
Pieces made or finished to order
A piece made to your specification, engraved to your instruction, or personalised at your request is a final sale. It cannot be returned or exchanged where you decide against it. This does not affect your rights where the piece proves to be faulty.
Damaged and faulty pieces
Where a piece reaches you damaged, proves to be faulty, or is not the piece you ordered, tell us promptly, quoting your order number. We will arrange its collection at our cost and under our insurance, and we will repair the piece or replace it. We will tell you which of those we propose, and why, before we act.
These pieces are dealt with under the guarantee document supplied with the piece, under section 11 of the terms of service and, for damage in transit, under the shipping policy. The discretion set out in this policy does not apply to them.
Repairs
Where a piece needs repair, write to us before you send it. We will tell you what the assessment involves, and how and where to send the piece.
Your rights under the law
Where the law of the country to which a piece is delivered gives you a right of withdrawal or another mandatory consumer right, that right is unaffected by this policy, and we will honour it, including any refund it requires.
Pieces bought elsewhere
This policy applies to pieces bought from this website. A piece acquired from one of the boutiques listed on the Boutiques page is subject to the terms of the boutique that sold it, and we will put you in touch with them.
Enquiries
Write to info@alainphilippe.com, quoting your order number.