Return Policy
We want to ensure that you have peace of mind when purchasing items from Cagau, our returns policy varies depending on the product, please ready carefully below.
Return Policy
We want to ensure that you have peace of mind when purchasing items from Cagau, our returns policy varies depending on the product, please ready carefully below.
Watches
Cagau is 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.
Cagau wants you to be pleased with your purchase, in the event our item does not meet your expectations, please notify us promptly to resolve any issues. Items are only eligible for refund/exchange within 7 days from the date your package is delivered if the condition of the item is not as described/advertised or the watch is defective or damaged.
Watches will not be eligible for a refund if they have been worn, or damaged or we have specifically sourced the timepiece for you.
In the case of the watch 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 customerās 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.
Refunds
If your item is returned to us, and once inspected is deemed eligible for a refund ā this will be processed via the original method of payment. Please allow 3-4 working days for refunds to be processed (this could be longer depending on your particular bank).
Watch Parts
Custom watch parts refer to any aftermarket items such as customs bezels or dials.
If for any reason you are not happy with your purchase, for example, it has arrived damaged or faulty or not as described ā please contact us within 48 hours to arrange a return and/or a replacement.
It is the buyer's responsibility to ensure they are purchasing the correct custom part for their watch ā if you are unsure, please contact us directly.
Please note, that all custom watch parts purchased through Cagau should be fitted by our in-house watchmakers in Dubai ā we cannot be responsible for any damage caused when parts are fitted by an external third party, and subsequently, this would void the warranty. We will not refund any watch parts which are damaged due to incorrect fitting by a third party.
Diamond-Setting
Once the diamond setting has been completed, it cannot be reversed.
Jewellery
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.
Bespoke Jewellery
All bespoke jewellery items are final sale and cannot be returned. In the unlikely event, your jewellery item is delivered faulty or damaged, we will endeavour to repair/replace the product. Please contact us immediately within 7 days providing full details of the fault. As part of our quality control standards, we inspect and test all products before dispatch to ensure they are delivered as described.