Returns & Warranty

Changed your mind? If your watch has no personal dial text and no logo dial, and wasn't part of a team or business order, you can return it for a refund within 30 days of the day it's delivered to you.

1. Email sales@trozzotime.com within 30 days of delivery with your order number and the subject line "Return request".
2. We'll reply within 2 business days with a return authorization (RMA) number and the return address. Please don't send a watch back without an RMA number, because we may not be able to match it to your order.
3. Pack the watch in its original box and packaging, with everything it came with. Write the RMA number on the outside of the shipping box, not on the watch box.
4. Ship it to us within 7 days of receiving your RMA number.

To be returnable, your watch must be:

• Unworn. You may try it on briefly indoors, with the protective films still on, to check the look and fit. Please don't wear it outside or for an extended time.
• Free of scratches, marks or other damage, with all protective films and stickers still on (case, caseback, clasp and crystal). Leather and rubber straps must have no creases or wear on the holes.
• Sized? That's fine. You can size the bracelet or strap, and the watch is still returnable if it's unworn and in its original packaging. Please return every removed link and pin.
• In its original packaging and complete: the original box, papers, warranty card, all links and pins, any tools and accessories, and any security tag or hang tag still attached.

We photograph every watch, including its serial number, before it ships and again when a return arrives, so we can compare.

We inspect every return when it arrives, within the 15-day refund period.

• If it meets the conditions above, we refund it in full.
• If it doesn't (for example, it's been worn, or it's missing parts or packaging), we'll email you photos and explain which condition isn't met. We'll then ship the watch back to you at your cost, and the return won't be refunded.
• We won't refuse a return for any other reason.
• Accepted returned watches are resold as new.

• For change-of-mind returns, return shipping is at your cost. Please use a tracked and insured service that covers the full value of the watch, such as Canada Post Xpresspost with coverage. Expect roughly C$35–60, depending on the service, coverage and where you are.
• The watch is at your risk until we receive it, so we can't refund a parcel that's lost or damaged on the way back to us.
• Nothing is deducted from your refund for shipping.
• We pay shipping for watches that are defective, damaged in shipping, not as ordered or not delivered, and for cancellations under consumer protection law.

• We refund the full price of the watch plus the tax you paid to your original payment card only, within 15 days of receiving your return.
• Shipping to you was included in the price and wasn't charged separately, so there's nothing extra to refund or deduct.
• No restocking fee.
• Your bank may take a few extra business days to show the credit.

We handle an exchange as a return plus a new order. Return your watch under this policy, and place a new order for the one you want. You'll be charged for the new order when you place it, and refunded for the return within 15 days of our receiving it.

Personalized watches are final sale: no returns or exchanges for change of mind. This doesn't affect your rights if your watch is defective, damaged in shipping, not as ordered, or not delivered on time, or any other rights under consumer protection law.

What counts as personalized? Any watch with custom dial text. Logo-dial watches and team or business orders are also final sale. Choosing from our standard options (bezel, GMT hand, dial colour, strap or bracelet) doesn't make a watch personalized, so those watches can still be returned within 30 days.

Every watch, personalized or not, is covered here, and this isn't limited to 30 days.

• Damaged in shipping: if you can, note the damage on the Canada Post delivery record. Keep all the packaging, and email us photos as soon as possible after delivery.
• Not as ordered: for example, the printed dial text doesn't match the preview you approved, or the configuration is wrong.
• Not delivered: the parcel didn't arrive.

For any of these, email sales@trozzotime.com with your order number and photos. We'll repair, replace or refund at our cost, including shipping both ways.

• Lead time: 4-6 weeks from order confirmation. If we expect a delay beyond this lead time, we'll contact you before it ends. You can then agree to a new date, or cancel for a full refund.
• If your watch isn't delivered within 30 days after the end of this lead time, you can cancel at any time before it's delivered and get a full refund within 15 days, as Ontario law provides. This applies to every order, including personalized watches.

• We warrant your Trozzo watch against defects in materials and workmanship for 2 years from delivery.
• If something's wrong, email sales@trozzotime.com with your order number and a photo or video. We'll repair, replace or refund, and we'll cover shipping for valid claims.
• Not covered: normal wear (strap wear, scratches), accidental damage, water damage beyond the rated depth, and repairs by anyone other than us or our authorized service partner.
• Personalization doesn't affect the warranty.
• This warranty is in addition to your rights under consumer protection law.