Our returns policy varies depending on the product, please ready carefully below.
Cagau are legally obliged to supply you with products that conform to the contract of sale and we aim to ensure that all products are sold with the complete information provided including age, appearance, condition, any customisations, alterations, and box & paperwork authenticity.
No refunds will be given in the purchase of bespoke or customised products.
In the case of these products being faulty, we will endeavour to repair/replace the product. Please note we will not repair/replace any items damaged by water, or once the factory seals are removed.
As part of our quality control standards, we inspect and test all products before dispatch to ensure they are delivered as described. In the unlikely event a product is delivered and found to be faulty, please contact us immediately within 7 days providing full details of the fault.
The product must be returned complete as of first delivery (including box, paperwork, links, factory seals etc.) for inspection here in our Dubai workshop. The cost of return postage and insurance of the faulty item will be the customer's responsibility, and we recommend that all packages are fully insured to the full value of the enclosed items. We will not be held responsible for any loss or damage to the items whilst in transit to us.
Custom Watch Parts - Bezels & Dials
If for some reason you are not happy with your purchase, for example it has arrived damaged or faulty - please contact us within 48 hours to arrange a return and/or a replacement.
It is the buyers responsibility to ensure they are purchasing the correct custom part for their watch - if you are ensure, please contact us directly.
We will not refund any watch parts which are damaged due to incorrect fitting by a third party. If you require Cagau to fit your custom watch parts, we will do so free of charge here in Dubai. Please note, if fitting via a third party watchmaker or jeweller to ensure they are used to working with custom-made parts prior to purchase.
If for some reason you are not happy with your purchase for any of our accessories (such as watch straps, travel watch pods and other merchandise) please contact us within 7 days to process a refund or replacement.
Once diamond setting has been completed, it cannot be reversed.
We want you to be 100% happy with your purchase, and we therefore accept returns on all Cagau stock jewellery. You will have 7-days from the date you received your product in which to make a return. The item must be returned to us in the same condition as when purchased (on which we have full discretion), and therefore must be unworn & include original packaging and any relevant paperwork.
If we did not have the item in-stock, and your product was made-to-order, then a stocking fee of up to 20% can apply should you wish to return your item.
We reserve the right to refuse any refund, however, at our own discretion, may refund a proportion of the original purchase price. This is dealt with on a case-by-case basis, where we will exercise fair practice to the very best of our possibility based on the condition of the item being returned.
You must be able to produce a receipt or proof-of-purchase in order to return an item. Any authorised refund will be repaid in the same or similar form as originally paid.
No, all custom-made jewellery items are a final sale and cannot be returned.