RETURN & REFUND POLICY FOR ONLINE PURCHASES
At Solvil et Titus Malaysia, we strive to ensure customer satisfaction with every purchase. Please read the following Return & Refund Policy carefully before placing your order.
1. Terms of Return & Refund
1.1 Return Eligibility
We offer a 7-day return policy from the date you receive your order. Only Solvil et Titus watches are eligible for return or exchange requests.
To qualify for a return, the item must:
- Be unworn and unused
- Be in original condition
- Include all original tags, packaging, accessories, instruction booklets, unused warranty cards, and gift redemption items (if applicable)
- Be accompanied by the original receipt or proof of purchase
All return requests are subject to management approval.
To initiate a return request, please contact us at:
cs@solvil-et-titus.my
1.2 Return Inspection & Approval
Upon receiving your returned product, we will inspect and verify whether the item remains in its original condition.
Once the inspection is completed, we will notify you via email within 7 working days regarding the approval or rejection of your refund or exchange request. All decisions made by Solvil et Titus Malaysia shall be final.
1.3 Refund Terms
If your return request is approved, the refund will be processed to the original payment method and account used during the purchase transaction.
Please note that authorized retailers and retail stores are unable to process online purchase refunds.
The following fees and costs are non-refundable and non-reimbursable:
(a) Costs Incurred During Purchase
This includes, but is not limited to:
- Payment gateway charges
- Credit card or bank processing fees
- Insurance charges
- Administrative fees
- Packaging and handling costs
- Original shipping fees
- Other related miscellaneous charges
(b) Costs Incurred for Return Shipment
Customers are responsible for all return-related shipping expenses, including:
- Courier or delivery charges
- Insurance fees
- Taxes and duties
- Other related shipping costs
These charges will not be reimbursed.
1.4 Refund Processing Fee
For approved refunds, an administration and payment processing fee ranging from 3%–12% may apply.
The applicable fee depends on the payment method used and the actual charges incurred by payment gateways, banks, and operational processing.
Any applicable charges will be deducted from the refundable amount before the refund is processed.
1.5 Right to Reject or Resolve Disputes
Solvil et Titus Malaysia reserves the absolute right to:
- Reject any return, refund, exchange, or cancellation request
- Handle and resolve disputes related to returned products or refund claims
- Reject returns if items are found to be mishandled, used, damaged, incomplete, or not in original packaging
All decisions made shall be final.
2. Procedure for Return by Mail
Please follow the steps below carefully when returning your item:
a) Review Return Terms
Please ensure you have read and understood all Terms of Return before proceeding.
b) Secure Packaging
Wrap the package securely and include all required documents for return processing.
c) Use Traceable Shipping
For your protection, we strongly recommend using a traceable courier or prepaid shipping service.
All return shipping charges must be borne by the customer.
Any “Collect Charge” shipments will be refused.
d) Shipping Insurance
Please insure your returned product based on its Net Price per Unit.
Solvil et Titus Malaysia will not be responsible for any loss or damage of returned parcels that are uninsured.
e) Return to Authorized Address Only
Please return your item only to the address provided by our customer service team.
Do not send returns to addresses stated elsewhere on our platform or documents, as we may not be able to trace the shipment.
f) Return Inspection Process
Once your returned parcel is received, it will undergo inspection before approval or rejection.
You will receive an email notification within 7 working days regarding the outcome.
g) Taxes, Duties & Replacement Shipping
Customers are responsible for all taxes, duties, and shipping costs for replacement orders.
However, if the exchange is due to a defective product, the shipping costs for the replacement order will be borne by Solvil et Titus Malaysia.
3. Change of Mind Policy
Returns, refunds, or exchanges due to change of mind are strictly not allowed.
Customers are strongly encouraged to review all product details, specifications, sizing, and order information carefully before completing their purchase.
All confirmed orders are considered final.
4. Damaged, Defective or Incorrect Items
Please inspect your order immediately upon receiving it.
If you receive a defective, damaged, or incorrect item, kindly contact us immediately so we can evaluate the issue and arrange the necessary resolution.
5. Exceptions / Non-Returnable Items
The following items are strictly non-returnable and non-refundable:
- Promotion or Sales items
- Limited Edition items
- Special Edition items
- Pre-Order items
- Clearance (LQ) items
- Customized or altered items
(e.g. bracelet adjustments, leather strap hole punching, sizing modifications) - Gift cards
If you are unsure whether your item qualifies for return or exchange, please contact our customer service team before making your purchase.
6. Exchanges
Only Solvil et Titus watches are eligible for exchange requests.
Exchange requests must be made within 7 days from the date of receiving the order and are limited to a one-time exchange only.
Please note:
- Exchange items must be of equal or higher value
- If the replacement item is of lower value, the balance difference will be forfeited
- Cross-exchanges between online purchases and retail stores are not permitted due to different management systems
All exchanges remain subject to management approval.
Returns or exchanges due to change of mind are not allowed.
7. Procedure for Exchange by Mail
The exchange process follows the same procedure as return-by-mail processing stated above under Section 2.
Customers are advised to carefully follow all shipping, insurance, and packaging requirements to avoid delays or rejection of exchange requests.
Thank you for shopping with Solvil et Titus Malaysia.