Return, exchange & cancellation
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 Store, 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 items(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'Ile-Perrot, QC J7V 4X4
- 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.
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 shop. 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.
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 shop, free of charge. Please note that the subsequent engraving is only possible at THOMAS SABO’s own shops and cannot be carried out by the returns department located at the company headquarter in Canada.
- Items sent to the returns department with a request to be engraved will be returned immediately to our customers.
PROCESSING TIME FOR RETURNS & REFUNDS
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.
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.
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.
- 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