Return & Refund Policy

In accordance with EU Directive 2011/83/EU on consumer rights and equivalent international e-commerce provisions, the customer has 14 calendar days from the date of physical delivery of the parcel to exercise their right of withdrawal, without having to justify the decision.

To exercise this right, the customer must notify contact@genevadial.com in writing within the 14-day period, stating the order number. The returned item must then be dispatched within 14 days of that notification.

Returned clocks must be in 100% brand new, unused and unworn condition, showing no trace of handling, installation or wear.

The item must be returned complete, in its original reinforced box with all custom anti-shock foam inserts, documentation and accessories.

All protective films must remain attached to the mineral glass and to the 316L stainless steel case. A clock returned with removed protective films is considered used and will be refused.

No return will be accepted without prior written authorisation from customer support.

Return shipping costs are 100% borne by the customer, except where the item is proven defective or non-conforming.

Returns must be sent by a tracked and insured service. The customer bears the risk of loss or damage in transit until the parcel is physically received and inspected at our warehouse; untracked returns that do not arrive cannot be refunded.

The following are excluded from the right of withdrawal and from any refund: customised or made-to-order pieces, including custom B2B commissions and designs configured through the IA Studio, as these are produced to the customer's individual specification.

Also excluded: items returned with removed, torn or replaced protective films; items showing visible wall installation marks, drill dust, adhesive residue, scratches, fingerprints on the movement or hands; items returned without their original anti-shock packaging; and items returned after the 14-day withdrawal period.

Where the value of the item is diminished by handling beyond what is necessary to establish its nature and characteristics, a proportionate deduction may be applied to the refund.

Refunds are processed within 14 business days following the physical inspection and quality validation of the returned item at our warehouse.

Refunds are issued using the original payment method. Original shipping costs, where charged, and return shipping costs are not refunded.

If the inspection concludes that the return conditions above are not met, the item will be returned to the customer at the customer's expense and no refund will be issued.

The statutory guarantee of conformity and the guarantee against hidden defects apply, in addition to the 2-year international manufacturer warranty covering manufacturing defects.

Warranty claims must be sent to contact@genevadial.com with the order number and photographic or video evidence of the defect. The warranty does not cover damage caused by misuse, impact, unauthorised modification, unsuitable batteries or normal wear.

All return, withdrawal and refund requests: contact@genevadial.com — Mrj shop (SASU), 60 rue François 1er, 75008 Paris, France. Every enquiry is answered within 24 business hours.