Terms of Return & Refund.
- Return & refund policy for online purchases
1.1 We have a 7-days return policy, which means you have 7-days after receiving your item to request a return. Only Solvil et Titus watches can be request for return & exchange.
1.2 To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. All returns are subjected to management approval.
1.3 We will determine whether a returned Product is in its original condition (i.e. in the same condition as when originally purchased with all original packaging materials, tags, accessories, unused warranty cards, instruction booklets and gift redemption). Upon receiving your Product, we shall send you an e-mail within 7 working days informing you whether your request for refund is accepted. Our decision will be final.
1.4 If your return of Product is accepted, we will refund the Net Price per Unit of each returned Product. The refund will be credited to the original payment account, to the same person who paid for the transaction. The authorized retailers are not able to process any refund. Fees including but not limited to the following items will not be refunded or reimbursed:
(1) Costs incurred during the purchase of Product
Any fees charged by payment gateway and/ or credit card issuers, insurance costs and all other related miscellaneous costs incurred for the purchase of the Product will not be refunded.
(2) Costs incurred for the return of Products to us
Any costs or charges incurred by you for the return of the Products to us, including shipping/courier/delivery costs, insurance costs and all other related miscellaneous costs will not be reimbursed.
1.5 We reserve the absolute right to handle any disputes by return of Products, refunds or cancellation of Order.
To start a return, you can contact us at cs@solvil-et-titus.my.
Procedure for Return by Mail
a) Please read Terms of Return in Item 1 carefully before your returning of the Products for refund.
b) Wrap the package securely and return the Products together with the Required Documents for Return.
c) For your protection, ship your return via a traceable carrier, or a prepaid courier service. All the return shipping/courier/delivery charges are to be borne by you. All ‘Collect Charge’ shipment will be refused.
d) Please insure your Product for its Net Price per Unit. We are not responsible for the damage or loss for returned Products that are not insured.
e) Send your returned package to the address we provide. Please DO NOT return the Products to any address in our other documents, or in our Platform or we may not be able to trace the return shipment and we will not be responsible for the lost shipment in transit.
f) Once your returned package has been received by us, it will be processed and inspected before we proceed to approving or rejecting the return. Upon receiving your Product, we shall send you an e-mail within 7 working days informing you whether your request for refund is accepted.
g) You are responsible for all taxes and duties and shipping costs for the new purchase Order. If you are returning a defective Product for exchange, all the taxes and duties and shipping costs of the new purchase Order will be borne by us.
- Damages and issues
2.1 Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and rectify immediately.
- Exceptions / non-returnable items
3.1 Certain types of items cannot be returned, like Promotion / Sales item / Limited Edition or items that has been customized to suit you (eg, pre-adjustment of bracelet, hole punching in leather straps etc)
3.2 Please get in touch if you have questions or concerns about your specific item.
3.3 Unfortunately, we also cannot accept returns nor refunds on gift cards.
- Exchanges
4.1 Only Solvil et Titus watches can be request for return & exchange. If you wish to exchange a product in your order within 7 days of receipt, it will be an one-time exchange, and the item must be of equivalent or higher value. If the exchange item is of lower value than the original product, the difference in value will be forfeited.
4.2 You will not be able to make cross exchanges for your online purchase at our retail stores due to different management systems.
4.3 All exchanges are subject to management approval. Returns due to change of mind are not allowed.
Procedure for Exchange by Mail
a) Please read Terms of Return in Item 1 carefully before your returning of the Products for refund.
b) Wrap the package securely and return the Products together with the Required Documents for Return.
c) For your protection, ship your return via a traceable carrier, or a prepaid courier service. All the return shipping/courier/delivery charges are to be borne by you. All ‘Collect Charge’ shipment will be refused.
d) Please insure your Product for its Net Price per Unit. We are not responsible for the damage or loss for returned Products that are not insured.
e) Send your returned package to the address we provide. Please DO NOT return the Products to any address in our other documents, or in our Platform or we may not be able to trace the return shipment and we will not be responsible for the lost shipment in transit.
f) Once your returned package has been received by us, it will be processed and inspected before we proceed to approving or rejecting the return. Upon receiving your Product, we shall send you an e-mail within 7 working days informing you whether your request for refund is accepted.
g) You are responsible for all taxes and duties and shipping costs for the new purchase Order. If you are returning a defective Product for exchange, all the taxes and duties and shipping costs of the new purchase Order will be borne by us.
- Refunds
5.1 We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
5.2 For approved refunds, an administration and payment processing fee of 3%–12% may be applied.
5.3 This fee represents charges imposed by payment gateways and/or issuing banks, and the applicable rate may vary from order to order depending on the payment method used. The final surcharge amount is subject to the actual fees incurred during the refund process.
5.4 Any applicable charges will be deducted from the refundable amount prior to processing the refund.
Solvil et Titus Malaysia reserves the right to reject any exchanges if the item is found to be mishandled or not in its original packaging.