Effective Date: January 1, 2025
Last Updated: January 1, 2025

Our Commitment to You

At Zylo Time, we stand behind every timepiece we sell. We understand that purchasing a watch — especially a luxury one — is a meaningful decision, and we want you to feel completely confident when shopping with us. If something isn’t right, we’re here to make it right.

This policy applies to all purchases made through zylotime.com and our Marina Dubai store.

1. Our General Approach

We believe in fairness and transparency. If you receive a watch that doesn’t match what was described, arrives damaged, or has a genuine defect, we will work with you to find a solution — whether that’s a replacement, exchange, or refund. We handle every case individually and with genuine care.

2. Eligibility for Refund or Exchange

To be eligible for a refund or exchange, the following conditions must be met.

The request must be made within 7 days of receiving your order. The watch must be in its original, unworn condition with no signs of use, scratches, or damage caused after delivery. All original packaging, tags, certificates, and accessories must be included. Proof of purchase such as your order number or receipt must be provided. The item must not fall under our non-refundable categories listed in Section 5.

We kindly ask that you inspect your watch carefully upon receiving it and contact us as soon as possible if you notice any issue.

3. Valid Reasons for a Refund or Exchange

We accept refund and exchange requests for the following reasons.

Item Not as Described — If the watch you received significantly differs from what was listed on our website in terms of condition, color, or specifications, we will resolve this immediately.

Defective or Faulty Item — If your watch arrives with a mechanical defect or manufacturing fault that was not disclosed at the time of purchase, you are fully entitled to a refund or replacement.

Wrong Item Delivered — If you receive a different watch than what you ordered, we will arrange a prompt exchange or full refund, including return shipping costs.

Damaged in Transit — If your watch arrives physically damaged due to shipping, please photograph the damage immediately and contact us within 48 hours of delivery.

4. How to Request a Refund or Exchange

The process is simple and straightforward.

Contact us within 7 days of receiving your order using any of the methods below. Share your order number, a clear description of the issue, and photos if relevant. Our team will review your request and respond within 2 business days. If approved, we will guide you through the return shipping process. Once we receive and inspect the returned item, your refund or exchange will be processed within 5 to 7 business days.

We aim to make this process as smooth and stress-free as possible.

5. Non-Refundable Items and Situations

We want to be upfront about situations where refunds or exchanges may not be applicable.

Watches that have been worn, used, or show signs of handling beyond initial inspection are not eligible for return. Items returned without original packaging, certificates, or accessories cannot be accepted. Requests made after 7 days of delivery will not be eligible unless a genuine defect is discovered later and falls under warranty. Damage caused by improper use, accidents, unauthorized repairs, or normal wear and tear is not covered. Custom orders or specially sourced watches that were confirmed and agreed upon before purchase are non-refundable. Pre-owned watches are sold based on the condition clearly described in the product listing. If the condition was accurately represented, these items are generally non-refundable unless a defect is discovered.

6. Return Shipping

If the return is due to our error — such as a wrong item, damaged delivery, or item not as described — we will cover the full return shipping cost.

If you are returning an item for personal reasons that do not fall under our valid reasons, the return shipping cost will be your responsibility. We recommend using a tracked shipping method for all returns, as we cannot be responsible for items lost during return transit.

7. Refund Processing

Once your returned item is received and inspected by our team, we will notify you of the outcome within 2 business days. If your refund is approved, it will be processed using the original payment method. Refunds typically appear within 5 to 10 business days depending on your bank or payment provider. We will keep you informed throughout the process so you always know where things stand.

8. Exchanges

If you prefer an exchange over a refund, we’re happy to help you find an alternative timepiece from our collection. Exchanges are subject to stock availability. If the replacement item has a different price, the difference will either be charged or refunded accordingly. Exchange requests follow the same eligibility conditions and timeframe as refund requests.

9. Pre-Owned Watches

Our pre-owned watches are carefully inspected and honestly described, including any visible wear or imperfections. By purchasing a pre-owned item, you acknowledge and accept the condition as described in the product listing.

Refunds on pre-owned watches are only considered if the item has a defect or fault that was not disclosed at the time of listing, or if the item significantly differs from the description provided. We take accuracy very seriously and describe every pre-owned piece as honestly as possible.

10. Warranty

Many of our brand-new watches come with the manufacturer’s original warranty. Pre-owned watches may or may not include remaining warranty coverage, which will be clearly stated in the product listing. Warranty claims are handled directly with the brand or through us depending on the situation. Please contact us and we will guide you through the appropriate process.

11. Fraud Prevention

To protect both our customers and our business, we reserve the right to refuse refund or exchange requests that show signs of misuse, fraud, or abuse of this policy. All returned items are thoroughly inspected before any refund or exchange is processed.

12. Changes to This Policy

We may update this Refund Policy from time to time. Any changes will be reflected on this page with an updated effective date. We encourage you to review this policy before making a purchase. Continued use of our website and services constitutes your acceptance of the current policy.

13. Contact Us

If you have any questions about our refund policy or would like to initiate a return or exchange, please reach out to our team. We’re always happy to help and will do our best to resolve any issue quickly and fairly.

Zylo Time
Marina Dubai, UAE

📞 Phone / WhatsApp: +971 58 136 5147
📧 Email: zylotime.com@gmail.com
🌐 Website: https://zylotime.com

Our team is available to assist you and we aim to respond to all refund and exchange inquiries within 1 to 2 business days.

At Zylo Time, your satisfaction is not just a policy — it is our promise. Every watch we sell represents our commitment to quality, authenticity, and honest service.

— The Zylo Time Team