RETURNPOLICY
Returns
You have 14 days to return from the day you receive your order.
To receive a full refund, the watch must be returned in unworn, flawless condition, complete with:
- Original packaging (including warranty card)
- Spare strap (if included)
- All extra links (if the bracelet was adjusted)
- Protective film intact
Once we receive your return, our team will carefully inspect the piece. If any signs of wear or damage are found, we may deduct a portion of the refund.
Watches showing clear signs of use are not eligible for a refund, in such cases, we’ll contact you to arrange return delivery.
To begin a return, please contact us through the Contact Us page.
If the return is approved, we will send instructions for the return address and handling.
Return shipping is paid by the customer.
Returns sent without prior approval will not be accepted.
Please note that international returns may take longer to reach us than domestic shipments.
Complaints and damages
In the event of a defect in the product, you have the right to file a complaint for up to three years according to the Swedish Consumer Sales Act. The complaint must be made within a reasonable time from the time you discovered the defect, preferably within two months . Always inspect your order upon receipt.
If the product is:
- defective
- damaged upon delivery
- incorrect in relation to the order
Please contact us as soon as possible via the Contact Us page or by email (kundservice@alato.se), with a description of the error, and preferably pictures, so that we can investigate the matter and, if necessary, offer:
- repair
- exchange
- refund
Complaints are handled in accordance with applicable consumer purchase legislation.
Exception
Some products cannot be returned, for example:
- special orders (bespoke pieces or parts)
- personalized products
If in doubt, contact us before purchase or return.
Exchanges
We do not offer direct exchanges.
To exchange a product, return your item according to the returns process above. Once the return has been approved, you can place a new separate order.
Warranty
Our products come with a 24-month warranty covering manufacturing defects.
The warranty does not apply to damage caused by accidents, improper use or normal wear and tear.
Refunds
Once we have received and checked your return, we will notify you if it has been approved.
If the return is approved, a refund will be made:
- via the same payment method used for the purchase
- within 10 business days
Please note that it may take a few more days before the amount appears in your account, depending on your bank or card issuer.
If more than 15 business days have passed since the approved return without a refund, please contact us at kundservice@alato.se