Refund policy

Pre-orders
The First Collection is sold as a pre-order. You may cancel at any time before your watch ships, for any reason, and we will refund the full amount to your original payment method within 7 working days. No store credit, no restocking fee, no explanation needed. Email info@positiveempathetics.com with your order number.

Returns after delivery
We have a 30-day return policy. You have 30 days from the day you receive your watch to request a return.

To be eligible, the watch must be unworn and in the same condition you received it, in its original packaging, with proof of purchase. Email info@positiveempathetics.com to start a return and we will send you the return address and instructions. Items sent back to us without first requesting a return cannot be accepted.

Orders placed with a discount code, including the FOUNDER10 founding code, carry exactly the same return rights as any other order.

Return shipping
If your watch arrives faulty, damaged or incorrect, we cover return shipping and we replace or refund it in full. For change-of-mind returns, you cover return shipping. For international returns you cover return shipping, and any import VAT, duty or handling fee already paid to your government is not refundable by us.

Damages and issues
Please inspect your order on arrival and contact us immediately if the watch is defective, damaged or not what you ordered, so we can put it right.

Non-returnable
Gift cards cannot be returned.

Exchanges
The fastest way to get what you want is to return the watch you have and, once the return is accepted, place a separate order for the one you want.

European Union and United Kingdom — 14 day right of withdrawal
If your order is shipped into the European Union or the United Kingdom, you have the right to withdraw within 14 days of the day you take physical possession of the goods, for any reason and without justification. We will refund all payments received from you, including standard delivery costs, within 14 days of receiving your notice. You bear the direct cost of returning the goods. The model cancellation form is set out at the end of our Cancellations policy. Our voluntary 30-day return window runs alongside this statutory right and does not replace it.

Refunds
Once we receive and inspect your return we will tell you whether the refund is approved. Approved refunds are issued to your original payment method within 7 working days. Your bank may take additional time to post it. If more than 15 business days have passed since approval, contact us at info@positiveempathetics.com