Refund Policy
Last updated: October 2025
Our Simple Promise: You Love Your Watch!
We pour our hearts into crafting every New Valberg watch, but we understand that sometimes things just aren't perfect. If for any reason you're not completely delighted with your purchase, don't worry—we've made our return process as easy and stress-free as possible.
1. Simple Steps for a Smooth Return
You have 30 days from the day your watch arrives to decide if it's right for you.
To make sure your return goes smoothly:
The watch must be brand new, meaning it hasn't been worn or used. It must be returned in its original packaging and with tags attached.
Please email us first at contact@newvalberg.com to let us know you're returning your purchase back. This helps us prepare for its arrival and speed up your refund!
If you're simply changing your mind, the cost to ship the watch back to us is your responsibility.
Important Note for Partial Returns and Discounts
To maintain the integrity of our promotions, items purchased at a discount or as part of a special offer cannot be returned, exchanged, or refunded.
When purchasing a bundle that includes both discounted and full-price watches, our return and exchange policy applies only to the full-price items. Discounted watches within the bundle are not eligible for refunds, exchanges, or returns, as they are considered final sale. We appreciate your understanding.
We strongly recommend using a shipping service that provides tracking. This is important because we can only process a refund for watches we actually receive. We can't be responsible for items lost on their way back to us!
2. Shipping Protection
If you purchased Shipping Protection with your order, we guarantee to replace or refund any items that arrive damaged or defective. This protection also covers items lost or stolen during shipping, including cases where delivery fails due to an error in the shipping address provided by the buyer.
To start the process, you must contact our customer service team within 7 days of delivery, explaining the situation and provide your proof of purchase and photos clearly showing the issue.
Once we have the details, we'll happily cover the return shipping costs and will immediately offer you a replacement or a full refund—whichever you prefer.
The countries we deliver to are:
- Australia within 5 to 18 business days
- Canada within 10 to 17 business days
- New Zealand within 5 to 16 business days
- Singapore within 5 to 11 business days
- United States within 9 to 16 business days
3. Getting Your Money Back (Refund Process)
Once your returned watch is safely back with us and we've quickly checked it over, we'll send you an email confirmation and process your refund right away.
The money will be returned to the same payment method you used when you purchased your watch.
Please allow 5–10 business days for the refund to show up in your account. This timing depends on your bank or payment provider.
4. Items We Can't Take Back
To keep things fair for all our customers and ensure the highest quality, we can't accept returns for items that have been:
- Worn or used.
- Changed or altered in any way.
- Damaged by the customer.
5. Got Questions? We're Here to Help!
If you have any questions at all about your return or need a hand, our friendly support team is ready to assist you.
Just send us an email at: contact@newvalberg.com