Refund policy

PGN Design  ·  Last updated: October 27, 2026

The short version:

  • 45 days from delivery to return a watch, for any reason.
  • The watch must be new and unworn, sent back with its presentation box and everything that came with it.
  • Return shipping is free. We email you a prepaid return label to download and print.
  • No restocking fee.
  • We refund your original payment method within 5 days of receiving your return.
  • No exchanges. If you would like a different model, send your watch back for a refund and order the one you prefer.

1. 45 days to return

You can return any watch bought from PGN Design within 45 days of the date it was delivered to you. It does not have to be faulty, and you do not have to tell us why. All you need to do is contact us within those 45 days to open the return, as described in Section 3.

2. Your rights under the law

This policy comes on top of your rights as a consumer; it never takes their place. Wherever you live, every right the law gives you stays with you, and if that law offers you more than this policy does, the law prevails.

3. How to start a return

Email help@pgndesignclub.com or write to us through our contact form with your order number and the watch you want to return. We reply within 1–2 business days with your return authorisation and your prepaid return label.

Please wait for our authorisation and label before sending anything. Without them we have no way of linking the parcel to your order, so we cannot promise a refund for it.

If the watch is not doing what you expected, mention it in your email. Questions about setting the time, winding or adjusting the bracelet can often be solved quickly by email.

4. Condition of the returned watch

We accept returns of watches that are new and unworn. Trying the watch on at home is fine. Please send it back with everything it came with: the presentation box, any tags, protective film or documents, and any links removed from the bracelet.

If a returned watch shows signs of wear, was damaged after delivery or comes back with parts missing, it cannot be refunded under this policy. In that case we email you photos of what we received and send the watch back to you at no cost to you.

This section does not apply to watches that arrived faulty, damaged or incorrect. Those are covered in Section 9.

5. Bracelet sizing

Adjusting the bracelet to fit your wrist does not affect your return. Just include every link you removed, so the bracelet can be restored to its original length.

6. Free return shipping

We pay for return shipping on every return authorised within the 45 days, including when you have simply changed your mind. With your authorisation we email you a prepaid return label: download it, print it, attach it to the parcel and hand the parcel to the carrier shown on the label. There is no restocking fee.

Pack the watch in its presentation box inside a protective outer package, and keep the drop-off receipt until your refund arrives.

7. No exchanges

We do not exchange watches for a different model, colour or size. If you would like a different watch, return the one you have for a refund under this policy and place a new order for the one you want. The return itself costs you nothing.

This rule covers changing your mind only. It does not apply to a watch that arrived faulty, damaged or different from what you ordered: for those, Section 9 lets you choose a replacement of the same watch.

8. Refunds

Once your return reaches us, we check it and issue your refund within 5 days of receiving it, to your original payment method. We email you when the refund has been issued. After that, your bank or card issuer can take a few more business days to show it; that timing is theirs, not ours.

Refunds go back in the same currency as your payment. If your card account is held in another currency, your bank converts the refund at that day’s rate, so the amount you see can be slightly different from the original charge.

You are refunded the amount you actually paid. If one discount applied to several watches in the same order and you return only some of them, the discount is shared across those watches in proportion to their prices, and each returned watch is refunded at its discounted price.

Standard shipping is free, so there is no shipping charge to refund. If you chose an optional paid shipping service at checkout, that charge is refunded only when the return is caused by our error (Section 9).

9. Faulty, damaged or incorrect items

If your watch arrives faulty, damaged or different from what you ordered, email us within 45 days of delivery with your order number and photos or a short video of the watch, the packaging and the shipping label. We send you a replacement of the same watch or refund it in full, whichever you prefer, at no cost to you, including return shipping.

Manufacturing defects that appear later are covered by our 12-month warranty, counted from the date of delivery. Our Warranty page explains what it covers and how to claim.

10. Cancelling an order

You can cancel an order until it has been dispatched. Email us your order number as soon as you can. While the order is still with us, we cancel it and refund the full amount. After dispatch the parcel can no longer be stopped, but you can still send it back under this policy.

11. Refused, unclaimed or undeliverable parcels

Sometimes a parcel is refused at the door, left uncollected at customs or at a pick-up point, or sent back to us as undeliverable, for example because the address was wrong or incomplete. When that happens:

  • we refund what you paid for the watches within 5 days of the parcel reaching us;
  • we do not deduct the cost of bringing the parcel back;
  • any import duty, tax or fee you paid to customs or to the carrier was paid to them, not to us, so we cannot refund it.

If you still want the watch, you are welcome to place a new order, with the same free shipping.

12. Payment disputes

If something has gone wrong, please write to us before contacting your bank. We reply within 1–2 business days. A bank dispute often takes weeks to be decided, whereas a refund we agree with you is issued within the times set out in this policy.

If a payment dispute is opened for an order that was delivered, or that was refused or never collected, we answer it with the carrier’s tracking records and our order history. Opening a dispute does not remove the need to send back a watch you received if you want a refund for it.

13. Where to send a return

We do not have one single returns address: it depends on where you are, and the prepaid label we email you is already addressed correctly. Please use only that label, and do not send returns to our company address.

14. Contact

Email: help@pgndesignclub.com  ·  Contact form: pgndesignclub.com/pages/contact
We reply within 1–2 business days. We do not offer phone support.

This website is operated by PGN Design. We sell online only; the return address is sent to you by email when your return is approved.