Refund policy
Refund and Return Policy
Every watch is guaranteed to arrive, to arrive in the condition described, and to keep working for a year. If any of that fails, we fix it at our cost.
ALL SALES ARE FINAL EXCEPT AS DESCRIBED BELOW. We do not accept returns or issue refunds for change of mind, incorrect size or colour preference, or buyer's remorse. We do refund or replace, at no cost to you, any order that arrives damaged, arrives incorrect, or does not arrive at all. Please read this policy before ordering.
What we guarantee
You have 30 days from delivery to tell us if any of the following happened. We will refund you in full or send a replacement, whichever you prefer, and you will not be asked to ship anything back.
- It arrived damaged — broken crystal, dead movement on arrival, damage in transit
- It arrived incorrect — wrong model, wrong colour, wrong item entirely
- It arrived incomplete — missing the watch, the box or a stated accessory
- It never arrived — see the section on undelivered orders below
What we do not cover
- Change of mind, or deciding the watch is not for you after it arrives
- Preferring a different size, colour, strap or model than the one you ordered
- Damage from accident, drops, misuse or unauthorised repair
- Water exposure beyond the water resistance rating stated on the product page
- Normal wear to straps, cases, crystals and plating
- Batteries after the first 12 months
- Claims made more than 30 days after delivery, except under the one-year warranty below
Why we work this way
We are a small multi-brand retailer, not a marketplace with a warehouse in every state. Processing change-of-mind returns on watches at our price points would cost more than the watches themselves, and that cost would end up in our prices. We would rather keep prices honest and be unambiguous about what we cover. Everything we do cover, we cover completely — no restocking fees, no return shipping, no argument.
How to make a claim
- Email support@sweepwatches.us within 30 days of delivery.
- Include your order number.
- Attach a clear photo or short video showing the problem. This is required for every damage, incorrect-item and missing-item claim, without exception. We cannot process a claim without it.
We reply within one business day. Approved refunds go back to your original payment method within 5 business days; your bank may take a further 3–10 business days to post them.
Orders that never arrive
If tracking shows no movement for 15 consecutive business days, or your order has not arrived 20 business days after shipping, email us and we will refund or replace it.
If the carrier has recorded the parcel as delivered, we will open an investigation with them before issuing a refund, and we may ask you to check with neighbours and your building management first. Carrier delivery scans are accurate in the large majority of cases, and we have to confirm the facts before we can act.
One-year warranty
Beyond the 30-day window, every watch sold by Sweep carries a one-year warranty against manufacturing defects, counted from the delivery date. If the movement fails under normal use within that year, we will replace the watch at no cost to you.
The warranty covers the movement and manufacturing faults only. It does not cover batteries, straps, normal wear, accidental damage, or water exposure beyond the stated rating. To claim, email us with your order number, a description of the fault and a short video showing it.
Cancelling before shipment
If your order has not yet shipped, email us and we will cancel it for a full refund, no questions asked. Once an order is in transit it cannot be cancelled, and this policy applies instead.
If we miss our delivery window
If we cannot ship your order within the time stated in our Shipping Policy, we will contact you, explain the delay, and give you the choice to wait or cancel for a full refund. You never have to ask. This is your right under the U.S. Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule.
Do not ship anything back without authorisation
We do not operate a returns warehouse and we never ask customers to ship watches back. Do not send a watch to any address unless our support team has given you written instructions. Unauthorised parcels cannot be tracked, received or refunded, and we cannot return them to you.
Abuse of this policy
Claims that cannot be substantiated, or repeated claims across multiple orders, may be declined. We reserve the right to refuse future orders from accounts or addresses with a pattern of unsubstantiated claims.
Your rights under state law
This policy is posted conspicuously here and at the point of purchase, as required in California, New York, Florida and other states. Nothing in this policy limits any right you have under applicable consumer protection law, and where those laws give you more than this policy does, those laws prevail.
Questions before you buy
If you are unsure whether a watch is right for you, email support@sweepwatches.us before ordering. We will give you measurements, weights and honest advice, including telling you not to buy if we think it is wrong for you. A person reads every message and replies within one business day.
Sweep is a trading name of PULSO GROUP, LLC.
