Refund policy
Return and Refund Policy
We want you to be completely happy with your Stephan Focus watch. If it is not right for you, you have 30 days from the day you receive your order to request a return or a refund. This is longer than the minimum required by law, and it applies to every country we ship to.
How to start a return
Write to us at support@stephanfocus.shop with your order number, or use the Request Service form on our website. Our team replies within 24 hours on business days and will send you the return address and full instructions. Please do not send anything back before contacting us, so we can make sure your return is registered to your order.
Condition of returned items
- Items must be unworn, undamaged and returned with the original box, documents and any free gift included with the order.
- You may handle and try on the watch as you would in a shop. If the item shows use beyond that, we may reduce the refund to reflect the loss in value.
- Keep proof of postage until your refund is confirmed.
Refunds
Once we receive and inspect your return, we issue the refund to your original payment method. Refunds are processed within 14 days of us receiving the returned item, or of you providing proof that it was sent back, whichever is earlier. Your bank may take a few extra days to show the money in your account. We refund the price of the item plus the standard delivery cost you originally paid, if any. You receive an email confirmation at each step.
Damaged, faulty or incorrect items
If your watch arrives damaged, faulty or is not what you ordered, contact us within 48 hours of delivery with a photo. We will send a replacement or refund you in full, and we pay the return shipping. You never carry the cost of our mistake.
Return shipping costs
For returns because you simply changed your mind, the cost of sending the item back to us is paid by you, unless we state otherwise in writing. For faulty, damaged or incorrect items, we cover the return cost as described above.
Customers in the European Union, EEA and United Kingdom: right of withdrawal
If you are a consumer in the EU, EEA or UK, you have the legal right to cancel your purchase within 14 days of receiving your order, without giving any reason. Our 30-day policy above is more generous and applies in addition to this right.
To exercise the right of withdrawal, inform us of your decision by a clear statement sent to support@stephanfocus.shop. You may use the model form below, but it is not obligatory. To meet the deadline, it is enough to send your communication before the 14-day period expires. You must then return the goods to us without undue delay and in any event within 14 days of telling us.
Model withdrawal form
To: Stephan Focus, 412 W 7th St, Clovis, New Mexico 88101, United States — support@stephanfocus.shop
I hereby give notice that I withdraw from my contract of sale for the following goods: ____________________
Ordered on / received on: ____________________
Name of consumer: ____________________
Address of consumer: ____________________
Order number: ____________________
Date: ____________________
Legal guarantee
Consumers in the European Union and the United Kingdom benefit from a legal guarantee of conformity of two years from delivery. This statutory right is free of charge and exists alongside our own 2-year warranty. Nothing in this policy limits your rights under the consumer law of your country.
Exchanges and limited stock
Our 25th anniversary collection is a limited run. Exchanges depend on remaining stock; if the model you want has sold out, we offer a full refund instead.
Cancelling before dispatch
You can cancel an order free of charge at any time before it ships. Just write to support@stephanfocus.shop with your order number and we will stop it and refund you in full.
Questions
Any question about returns or refunds: support@stephanfocus.shop. Customer care is available Monday to Friday, 8:00 AM to 8:30 PM, with an average reply time of 24 hours.