Refund policy

Refund & Return Policy

At LuxurySouq, we take great pride in the quality and authenticity of every timepiece we sell. All watches are thoroughly inspected, authenticated, and accurately described before being listed. We want you to shop with complete confidence.

Return Window

We accept return requests submitted within 24 hours of delivery. Requests made after this window will not be eligible for a return or refund, no exceptions.

Condition Requirements

To be eligible for a return, the item must be returned in exactly the same condition in which it was received, including:

• The watch must be unworn and show no signs of use, scratches, or handling beyond initial inspection
• All original accessories must be included (box, papers, tags, straps, links, crown, and any other items shipped with the watch)
• Original packaging must be intact and undamaged
• No links may have been added or removed from the bracelet
• The watch must not have been serviced, polished, or altered in any way

How to Initiate a Return

1. Contact us within 24 hours of delivery by WhatsApp or email with your order number and reason for return
2. Our team will review your request and provide a return authorisation if eligible
3. Pack the item securely in its original packaging
4. Ship the item back to us using a fully insured, trackable courier service — return shipping costs are borne by the customer
5. Once received and inspected, we will process your refund

Refund Processing

Refunds are issued to the original payment method within 5–7 business days of us receiving and inspecting the returned item. We reserve the right to refuse a return or charge a restocking fee if the item is received in a condition different from how it was shipped.

Non-Returnable Items

The following are not eligible for returns:

• Items returned after the 24-hour window
• Items showing any signs of wear or use
• Special orders or items sourced specifically upon customer request
• Items returned without prior return authorisation

Damaged or Incorrect Items

In the rare event that you receive a damaged or incorrect item, please contact us immediately upon delivery with photographs. We will resolve the issue promptly at no cost to you.

For any questions regarding returns, please contact our team via WhatsApp or email.