Return & Exchange
How can I return my order?
We hope you are completely satisfied with the products in your order. However, should you wish to return one or more of the items purchased from the THOMAS SABO Online Shop, you may return them to us, in their original condition, within 30 calendar days from the date of receipt. The day of receipt is intended as the day on which you or a third party designated by you took possession of the goods. If you need to send items back to us, please make sure to follow the following instructions: To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Please note shipping charges are non-refundable. To obtain your Return Authorization and Prepaid shipping label please contact us at: email@example.com with your name, contact information (address & phone number), returned item(s) with the order number and invoice number. Complete the Return Form included in your initial order indicating the quantity, item number and reason code for your return(s). Securely pack your item(s) along with your Return Form and copy of your invoice. Attach the prepaid shipping label. Please return your items to the following address: TS e-commerce LTD 577 Grand Boulevard L'Île-Perrot, QC, J7V 4X4 Canada Once we receive your item with the completed form, we will inspect items for refund. Please allow 3-7 business days for processing. If your return is approved, we will initiate a refund to your credit card (or original method of payment). Please note it can take up to an additional 3-5 business days for funds to be credited to your account. Please note that we cannot issue a refund until we have received your item. Please note shipping fees on the initial purchase are non-refundable. Should the goods be damaged as a result of further use, we reserve the right to demand compensation. Watches can only be taken back if the bracelet has not been altered. Further important information: The delivered goods may only be used for the purpose of examination – comparable to a fitting in a Store. We are entitled to demand compensation if there is any deterioration of the goods as a result of further use. Please note that it may take several days for a return to be delivered by post and for our returns department to process it. The return processing is taking place at our headquarter in Canada. Goods that have been made to customer specifications or clearly tailored to the personal needs of the customer (e.g. engraved items) cannot be returned. All engraved pieces of jewellery are a final sale and were engraved in accordance with the customer's instructions. THOMAS SABO is not liable for errors such as spelling mistakes that are based on an instruction or specification provided by the customer. In addition, watches are excluded from return upon the shortening and removal of links in watch bracelets, as these are changed according to customer specifications. Special instructions for engraved goods: You can purchase any engravable THOMAS SABO item without having it engraved and then have it engraved later at any THOMAS SABO Stores, free of charge. Please note that the subsequent engraving is only possible at THOMAS SABO’s own Stores and cannot be carried out by the returns department located at the company headquarters in Canada. Items sent to the returns department with a request to be engraved will be returned immediately to our customers.
How can I exchange an item?
We hope that you are completely satisfied with the products in your order. However, if a product does not meet your expectations and you want to change it to another product or size, there are the following options: Return via our THOMAS SABO online shop: Due to our automatic ordering system, we are unable to exchange directly via our online shop returns process. This also applies to an exchange to a different size. Therefore, please send the corresponding product back to us and reorder the desired product. You can find out how to return goods to us step by step here. Exchange via one of our THOMAS SABO Stores: By submitting the invoice, you can also exchange items within 30 days in a THOMAS SABO Store. Please note that the goods must be paid for on account before the exchange and proof of this is required in the Store. Important note: A refund of an online shop order in one of our THOMAS SABO Stores is generally not possible. However, the THOMAS SABO Store will gladly forward your return to our return department. Resizing in our in-house jewelry workshop Some items, such as chains or bracelets, can be resized later for a fee. You are welcome to enquire the possibilities by contacting our Customer Repair Service Team under firstname.lastname@example.org.
How long is the processing time for returns?
Your return will usually be processed within 3-7 working days after the goods are received in our office in Canada. Upon receipt of items, the payment method originally used for the purchase will be credited with the cost of the goods, minus the delivery charges. Please note that the processing of complaints, repairs and restorations may take a longer time. PayPal refunds The refund shall be made directly to your PayPal account. Credit and debit card refunds Upon receipt of the returned items, the credit or debit card originally used for the purchase will be credited with the refund. Please note that in some cases the refund may only show up on the next bank statement, depending on the bank institution.
You have the following right of cancellation: Cancellation right Cancellation policy: You have the right to cancel this purchase contract within 30 days without giving any reasons. The statutory period for revocation/return is 14 days from the date of receipt. The day of receipt is intended as the day on which you or a third party designated by you took possession of the goods. Over and above the statutory cancellation period, THOMAS SABO gives you the opportunity to return the goods up to 30 days after receipt and thus release yourself from the purchase contract. To exercise your right of cancellation, you must inform us (THOMAS SABO GmbH & Co. KG, Silberstraße 1, D-91207 Lauf; e-mail: email@example.com) of your decision to cancel this contract by means of an unambiguous declaration (for example, a letter by post, fax or e-mail). For this, you can use the enclosed sample cancellation form, although this is not mandatory. To observe the cancellation period, it is sufficient to send us notification of the exercising of the right of cancellation prior to the expiry of the cancellation period. Goods finished in accordance with customer specifications or goods which have been clearly tailored to the personal requirements of the customer (i.e. engraved items) are non-returnable. All engraved items of jewellery are specifically for final sale and have been engraved according to customer specifications. THOMAS SABO is not liable for errors that are the result of customer instructions or specifications. In addition, watches are excluded from return upon the shortening and removal of links in watch bracelets, as these are changed according to customer specifications. Effects of cancellation If you cancel this contract, we will return all payments received from you, including the shipping costs (with the exception of additional costs arising as a result of you choosing a different form of shipping to the standard, less expensive shipping offered by us), immediately and no later than 14 days from the day on which we receive notification of your cancellation of this contract. For this repayment, we will use the same means of payment as used by you during the original transaction, unless otherwise explicitly agreed with you; under no circumstances will you be charged fees for this repayment. We can refuse repayment until we have received the goods or until you have provided evidence that you have returned the goods, depending on which event is earlier. You must send back the goods or hand them over to us without undue delay and no later than 14 days from the day on which you notified us of the cancellation of this contract. The deadline is met if you return the goods prior to the end of the 14-day deadline. The direct costs for returning the goods are borne by you. You must only pay for any potential loss in value of the goods if this loss in value is the result of unnecessary handling of the goods caused by checking the composition, properties and function of the goods.