Return Policy
At Palazzo Watches & Gems, every timepiece is personally inspected, authenticated, and prepared by our team before it reaches you. Every purchase includes a 3-calendar-day inspection window from the date of delivery — and our return policy ensures transparency, fairness, and protection for both you and our business.
1. The 3-Day Inspection Window
- Full refund within 3 calendar days: If the watch does not match its listed condition or specifications, contact us in writing within 3 calendar days of delivery for a full refund with no fees. Return shipping for qualifying claims is provided free via FedEx Priority Overnight, fully insured.
- Inspection must be non-invasive: the security tag must remain intact, and the watch must not be opened, sized, serviced, worn beyond inspection, or otherwise altered. You are welcome to have the watch examined by your own watchmaker within the window, provided the security tag is not removed.
- Outside the 3-calendar-day window: All sales are final. We do not accept remorse returns. Purchases made through a marketplace (eBay, Chrono24, and similar) follow that marketplace's return rules rather than this policy.
2. Eligibility for Full Refund
Full Refund Returns are accepted only for undisclosed discrepancies — including undisclosed cracks, scratches, dents, or wear; aftermarket or replacement components not stated in the listing; or a movement, dial, or bracelet that materially differs from the listing description and provided images.
All claims must be submitted in writing to info@palazzowatches.com within 3 calendar days of delivery, accompanied by clear photo and/or video evidence. Buyer’s remorse, change of mind, or dissatisfaction with disclosed and photographed conditions are not eligible for return.
3. Inspection & Refund
- All claims must be submitted in writing to info@palazzowatches.com within 3 calendar days of delivery, accompanied by clear photo and/or video evidence of the alleged discrepancy.
- Every incoming and outgoing shipment is fully documented and video recorded — including detailed photographs and video of inner components, dial, movement, case, and bracelet, plus footage capturing condition and timekeeping performance at the time of unboxing and prior to packing. This documentation serves as the authoritative reference in evaluating any return or dispute claim.
- Returned watches must arrive in identical condition to shipment, with all original accessories, packaging, paperwork, protective stickers, and the security tag intact. Any sign of additional wear, modification, sizing, servicing, or tampering voids the return.
- Every approved return is issued an RMA number before it ships; returns sent without one are refused. On arrival, the serial number is verified against the pack-out photography and video recorded before shipment, and the refund is released only once that verification passes.
- Approved returns are refunded to the original payment method within 3 business days of receipt and inspection. Return shipping for qualifying claims is provided free via FedEx Priority Overnight, fully insured.
4. Return Shipping & Packing
- Return shipping labels are provided by Palazzo Watches & Gems at no cost for approved claims via IFS Inforsure Inc. — fully insured FedEx Priority Overnight QR-code labels sent by email with required packing instructions.
- Strict packing & drop-off requirements: use new, unused boxes; double-box the watch; secure with bubble wrap; reinforce all flaps with tape. Drop off at a FedEx Office Print & Services location with a live employee scan only — kiosks, drop boxes, and authorized ship centers are strictly prohibited. Always obtain a drop-off receipt.
- Final Sale items, custom orders, and watches sourced at client request are not eligible for return. International sales are subject to buyer-paid shipping, duties and customs fees.
5. Changes to Terms
We reserve the right, at our sole discretion, to modify or replace these Terms at any time. If a revision is material, we will provide at least 7 days’ notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.
6. Contact Us
If you have any questions or concerns about this Return Policy, please contact us at:
Fortitudo Honoris LLC d/b/a Palazzo Watches & Gems
185 Hudson Street Suite 2553
Jersey City, NJ 07311
info@palazzowatches.com