Returns and Refunds

In short

• Every watch is inspected by an expert watchmaker and authenticated before it is sold, and anything we find is disclosed to you before the watch ships.
• If a watch is faulty or not as described, tell us within 7 days of delivery, or as soon as reasonably possible after that. We arrange its insured return, and if the fault is confirmed we repair, replace or refund it.
• We do not offer returns or refunds for a change of mind. Please ask us anything you need to know before you buy.
• Nothing in this policy limits your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Our watches come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. A pre-owned watch is judged against its stated age and condition; wear that was described to you before the sale is not a fault.

When a refund applies

A refund, repair or replacement applies when a watch:

• is not the watch, or not in the condition, that we described to you in writing;
• has a mechanical or manufacturing fault that was present when it was delivered; or
• is not genuine — a guarantee we stand behind for as long as you own the watch. Every watch is identified on your invoice by its serial number and photographed in detail before it leaves us, and the guarantee applies to the watch so identified.

Where the fault is minor we will repair the watch, or replace or refund it if we choose; where the failure is major you may choose a refund or a replacement. A refund is not available for a change of mind, for wear or damage after delivery, for water damage where the watch was used beyond its stated water resistance, for the ordinary tolerances of a mechanical movement, or for a watch that has been opened, serviced or worked on by anyone other than us or a service centre we agreed to in writing — we cannot assess a fault claim on a watch someone else has been inside.

What to do

1. Contact us first, within 7 days of delivery, or as soon as reasonably possible after that, at contact@hypa.international, 0468 881 846 (+61 468 881 846 from outside Australia) or WhatsApp. Tell us the watch, your order or invoice number and what is wrong, with photographs where they help. Do not send the watch anywhere until we have replied.
2. We arrange the return. We book an insured courier to collect the watch from you, or, in Australia, agree a time to hand it over in person in Melbourne. A watch delivered in Hong Kong is collected in Hong Kong by our insured courier and returned to our watchmaker there; you do not send it anywhere yourself. Please do not use your own courier: the watch is insured only on transport we arrange. Pack it as it came to you, with its box, papers and everything supplied with it.
3. We inspect it. An expert watchmaker first confirms the watch is the one we sold (its serial number and our pre-dispatch photographs), then examines the fault, and we tell you what was found. A watch that does not match our record is not the watch we sold, and no refund applies to it.
4. We put it right. If the fault is confirmed we repair, replace or refund the watch in line with the Australian Consumer Law, and the return transport is at our cost. If no fault is found, or the cause is one of the exclusions above, we return the watch to you and the transport and assessment costs are yours.

When the refund is paid

An agreed refund is paid within 5 business days of the watch being received by us and the fault confirmed. It is paid by bank transfer to the account the purchase was paid from, in Australian dollars, for the full price paid, with no restocking or handling fee, less any bank charges on an international transfer. Delivery charges you paid on an international order are refunded when the watch is faulty; import duties and taxes collected in your country are not ours to refund.

Change of mind

We do not offer returns, exchanges or refunds for a change of mind. Every watch we sell is described in detail, inspected by an expert watchmaker and photographed, and we answer any question about it before you commit — including additional photographs and video on request, and a viewing by appointment in Melbourne for a watch held in Melbourne. You may cancel an order at any time before the watch is dispatched or collected, and we refund what you have paid within 5 business days.

Warranty

Where a watch is supplied with its manufacturer’s warranty card, the page and your invoice say so and state the date on the card; the manufacturer’s own terms apply for whatever period remains. We do not offer a separate HYPA warranty. The Australian Consumer Law guarantees above apply regardless of any warranty.

Questions

Contact HYPA before you buy if anything is unclear. Our terms and conditions set out the full contract, and our shipping page explains how a watch is delivered.