Refund Policy

Store operated by: ELENCI. Contact: support@elenci.nl

1. Your Right of Withdrawal
As a consumer in the EU, you have the statutory right to withdraw from your order within 14 days of delivery without giving any reason.

The withdrawal period begins the day after you (or a designated third party) receive the product.

To exercise your right of withdrawal, notify us within the applicable period by emailing support@elenci.nl with your order number and a clear statement that you wish to withdraw. You may use the model withdrawal form included in our Terms of Service, but it is not required.

2. Return Conditions
During the return period, handle the product and its packaging with reasonable care. You may inspect and try the watch as you would in a store, but not use it beyond that. We may reduce your refund if the watch has lost value because you handled it more than necessary to establish its nature, characteristics and functioning. Please return the watch with its box, tool kit and all included accessories, in its original packaging where possible.

3. Exclusions from the Right of Withdrawal
The right of withdrawal does not apply to products that are personalised or made to your individual specifications, such as engraved items or a custom build with a combination of components that is not part of our standard range and cannot reasonably be resold. We will tell you before we start assembly if your configuration falls under this exclusion. All other products, including our standard watches and standard configurations, can be withdrawn within the withdrawal period.

4. How to Return

1. Email support@elenci.nl within 14 days of delivery with your order number and a statement of withdrawal
2. We will respond within 2 business days with a return label
3. Pack the watch securely in its original packaging
4. Drop it off at the carrier point indicated on your return label
5. You must return the product within 14 days of notifying us

A return shipping fee applies, based on your location, and is deducted from your refund:

• Netherlands: €7.95
• Germany and Belgium: €11.95
• France, Luxembourg and Austria: €16.95
• Denmark, Poland, Portugal and Sweden: €20.95
• All other EU countries: €24.95

5. Refunds
Once we receive and inspect the returned product, we will refund all payments you made, including the original shipping costs, minus the return shipping fee listed above, within 14 days, using the same payment method you used unless you agree otherwise.

Estimated processing times after approval:

• Credit / debit card: 3–5 business days
• Bancontact: 3–5 business days

6. Exchanges
Want a different watch instead of a refund? Contact us at support@elenci.nl and we will arrange a direct exchange under the same conditions as a standard return.

7. Damaged or Incorrect on Arrival
Inspect your order carefully upon receipt. If your watch arrives damaged, defective, or is not what you ordered:

• Please contact us as soon as possible, preferably within 48 hours of delivery. This request does not limit your statutory rights.
• Email support@elenci.nl with photos or video showing the issue
• We will arrange a replacement, repair, or full refund at no cost to you
• Return shipping is on us

This is separate from your right of withdrawal and is governed by your statutory rights under EU consumer protection law.

8. Warranty Claims
Defects that appear after delivery are handled under our Warranty Policy, not this return policy. This is governed by our 2-year warranty and your statutory rights. See our Warranty Policy for details.

9. Consumer Rights (EU)
If you are a consumer in the European Union, you retain all rights granted by applicable EU and national consumer protection law. Nothing in this policy limits or waives your statutory rights. If you are unsure about your rights, contact us at support@elenci.nl. We will always try to find a fair solution.

If you have a complaint, email support@elenci.nl with your order number and details. We respond within 2 business days and aim to resolve complaints within 14 days. Your statutory consumer rights remain unaffected.

Last updated: October 2026