Refund & Return Policy

Terry Watches

At Terry Watches, we want you to be happy with your purchase. Every watch is carefully selected and packaged to ensure it reaches you in good condition. If your purchase does not meet your expectations, we are here to help. This policy explains how to request a return, exchange, refund, or replacement for an order placed through terrywatches.com.

Effective date: 20th October 2026

1. Return Eligibility

You may request a return within 7 calendar days of receiving your order, subject to the conditions below. To qualify for a return: The watch must be in its original condition, without scratches, damage, or signs of excessive wear. The watch must be returned with its original packaging, accessories, tags, manuals, and any items supplied with the purchase, where applicable. You must provide proof of purchase, such as your order confirmation or receipt. You must contact Terry Watches and receive return instructions before sending the item back. Customers may carefully inspect and try on a watch. However, items showing damage or wear beyond reasonable inspection may not qualify for a change-of-mind return.

2. Items That Are Not

Eligible for Change-of-Mind Returns We generally do not accept change-of-mind returns for: Watches that have been worn extensively, scratched, damaged, or altered after delivery. Watches with missing components, accessories, or original packaging where these were supplied. Customised or specially ordered watches, unless they are faulty or otherwise eligible under applicable consumer law. Items returned after the stated return period without prior approval. These restrictions do not exclude your rights regarding faulty, damaged, or incorrectly supplied products under applicable consumer protection laws.

3. Damaged, Defective, or Incorrect Items

If your watch arrives damaged, defective, or different from the item you ordered, please contact us as soon as possible, preferably within 48 hours of delivery. Please provide: Your order number and contact details. A description of the problem. Clear photographs or a video showing the issue. Photographs of the packaging, where relevant. After reviewing your claim, Terry Watches may offer an appropriate remedy, such as a repair, replacement, or refund, depending on the circumstances and applicable consumer law. If the problem is confirmed to be our responsibility, we will arrange the return or collection process and advise you on any shipping costs. Please do not attempt to repair or modify a watch before contacting us, as this may affect our ability to assess the issue.

4. How to Request a Return To initiate a return:

Contact our customer-care team by phone, WhatsApp, or email using the details provided below. Provide your order number, the watch you wish to return, and the reason for your request. Wait for our team to confirm whether the return is eligible and provide the return instructions. Package the watch securely, including the original packaging and accessories where applicable. Return the item using the delivery method and address provided by our team. Please do not send returns to an address that has not been confirmed by Terry Watches.

5. Return Shipping Costs

For a return due to a change of mind, the customer is responsible for the cost of returning the watch to Terry Watches. If the return is due to a confirmed fault, damage on arrival, or an incorrect item supplied by us, Terry Watches will advise on and arrange an appropriate return-shipping solution. Original delivery charges are generally non-refundable for change-of-mind returns. Where a refund is due because of our error or a product defect, applicable delivery charges will be considered in accordance with consumer law. We recommend using a tracked delivery service and keeping your return receipt until the return has been completed.

6. Refunds Once

we receive your returned watch, our team will inspect it to confirm that it meets the applicable return conditions. If your refund is approved: The refund will be made to your original payment method, where possible. We will notify you when the refund has been approved and processed. Please allow 5-10 business days after approval for the refund to be processed. Your bank or payment provider may require additional time before the funds appear in your account. The amount refunded will depend on the nature of the return and any applicable delivery charges. If a return does not meet the eligibility requirements, we will contact you to explain the outcome and discuss the available options.

7. Exchanges and Replacements

If you would like to exchange your watch for another model, colour, or available option, please contact our team within the return period. Exchanges are subject to stock availability and approval. If an exchange cannot be arranged, we may offer a refund where the return qualifies. For defective or incorrectly supplied products, an appropriate replacement or other remedy will be arranged in accordance with applicable consumer protection laws.

8. Order Cancellations

If you wish to cancel an order, please contact Terry Watches as soon as possible. Orders that have not yet been dispatched may be eligible for cancellation and a full refund. Once an order has been dispatched, cancellation may no longer be possible. In that case, the return process and eligibility requirements will apply. 9. Warranty and Product Issues Any manufacturer's warranty or additional warranty offered by Terry Watches will be subject to its specific terms and conditions. This return policy does not replace any warranty or statutory consumer rights you may have in relation to a faulty or misrepresented product. Please contact us if your watch develops a problem after purchase so that we can assess the issue and advise on the appropriate next steps.

10. Contact Us

For return, refund, exchange, or product-related enquiries, please contact:

Terry Watches Phone/WhatsApp: +254 727 111 000

Email: terrifantmerchandise@gmail.com

Website: https://terrywatches.com/

Our customer-care team will guide you through the process and provide the relevant return instructions. Thank you for shopping with Terry Watches. We appreciate your trust in us and are committed to making your shopping experience reliable and enjoyable.