Return and Refund Policy

Effective Date: 12 February 2026
Last Updated: 12 February 2026

WE STAND BEHIND WHAT WE BUILD

Every Cook & Re timepiece is engineered to perform. If it doesn't meet our standards, we fix it. If it's not right for you, we'll take it back.

Simple as that.

WHAT YOU NEED TO KNOW

Cook & Re watches are produced in limited editions per reference. You're not buying mass-produced inventory. You're acquiring one of a finite number of timepieces built to Swiss manufacturing standards.

This policy protects both of us - your right to receive exactly what you ordered, and our commitment to quality over volume.

14-DAY RETURN WINDOW

You have 14 days from delivery to decide if your Cook & Re is right for you.

Option 1: Manufacturing Defect or Damage

If your watch arrives defective, damaged, or different from what you ordered:

You choose:

  • Full replacement (if available from the limited edition)
  • Professional repair at our authorized service centre
  • Full refund of purchase price

We cover: Return shipping to Dubai, all repair costs, replacement shipping

What qualifies as defective:

  • Movement malfunction upon arrival
  • Visible damage to case, glass, or components
  • Power reserve complication not functioning as specified
  • Manufacturing defects in dial, hands, or finishing
  • Watch received differs from specifications ordered

Option 2: Change of Mind

If the watch just isn't right for you, we'll accept returns within 14 days under these conditions:

Requirements:

  • Watch is unworn (no scratches, no marks, no wear)
  • All original packaging, documentation, and accessories included
  • Warranty card unfilled
  • Original seals and protective films intact
  • Links/bracelet unmodified (trying it on is fine, removing links is not)

You cover: Return shipping to Dubai (fully insured and tracked)

We refund: 100% of watch purchase price - no restocking fee

Processing: 10-14 business days after we receive and verify condition

What disqualifies returns:

  • Any signs of wear (scratches, marks, strap impressions)
  • Missing packaging or documentation
  • Removed bracelet links or strap modifications
  • Filled warranty card
  • Broken seals or removed protective films
  • After 14-day window expires

THE 48-HOUR INSPECTION

When your watch arrives, inspect it immediately.

Open everything. Examine the dial, case, movement. Wind it. Test the power reserve. Try it on. Check the paperwork.

If something's wrong, contact us within 48 hours.

After 48 hours, we assume the watch arrived in acceptable condition. Claiming damage a week later doesn't work - inspect it when it arrives.

THE RETURN PROCESS

For Defects or Damage:

  1. Contact us: conquerors@cookandre.com(ithin 48 hours of delivery)
  2. Provide evidence: Photos/video of issue, invoice, serial number
  3. Return Authorization: We issue RA number within 24 hours
  4. Shipping: We send you a prepaid, insured shipping label
  5. Inspection: 3-5 business days after we receive it
  6. Resolution: Replacement shipped, repair completed, or refund processed within 10 business days

For Change of Mind:

  1. Contact us: conquerors@cookandre.com 14 days of delivery)
  2. Verify eligibility: Unworn, original condition, all packaging
  3. Return Authorization: We issue RA number within 24 hours
  4. You ship: Fully insured, tracked shipping to our Dubai address
  5. Inspection: We verify unworn condition (3-5 business days)
  6. Refund: Processed within 10-14 business days

Critical: If you arrange your own return shipping and it's lost or damaged in transit, that's your risk. Insure it properly.

INTERNATIONAL SHIPPING & CUSTOMS

GCC Customers (UAE, Saudi Arabia, Kuwait, Bahrain, Oman, Qatar):

  • Return shipping: You pay (change of mind) | We pay (defects)
  • No customs complications within GCC
  • Processing time: 7-10 business days

International Customers (All Other Countries):

Your Responsibilities:

  • All customs duties, taxes, VAT, and import fees your country charges
  • These are between you and your government
  • We cannot refund taxes we never received

For Defective Watches:

  • We provide prepaid, insured return shipping label
  • We refund watch purchase price within 10-14 business days
  • You cannot recover VAT/customs/duties paid to your government (those aren't charged by us)

For Change of Mind:

  • You arrange and pay for return shipping to Dubai
  • You handle export documentation from your country
  • We refund watch purchase price only (not customs/VAT/duties/shipping)

Currency Conversion:

  • Refunds issued in original payment currency when possible
  • Exchange rate fluctuations between purchase and refund are your responsibility

REFUND DETAILS

What Gets Refunded:

  • Watch purchase price: 100%
  • Original shipping (defects only): Yes
  • Original shipping (change of mind): No

What Doesn't Get Refunded:

  • Customs duties, VAT, import taxes paid to your government
  • Return shipping costs (change of mind returns)
  • Currency conversion differences

Refund Method:

  • Original payment method only
  • Processing time: 10-14 business days after inspection
  • Credit card refunds may take additional 5-7 business days for bank processing

THE SELLITA SW270 WARRANTY

24-month manufacturer's warranty from delivery date.

Covered:

  • Manufacturing defects in the movement
  • Power reserve complication malfunctions
  • Precision/accuracy issues beyond acceptable standards
  • Materials defects in movement components

Not Covered:

  • Water damage exceeding 200m depth rating
  • Shock damage from impacts or drops
  • Unauthorized repairs or modifications
  • Normal lubricant aging (service every 3-5 years recommended)
  • Cosmetic wear (crystal scratches, case marks)
  • Crown/gasket deterioration from improper use
  • Magnetic field damage
  • Strap or bracelet wear

Warranty Service:

  • Contact: conquerors@cookandre.com
  • We provide shipping instructions
  • Service completed within 21 business days
  • Progress updates every 7 days

Three-Strike Rule (UAE Law):

If the same defect occurs three times within the first 12 months, you get full replacement or full refund. Your choice. This is UAE consumer protection law, and we honor it.

ITEMS EXCLUDED FROM RETURNS

The following cannot be returned:

  1. Watches after 14-day return window
  2. Watches showing any wear (scratches, marks, strap impressions)
  3. Watches with removed bracelet links (beyond initial sizing attempt)
  4. Watches with filled warranty cards
  5. Watches with broken seals or missing protective films
  6. Watches with missing packaging or documentation
  7. Watches with unauthorized modifications or repairs
  8. Accessories purchased separately (unless defective)

FRAUD & POLICY ABUSE

Every watch has a unique serial number. Every return is inspected by trained watchmakers.

We will detect:

  • Swapped components
  • Undisclosed damage
  • Worn watches claimed as "unworn"
  • Modified watches claimed as "original"

If we find fraud, we refuse the return, ban you from future purchases, and report to UAE consumer protection authorities.

We prefer to trust. Don't make us regret it.

YOUR RIGHTS UNDER UAE LAW

If you believe we've violated UAE consumer protection law, you can file complaints with:

We resolve issues directly whenever possible. But these are your legal channels if needed.

GOVERNING LAW

This policy complies with:

  • Federal Law No. 15 of 2020 on Consumer Protection (as amended)
  • Cabinet Decision No. 66 of 2023 (Executive Regulations)
  • Federal Decree Law No. 14 of 2023 on E-Commerce
  • UAE Commercial Law and Dubai South Free Zone regulations

All disputes subject to Dubai courts jurisdiction.

CONTACT

Returns & Warranty: conquerors@cookandre.com
Phone / WhatsApp: +971 58 178 4880
Response Time: 24 hours maximum

Required Information for Returns:

  • Order number and serial number
  • Photos/video (for defects)
  • Delivery date
  • Description of issue

POLICY UPDATES

We may update this policy to comply with UAE law or improve service.

Your purchase is governed by the policy version active on your order date.

LANGUAGE

This policy is provided in English and Arabic. In case of conflict between versions, Arabic version prevails.

ACCEPTANCE

By purchasing from Cook & Re, you confirm:

  • You've read and understood this Return and Refund Policy
  • You understand the 14-day return window and conditions
  • You understand the 48-hour inspection requirement
  • You accept responsibility for international customs/duties/VAT
  • You understand warranty coverage and exclusions
  • For international orders: You accept that only the watch price is refundable, not government-charged taxes/duties
  • You understand unauthorized modifications void warranties

Cook and Re DWC-LLC
Trade License Number: 13917
Business Centre, Floor 3, Building A3
Business Park, Dubai South
Dubai, United Arab Emirates

Email: conquerors@cookandre.com
Phone: +971 58 178 4880
Website: www.cookandre.com | www.cookandre.ae

The countdown started the day you were born. Make it count.

For Conquerors Only