Refund policy

Refund, Cancellation & Returns Policy

Arsène Lippens Sàrl

Last Updated: Version 16th of September 2025 

This Refund, Cancellation & Returns Policy applies to purchases made from Arsène Lippens Sàrl, including purchases made through our website, order windows, release periods and other official sales channels.

Arsène Lippens watches are produced, allocated and delivered according to carefully planned release formats. Certain watches may be available only during a limited order period, after which production, allocation, assembly, engraving, quality control or fulfilment preparations begin.

By placing an order with Arsène Lippens Sàrl, the customer acknowledges and accepts the conditions set out in this policy.

Nothing in this policy affects any mandatory consumer rights that may apply under applicable law.

1. Release Categories

1.1 Standard Collection Watches

Standard Collection watches are recurring Arsène Lippens models. They may include, among others, the Artigiano Textile, the Classico and the Scheletrato.

Standard Collection watches may not be available continuously throughout the year. They may instead be released through limited order windows, timed releases or other controlled availability formats.

1.2 Timed Order Window Releases

Certain Arsène Lippens watches are made available during a defined order window.

During this order window, customers may place an order for the relevant model. Once the order window has closed, the order becomes final, as production, allocation, assembly, engraving, quality control or fulfilment preparations may begin.

After the order window has closed, the order can no longer be cancelled, refunded, returned, exchanged or modified before delivery, except in the case of damage, defect, incorrect supply, or where required by applicable mandatory law.

This applies even if the watch has not yet been delivered.

1.3 Extended Production Releases

Some releases may involve longer production timelines. These may include watches offered before or during production, watches produced after the closing of an order window, or watches requiring extended manufacturing, assembly or quality-control periods.

Orders placed as part of an Extended Production Release are final once the order window has closed.

Such orders cannot be cancelled, refunded, returned, exchanged or modified before delivery due to a change of mind, delivery estimate, production timeline, extended lead time or delay, except in the case of damage, defect, incorrect supply, or where required by applicable mandatory law.

1.4 Limited Edition Releases

Limited Edition watches are released in restricted quantities and may involve specific designs, configurations, materials, numbering, components, production planning or other special characteristics.

Orders for Limited Edition watches are final from the moment the order is confirmed.

Limited Edition watches cannot be cancelled, refunded, returned, exchanged or modified, except in the case of damage, defect, incorrect supply, or where required by applicable mandatory law.

1.5 Personalised or Engraved Watches

Orders containing a personalised engraving, custom text, initials, date, symbol, number or any other form of personalisation are final from the moment the order is confirmed.

Personalised or engraved watches cannot be cancelled, refunded, returned, exchanged or modified, except in the case of damage, defect, incorrect supply, or where required by applicable mandatory law.

This applies whether the engraving or personalisation is offered free of charge, included in the purchase price, or charged separately.

If the customer selects a personalised engraving at checkout, the customer is responsible for providing the required engraving text, initials, date, symbol, number or other engraving information within the timeframe requested by Arsène Lippens Sàrl.

Arsène Lippens Sàrl may contact the customer by email or another available contact method to request or confirm the engraving information.

If the customer does not provide the required engraving information within the timeframe communicated by Arsène Lippens Sàrl, or if the customer provides incomplete, unclear or unsuitable engraving information, Arsène Lippens Sàrl reserves the right to proceed with the order and deliver the watch without engraving.

In such circumstances, the customer shall not be entitled to cancel the order, request a refund, claim compensation, or require the watch to be engraved after delivery free of charge, except where required by applicable mandatory law.

Where engraving is offered free of charge or included in the purchase price, no price reduction, refund or credit shall be due if the watch is delivered without engraving because the customer failed to provide the required engraving information in time.

1.6 Early-Bird, Discounted or Preferentially Priced Orders

From time to time, Arsène Lippens may offer early-bird pricing, launch pricing, promotional pricing, preferential pricing, discounted pricing or other special purchase conditions.

Orders placed under early-bird, discounted, promotional or preferential pricing are final once the relevant order window has closed.

Such orders cannot be cancelled, refunded, returned, exchanged or modified before delivery due to a change of mind, production timeline, extended lead time, delivery estimate or delay, except in the case of damage, defect, incorrect supply, or where required by applicable mandatory law.

Where a discounted or early-bird order is expressly marked as final sale, it is not eligible for return after delivery, except in the case of damage, defect, incorrect supply, or where required by applicable mandatory law.

 

2. Order Changes and Cancellations

2.1 Changes During the Order Window

For eligible Standard Collection watches sold through a timed order window, changes or cancellation requests may only be considered while the order window remains open.

Arsène Lippens Sàrl is under no obligation to accept changes or cancellations, and any such request remains subject to approval.

Changes or cancellations cannot be accepted if:

  • the order contains a personalised engraving or customisation;

  • the order concerns a Limited Edition release;

  • the order is marked as final sale;

  • production, allocation, assembly, engraving, quality control or fulfilment preparations have already begun;

  • the order has already been dispatched;

  • the release-specific conditions exclude changes or cancellations.

2.2 After the Order Window Has Closed

Once the order window has closed, the order becomes final.

From that moment, the order cannot be cancelled, refunded, returned, exchanged or modified before delivery.

This applies even if:

  • the watch has not yet been delivered;

  • the estimated delivery timeline changes;

  • delivery takes longer than initially expected;

  • the customer no longer wishes to wait;

  • the customer selected early-bird, discounted, promotional or preferential pricing;

  • the relevant model may become available again in a later release.

2.3 Final Sale Orders

Orders marked as final sale are final from the moment the order is confirmed.

Final sale orders cannot be cancelled, refunded, returned, exchanged or modified, except in the case of damage, defect, incorrect supply, or where required by applicable mandatory law.


3. Delivery Timelines and Delays

3.1 Estimated Delivery Timelines

Delivery timelines communicated on our website, product pages, order confirmations, emails, advertisements or other communications are estimates only, unless expressly stated in writing as a guaranteed delivery date.

Arsène Lippens Sàrl makes every reasonable effort to deliver within the estimated timeline communicated at the time of purchase. However, delivery may depend on production, assembly, quality control, component availability, supplier timelines, customs clearance, logistics, courier performance, holidays, force majeure events or other circumstances beyond our direct control.

3.2 Quality-Control Priority

Quality remains our priority.

If additional time is required to ensure that a watch meets our standards, Arsène Lippens Sàrl reserves the right to extend the delivery timeline.

A delay caused by production, assembly, inspection, correction, quality control, logistics or supplier-related circumstances does not automatically give rise to a right of cancellation, refund, return, exchange, compensation or price reduction, except where required by applicable mandatory law.

3.3 No Automatic Cancellation Due to Delay

A customer may not cancel an order solely because delivery occurs later than the estimated delivery timeline, unless such right is required by applicable mandatory law.

For clarity, estimated delivery timelines are provided in good faith and do not constitute guaranteed delivery dates.


4. Returns After Delivery

4.1 Eligible Standard Collection Watches

Subject to the exclusions in this policy, eligible non-personalised Standard Collection watches may be returned within 14 days of delivery.

To be eligible for return, the watch must:

  • be unused and unworn;

  • be in perfect original condition;

  • show no signs of wear, scratches, marks, damage, use or alteration;

  • include all original packaging, accessories, documentation, tags, protective materials and protective films;

  • be returned with prior written authorisation from Arsène Lippens Sàrl;

  • be shipped back using an insured and traceable shipping method.

Any sign of wear, scratch, mark, damage, use, alteration, missing accessory, missing documentation, missing packaging or removed protective material may result in the return being refused or the refund amount being reduced.

4.2 Non-Eligible Returns

The following items are not eligible for return, refund or exchange after delivery, except in the case of damage, defect, incorrect supply, or where required by applicable mandatory law:

  • Limited Edition watches;

  • personalised or engraved watches;

  • final sale items;

  • accessories, including straps, bracelets and similar items;

  • gift cards;

  • watches returned after the applicable return period;

  • watches showing signs of wear, scratches, marks, damage, use or alteration;

  • watches returned without complete original packaging, accessories, documentation, protective materials or protective films;

  • watches returned without prior written authorisation.

4.3 Early-Bird and Discounted Watches After Delivery

Early-bird, discounted, promotional or preferentially priced watches are only eligible for return after delivery if all of the following conditions are met:

  • the watch is a non-personalised Standard Collection watch;

  • the watch is not a Limited Edition;

  • the watch is not marked as final sale;

  • the return request is submitted within 14 days of delivery;

  • the watch is unused, unworn and in perfect original condition;

  • all original packaging, accessories, documentation and protective materials are included;

  • the return is approved in writing by Arsène Lippens Sàrl.

Arsène Lippens Sàrl reserves the right to refuse the return or reduce the refund amount if any of these conditions are not met.

5. Return Costs, Shipping and Refund Deductions

5.1 Return Shipping

Return shipping costs are the responsibility of the customer, unless the item is damaged, defective or incorrectly supplied.

Where Arsène Lippens Sàrl provides a return shipping label, the corresponding shipping, insurance and handling costs may be deducted from the refund amount, unless otherwise required by applicable mandatory law.

If the customer arranges the return shipment independently, the shipment must be approved in advance by Arsène Lippens Sàrl and must be sent using an insured and traceable shipping method.

The customer remains responsible for the returned item until it has been received by Arsène Lippens Sàrl or its appointed after-sales partner. Arsène Lippens Sàrl is not responsible for returns that are lost, delayed, damaged, misdelivered or otherwise affected during return transit.

5.2 Protective Packaging and Handling

Returned watches must be sent back in perfect, unused and unworn condition, including all original packaging, accessories, documentation, tags, protective materials and protective films.

Customers are asked not to remove protective films, size the strap, buckle the strap, wear the watch, or otherwise handle the watch beyond what is necessary to inspect it.

Any sign of use, wear, scratches, marks, damage, alteration, removed protective materials, missing accessories, missing packaging or missing documentation may result in the return being refused or the refund amount being reduced.

5.3 Quality Inspection and Refund Deductions

All returned watches are subject to inspection upon receipt by Arsène Lippens Sàrl or its appointed after-sales partner.

Following inspection, Arsène Lippens Sàrl may approve the return, refuse the return, or apply deductions to the refund amount.

Deductions may be applied for, including but not limited to:

  • damaged components;

  • scratched or marked cases, bezels, crystals, crowns, casebacks, buckles or clasps;

  • worn, creased, stained or damaged straps;

  • missing accessories;

  • missing documentation;

  • missing or damaged packaging;

  • removed or damaged protective films;

  • cleaning, servicing, polishing, repair or replacement costs;

  • transaction fees, payment processing fees, shipping fees, insurance costs, customs fees, duties, taxes and other non-recoverable costs.

If the returned watch does not meet the return conditions set out in this policy, Arsène Lippens Sàrl reserves the right to refuse the refund and return the watch to the customer at the customer’s cost.

5.4 Non-Refundable Costs

Unless otherwise required by applicable mandatory law, refunds may be issued net of:

  • original shipping costs;

  • return shipping costs;

  • shipping label costs;

  • transaction fees;

  • payment processing fees;

  • duties;

  • taxes;

  • customs charges;

  • insurance costs;

  • restocking costs;

  • repair, replacement or servicing costs;

  • any other non-recoverable costs incurred in connection with the order or return.

5.5 Refund Timing

If the return is approved after inspection, the refund will be issued to the original payment method used at the time of purchase.

Refunds may take several business days to appear on the customer’s account, depending on the payment provider, bank or card issuer.

Arsène Lippens Sàrl reserves the right to withhold the refund until the returned product has been received, inspected and approved.

6. Return Authorisation Procedure

To request a return, the customer must contact Arsène Lippens Sàrl at support@arsenelippens.com within 14 days of delivery.

The customer must provide:

  • the order number;

  • the reason for the return request;

  • clear photographs of the watch, packaging and accessories, where requested;

  • any additional information reasonably required by Arsène Lippens Sàrl.

If the return request is approved, Arsène Lippens Sàrl will provide written return instructions and, where applicable, a return authorisation reference.

The customer must ship the returned product within 14 days of receiving the return authorisation or return instructions.

Returns shipped after this period, or sent without prior written authorisation, may be refused.

The return shipment must be insured and traceable. The customer remains responsible for the returned product until it has been received by Arsène Lippens Sàrl or its appointed after-sales partner.


7. Refund Processing

Once the returned item has been received, Arsène Lippens Sàrl will inspect it to determine whether it meets the return conditions set out in this policy.

If the return is approved after inspection, the refund will be issued to the original payment method used at the time of purchase, unless otherwise agreed or required by applicable law.

Arsène Lippens Sàrl reserves the right to withhold the refund until the returned item has been received and inspected.

Refund processing times may vary depending on the payment provider, bank or card issuer.

If the returned item does not meet the eligibility criteria, Arsène Lippens Sàrl may refuse the refund and return the item to the customer at the customer’s cost.


8. Damaged, Defective or Incorrect Items

If a watch arrives damaged, defective or does not correspond to the order placed, the customer must contact Arsène Lippens Sàrl at support@arsenelippens.com as soon as possible after delivery.

Arsène Lippens Sàrl may request photographs, videos, packaging details and any other information necessary to assess the issue.

After assessment, Arsène Lippens Sàrl may offer, depending on the circumstances:

  • repair;

  • replacement;

  • correction;

  • refund;

  • another appropriate remedy.

The remedy offered will depend on the nature of the issue, product availability, applicable law and the specific circumstances of the order.


9. Accessories

Accessories, including straps, bracelets and similar items, are considered consumable or handling-sensitive items.

Accessory sales are final once shipped and are not eligible for return, refund or exchange, except in the case of damage, defect, incorrect supply, or where required by applicable mandatory law.


10. Duties, Taxes and Import Charges

The customer is responsible for any duties, taxes, customs charges, import fees, brokerage fees or other charges imposed by local authorities in connection with the shipment, delivery, return or re-import of an order.

Unless otherwise required by applicable mandatory law, such charges are non-refundable by Arsène Lippens Sàrl.

If a shipment is refused, rejected, abandoned, unclaimed or returned due to unpaid duties, taxes, customs charges or import fees, Arsène Lippens Sàrl reserves the right to deduct any resulting costs from any refund that may be approved.


11. Incorrect Address, Refused, Unclaimed or Failed Deliveries

The customer is responsible for providing complete, accurate and up-to-date delivery information at the time of placing the order.

If the customer provides an incorrect, incomplete or outdated delivery address, or fails to notify Arsène Lippens Sàrl of an address change before dispatch, Arsène Lippens Sàrl shall not be responsible for any failed delivery, delay, loss, return shipment, customs issue, additional shipping cost, redirection cost, storage fee, duty, tax or other charge resulting from such incorrect, incomplete or outdated information.

Once an order has been dispatched, Arsène Lippens Sàrl cannot guarantee that the delivery address can be changed. Any address change requested after dispatch is subject to the courier’s procedures and may not be possible.

If a shipment is redirected, returned, delayed, lost, abandoned, refused, unclaimed or otherwise affected due to incorrect, incomplete or outdated delivery information provided by the customer, Arsène Lippens Sàrl reserves the right to charge or deduct all related costs, including shipping, return shipping, redelivery, courier fees, customs charges, storage fees, insurance costs, administrative costs, duties and taxes.

If an order is refused, unclaimed, undeliverable or returned to Arsène Lippens Sàrl due to customer action or inaction, including failure to pay duties or taxes, failure to provide accurate delivery information, failure to collect the parcel, refusal of delivery, or failure to cooperate with the courier or customs authorities, Arsène Lippens Sàrl reserves the right to deduct all related shipping, return, customs, tax, storage, insurance and administrative costs from any refund that may be approved.

Final sale items, Limited Edition watches, personalised or engraved watches, timed order window releases and other non-refundable orders remain non-refundable where delivery fails, is delayed, refused, unclaimed or returned due to incorrect, incomplete or outdated delivery information provided by the customer, or due to any other customer action or inaction, except where required by applicable mandatory law.

If the order is returned to Arsène Lippens Sàrl due to incorrect, incomplete or outdated delivery information, failed delivery, refusal, non-collection, unpaid duties or taxes, or any other customer action or inaction, Arsène Lippens Sàrl may, at its discretion, offer to reship the order once the customer has paid all applicable reshipment, return, customs, tax, insurance, storage and administrative costs.

Arsène Lippens Sàrl is not responsible for any loss, delay, damage, additional cost or failed delivery resulting from incorrect delivery information, customer inaction, courier non-cooperation, unpaid import charges, refusal of delivery, or failure to collect the shipment within the courier’s required timeframe.


12. Force Majeure

Arsène Lippens Sàrl shall not be liable for delay, non-performance or failure to fulfil an order where such delay, non-performance or failure results from circumstances beyond its reasonable control.

Such circumstances may include, without limitation:

  • supplier delays;

  • late or defective delivery of components, raw materials, semi-finished or finished products;

  • production disruptions;

  • logistics disruptions;

  • customs delays;

  • strikes or labour disputes;

  • accidents;

  • epidemics or pandemics;

  • restrictions imposed by authorities;

  • war, civil unrest or political instability;

  • fires, floods, natural disasters or extreme weather;

  • major business disruptions;

  • carrier delays;

  • other events beyond the reasonable control of Arsène Lippens Sàrl.

In such circumstances, Arsène Lippens Sàrl will make reasonable efforts to inform affected customers and fulfil the relevant orders as soon as reasonably possible.


13. Changes to This Policy

Arsène Lippens Sàrl reserves the right to update, amend or replace this policy at any time.

The version of the policy applicable to an order is the version in force at the time the order was placed, unless a later version is required by applicable law or is more favourable to the customer.


14. Applicable Law and Jurisdiction

The contractual relationship between the customer and Arsène Lippens Sàrl is governed by Swiss substantive law, excluding the provisions of the United Nations Convention on Contracts for the International Sale of Goods of 11 April 1980.

Subject to any mandatory consumer protection provisions that may apply, the competent courts of Geneva, Switzerland, shall have jurisdiction over any dispute arising from or in connection with the contractual relationship.


15. Contact

For questions regarding this Refund, Cancellation & Returns Policy, please contact:

Arsène Lippens Sàrl
Email: info@arsenelippens.com