Returns & Refunds

Every watch is one of a kind, inspected before listing, and sold with an honest description. If something still goes wrong in transit or the watch isn't as described, we'll make it right.

Damaged or not as described? 7 days to tell us. Because each watch is a rare, pre-owned piece, we don't accept change-of-mind returns. But if your watch arrives damaged, faulty, or isn't what the listing described, contact us within 7 days of delivery and we'll arrange a replacement, repair, or refund — whichever remedy fits the situation. Your rights under the Australian Consumer Law aren't affected.

How to report an issue. Use the in-app return form from your order history, or email info@alphagearlab.com.au. Please include your order number, a short description of the issue, photos of the watch showing the problem, and photos of the parcel and packaging. Keep the watch, all accessories, and the original packaging together until we confirm the outcome, and don't attempt to repair, clean, or service the watch yourself — it can affect the assessment and remedy.

How we resolve it. For a minor problem — such as a loose bracelet link or a flat quartz battery — we'll normally offer a repair, a replacement part, or a partial refund, whichever is fastest and fairest. For a major failure — a wrong watch, dead on arrival, significantly misdescribed, or not genuine — you choose: a full refund or a replacement of equivalent value and condition, as required by section 259 of the Australian Consumer Law. If a repair takes an unreasonable time, you can treat the failure as major.

Return shipping is on us. When a return is approved for a damaged or not-as-described watch, we email you a prepaid Sendle label. You never pay to return a watch to us. Pack the watch in the original packaging if possible, drop it at a Sendle location, and send us the tracking number.

When your refund arrives. Once the watch is back with us, we confirm receipt and inspect it to check the condition matches what left us. We process the refund within 2 business days to the original payment method — card, Apple Pay, Google Pay, or PayPal. Funds typically appear in your account 5–10 business days later depending on your bank. If it's been longer than that, email us and we'll investigate with Stripe or PayPal on your behalf.

A few specifics. Change of mind isn't a return reason — each watch is a one-of-one pre-owned piece, so if you're unsure before buying, email us for extra photos or a short video. We don't swap a returned watch for a different one; if you'd like a different piece, return the original for a refund and place a new order. Water damage, impact damage, or third-party servicing after delivery isn't covered, although your consumer guarantees still apply to defects that existed at the time of sale. The same policy applies to Facebook Marketplace and in-person sales: 7 days from delivery to report a damaged or not-as-described watch, same remedies, same consumer-law rights.

Your legal rights. Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. For a major failure, you're entitled to choose a refund or replacement.

Questions? Email info@alphagearlab.com.au. A real person reads and replies to every email. Response within 24 hours, Mon–Fri 9am–7pm AEST and Sat 10am–4pm AEST.

Alpha Gear Lab (ABN 33 202 833 871).