Returns and Exchanges Policy
Returns and Exchanges Policy
This Return and Exchanges Policy details your options on how you can return your purchase, and your rights in relation to obtaining a refund or exchange.
(a) Right to Cancel
You have the right to return your order without giving any reason thirty (30) days from the day on which you acquire, or someone you nominate (other than the carrier) acquires, physical possession of the products in your order.
To return your product(s), you can click here which will guide you through this simple process.
Should you need more assistance or if you want to exchange your product(s), please contact our eBoutique team at +1 877-726-3724 or here.
(b) Return Process
To ensure your complete satisfaction, you may return or exchange your new, unused and unaltered item purchased on our website panerai.com within 30 days of delivery. Please see below the return conditions:
1. Panerai will accept items returned to us within 30 days of the date of delivery, in its original packaging in a new, unworn, unused and unaltered state with all materials and documents included.
2. Returns or exchanges for personalized items will not be accepted. Engraved and damaged creations are not allowed for returns and exchanges.
3. To exchange your item for a different one, please contact our Panerai e-boutique team within 30 days of the date of delivery at +1 877-726-3724 for personal assistance.
4. The Panerai e-boutique will not accept items that were purchased at a Panerai boutique or a Panerai authorized retailer. For these items, please contact the original place of purchase.
5. Please note that all returned items are subject to a complete quality check by Panerai watchmakers.
The process to return your Panerai products:
1. Start the return process by clicking here. Choose return by mail.
To exchange your item for a different one, please contact our Panerai e-boutique team within 30 days of the date of delivery at +1 877-726-3724 for personal assistance.
2. Upload a photo of the items you want to return and of the box you will send.
3. Include the product(s), its accessories and documents in the return parcel.
4. Kindly prepare the products in the original presentation box and ensure they are in perfect condition with all their packaging and accessories. The box must be safely sealed with the security tape provided inside the box.
Return by mail using FedEx QR code: Head to your nearby FedEx location and present your FedEx QR code. All returns shipped using the prepaid shipping label are complimentary.
5. Keep proof of the return shipment. You will receive a return confirmation notification once the parcel has been received by our Logistics Center.
6. Panerai will make every effort to credit refunds for unused and unaltered items in saleable condition within 14 business days of receipt of the returned item.
Products that have been purchased through panerai.com or the eBoutique may only be returned to our Panerai eBoutique distribution center at the address of our Returns Department, as provided in our FAQs section through our Client Relations Center, or if available to selected Panerai retail boutiques, in accordance with these Conditions of Sale.
Products that have not been purchased through the panerai.com or the eBoutique may NOT be returned to our eBoutique distribution center.
(c) Condition of Returned Products
We will verify that the returned product satisfies the conditions of the Returns and Exchanges Policy and, if so, then proceed with the applicable refund or exchange.
Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original Panerai box and delivery package, including all accessories and documents. For example, timepiece bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
If you have received free items as part of your order, they must be returned with the products.
All returns will be subject to strict Quality Control (“QC”) by Panerai watchmakers to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you. If the returned product satisfies QC, we will proceed with the applicable refund or exchange.
Failure to comply with these Conditions of Sale will entitle us to refuse the returned product and send it back to you, at your own cost.
(d) Products you cannot return or exchange
Orders for products that have been personalized in any way or otherwise made for you with bespoke specifications cannot be cancelled and such products cannot be returned to us for exchange or refund. This includes, without limitation, products that have been engraved or embossed.
Refunds
You may return a product purchased through panerai.com or the eBoutique for refund, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.
Only the buyer will be entitled to receive a refund of the purchase price. In no event will a person who has received the product as a gift (i.e. a “Gift Recipient”) be entitled to receive a refund. If you are a Gift Recipient and wish to return a product, please contact the our eBoutique team at +1 877-726-3724 or here to discuss your options.
If the return complies with these Conditions of Sale, we will use commercially reasonable endeavors to refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within thirty (30) days after receipt of the returned item by the Panerai eBoutique distribution center. Initial shipping charges will be refunded, except where you had originally opted for a non-standard delivery, in which cases the supplemental costs will be non-refundable.
(e) Exchanges
You may return a product purchased through the panerai.com or the eBoutique for exchange with another Panerai product, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.
In any event, the sale of the returned product will be cancelled and a new order for the product ordered must be placed.
Should a product be returned to the Panerai eBoutique distribution center for exchange with a less expensive product, only the buyer of the returned product will be entitled to receive a refund of the price difference.