Cancellation policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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

To be eligible, your item 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 without first requesting a return cannot be accepted.

Discounted orders are fully returnable. Orders placed with a discount code, including the founding FOUNDER10 code, carry the same return rights as any other order.

Return shipping

If your item arrives faulty, damaged, or incorrect, we cover return shipping and 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 fees already paid to your government are not refundable by us.

Damages and issues

Please inspect your order on arrival and contact us immediately if the item is defective, damaged, or wrong, so we can make it right.

Non-returnable

Gift cards cannot be returned.

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, including standard delivery costs, within 14 days of receiving your notice. You bear the direct cost of returning the goods. See our Cancellations policy for the model cancellation form. Our voluntary 30-day return window runs alongside this right and does not replace it.

Refunds

Once we receive and inspect your return we will notify 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