Refund policy
Return & Refund Policy
Northaven Company
Last updated: September 8, 2026
At Northaven Company, every timepiece is inspected before it leaves our facility, and we want you to be completely satisfied with your purchase. This Return & Refund Policy explains your rights, our obligations, and the exact steps required to return an item, request a refund, or arrange an exchange.
By placing an order on northavencompany.com, you acknowledge that you have read, understood, and agreed to the terms set out below. Please read this policy carefully before completing your purchase.
1. Summary of Key Terms
| Return window | 30 calendar days from the date of delivery |
| Return authorization | Required (RMA number) before shipping any item back |
| Condition required | Unworn, unused, undamaged, in original packaging with all accessories and documentation |
| Restocking fee | None. We do not charge restocking fees. |
| Return shipping cost | Paid by the customer for change-of-mind returns; paid by Northaven Company for defective, damaged, or incorrect items |
| Original shipping charges | Non-refundable on change-of-mind returns; fully refunded when the return is our fault |
| Refund processing time | Within 7 business days of our approval of the return |
| Refund method | Original payment method only |
| Order cancellation | Free of charge within 24 hours of purchase, provided the order has not yet shipped |
| Contact | help@northavencompany.com |
This summary is provided for convenience only. The full terms below govern your return.
2. Return Window
You have 30 calendar days from the date your order is delivered to request a return. Delivery date is determined by the tracking record of the carrier that delivered your parcel.
Return requests submitted after the 30-day window has closed cannot be accepted, except where a manufacturing defect is covered under the warranty described in Section 12, or where a longer period is required by applicable law in your state of residence.
To be clear about how the deadline works: you must submit your return request within 30 days. Once your request is approved and you receive a Return Merchandise Authorization (RMA) number, you then have 14 additional calendar days to hand the parcel over to the carrier.
3. Return Eligibility Requirements
To qualify for a return and refund, the item must meet all of the following conditions:
- The item is in new, unworn, and unused condition, with no signs of wear on the case, crystal, caseback, clasp, bracelet, or strap.
- All protective films, stickers, and factory tags remain attached and intact.
- The item is returned in its original packaging, including the presentation box, outer sleeve, and any protective inserts, in resalable condition.
- All included accessories and documentation are returned — instruction manual, warranty card, spare links, tools, cleaning cloth, certificates of authenticity, and any complimentary or promotional item shipped with the order.
- The item has not been sized, altered, engraved, repaired, or serviced by you or by any third party.
- The item is accompanied by a valid RMA number issued by our Customer Care team.
- Proof of purchase (order number or order confirmation email) is provided.
Returns that arrive without a valid RMA number, or that do not satisfy the conditions above, may be refused, returned to the sender at the customer's expense, or refunded only in part, in proportion to the diminished value of the item. Where we intend to apply a partial refund, we will notify you by email with photographic evidence and give you the option to have the item shipped back to you instead, at your cost.
4. Items That Cannot Be Returned
The following are final sale and are not eligible for return or refund, except where the item is defective, damaged in transit, or was shipped in error:
- Items that have been personalized, engraved, or custom-configured to your specifications.
- Gift cards and store credit.
- Items explicitly marked "Final Sale," "Clearance," or "Non-Returnable" on the product page at the time of purchase.
- Items showing evidence of wear, misuse, accidental damage, water exposure beyond the stated rating, unauthorized repair, or tampering.
- Items returned without their original packaging, warranty card, or included accessories.
- Items purchased from a third-party reseller or unauthorized retailer rather than directly from northavencompany.com.
Nothing in this section limits any non-waivable right you may have under applicable federal or state consumer protection law.
5. How to Start a Return
All returns must be authorized in advance. Please follow these steps:
- Contact us. Email help@northavencompany.com within 30 days of delivery with the subject line "Return Request – [Your Order Number]".
- Provide the required information: your full name, order number, the item(s) you wish to return, the reason for the return, and — if the item is damaged, defective, or incorrect — clear photographs showing the issue and the shipping label on the outer box.
- Wait for authorization. Our Customer Care team will respond within 2 business days. If your request is approved, we will issue an RMA number together with the correct return address and packing instructions.
- Pack the item securely. Place the watch in its original presentation box, then inside a sturdy outer carton with adequate padding. Write the RMA number clearly on the outside of the outer carton. Never write on or apply tape directly to the original product box.
- Ship the parcel within 14 calendar days of receiving your RMA number, using a trackable and insured service (see Section 6).
- Send us the tracking number by email so we can monitor the shipment.
Important: Parcels sent to us without a valid RMA number cannot be identified, processed, or refunded, and may be rejected at delivery.
6. Return Shipping, Costs, and Risk of Loss
6.1 Change-of-mind returns
If you are returning an item because you changed your mind, ordered the wrong model, or no longer want the product, you are responsible for the cost of return shipping, including any applicable duties, taxes, brokerage, or customs fees incurred in returning the item to us. Original outbound shipping charges are non-refundable in these cases.
6.2 Our fault
If the item is defective, damaged in transit, or not the item you ordered, Northaven Company covers 100% of return shipping costs. We will either send you a prepaid shipping label or reimburse your documented return shipping expense. In these cases, your original shipping charges are also refunded in full.
6.3 Insurance and risk of loss
Because our products are high-value timepieces, we strongly recommend that you ship every return using a trackable, signature-required, and fully insured service for the full retail value of the item.
Until the returned parcel is received and signed for at our returns facility, the risk of loss and damage remains with you. Northaven Company is not responsible for returns that are lost, stolen, delayed, or damaged in transit when the customer arranges the shipment. If a return is lost in transit, the claim must be filed by you with the carrier you selected.
6.4 Customs declarations
Our returns facility is located in Portugal, in the European Union. When shipping a return from the United States, you must mark the customs declaration as "RETURNED GOODS – NO COMMERCIAL VALUE – RMA #[your number]" and declare the original purchase value. Parcels shipped with incorrect customs paperwork may be held, taxed, or rejected by customs authorities; where a return is refused or delayed for this reason, we cannot process the refund until the parcel is released and received by us.
6.5 Return address
The return address will be confirmed on your RMA authorization email. Unless we instruct you otherwise in writing, returns are sent to:
Northaven Company – Returns Department
RONDINELLI PATRIX SILVA TOLEDO
11 Fernando Maurício Street
Lisbon, Lisbon 1950-447
Portugal
Please note: do not send returns to the address printed on your original shipping label unless it matches the address above and has been confirmed in your RMA email.
7. Inspection and Authentication
Every returned timepiece undergoes inspection and authentication by our quality control team. This process normally takes 3 to 5 business days from the date the parcel is received at our facility.
During inspection we verify serial numbers, confirm that the item is the one originally shipped to you, and assess condition against the eligibility requirements in Section 3. We will notify you by email once the inspection is complete and inform you whether your return has been approved or declined.
If a return is declined, we will explain why, provide supporting photographs, and offer to return the item to you at your expense. If you do not respond to that notice within 30 calendar days, we may store the item at your cost or dispose of it in accordance with applicable law.
8. Refunds
8.1 Approval and timing
Once your return is approved, your refund will be issued to the original payment method within 7 business days. This is consistent with the refund timeframe required by the U.S. Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435).
Please allow an additional 5 to 10 business days for your bank, card issuer, or payment provider to post the credit to your account. The exact posting date is controlled by your financial institution and is outside our control. Refunds to credit cards may appear on your next billing statement rather than immediately.
8.2 What is refunded
- Change-of-mind return: the full purchase price of the returned item(s). Original shipping charges and return shipping costs are not refunded.
- Defective, damaged, or incorrect item: the full purchase price plus all original shipping charges and all return shipping costs.
- Order cancelled before shipment: the full amount charged, including shipping.
8.3 Discounts, promotions, and bundles
If you received a discount, promotional gift, or free item as part of a bundle or minimum-spend offer, and your return brings the order below the qualifying threshold, the value of that discount or gift will be deducted from your refund unless the promotional item is also returned in its original condition.
8.4 No restocking fees
Northaven Company does not charge restocking fees, handling fees, or inspection fees on eligible returns.
8.5 Store credit and exchanges
Refunds are issued to the original payment method. We do not issue cash refunds, and we do not force store credit in place of a monetary refund on an eligible return. If you prefer store credit or an exchange, you may request it — but the choice is yours.
9. Exchanges
We are happy to exchange an eligible item for a different model, size, or configuration within the same 30-day window, subject to availability.
To request an exchange, email help@northavencompany.com with your order number and the item you would like instead. The exchange process is as follows:
- We issue an RMA and you return the original item under the conditions in Sections 3, 5, and 6.
- Once the returned item passes inspection, we ship the replacement.
- If the replacement item costs more, we will send you a secure payment link for the difference. If it costs less, we refund the difference to your original payment method.
Replacement items are dispatched within 2 business days of inspection approval and are subject to the delivery estimates in Section 13. Exchanges arising from a defective, damaged, or incorrect item are processed at no cost to you.
10. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or is not the item you ordered, please contact us at help@northavencompany.com within 7 calendar days of delivery.
To help us resolve the matter quickly, please include:
- Your order number;
- Photographs of the item showing the defect or damage;
- Photographs of the outer shipping box and the shipping label, including any visible external damage;
- A short description of the problem, and — for functional defects — when the issue first appeared.
Where a claim is confirmed, you may choose, at your option, a free replacement, a free repair, or a full refund, including all shipping costs in both directions. We will provide a prepaid return label. Please retain all original packaging until the claim is resolved, as carriers frequently require it for damage inspections.
Claims submitted after 7 days may still be handled under the warranty in Section 12, but transit-damage claims must be raised within the 7-day window because carriers impose their own filing deadlines.
11. Order Cancellations
You may cancel an order free of charge within 24 hours of placing it, provided the order has not yet been dispatched. Send a cancellation request to help@northavencompany.com with your order number and the word "CANCEL" in the subject line.
If the order has already been handed to the carrier, it can no longer be cancelled. In that case, please refuse delivery or follow the standard return procedure in Section 5 once the parcel arrives. Refused parcels are treated as change-of-mind returns and the associated return transport costs will be deducted from your refund.
Approved cancellations are refunded in full, including shipping, within 7 business days.
Northaven Company reserves the right to cancel an order and issue a full refund where the item is out of stock, where a pricing or product description error has occurred, where the order cannot be shipped to the destination address, or where the order is flagged as potentially fraudulent. We will notify you by email if this occurs.
12. Warranty
Every Northaven Company timepiece is covered by a 24-month limited warranty from the date of delivery against manufacturing defects in materials and workmanship, subject to the terms of the warranty card supplied with your watch.
The warranty covers: defects in the movement, dial, hands, case, and factory assembly under normal use.
The warranty does not cover: normal wear and tear; scratches to the case, crystal, or bracelet; battery replacement; strap or bracelet deterioration; water damage where the watch has been exposed beyond its stated water-resistance rating; damage caused by accident, misuse, negligence, or unauthorized service; theft or loss.
To make a warranty claim, contact help@northavencompany.com with your order number, a description of the fault, and supporting photographs or video. This limited warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Nothing in this warranty is intended to limit any implied warranty rights you may have under the Magnuson-Moss Warranty Act or applicable state law where such limitation is prohibited.
13. Shipping Times and Your Right to Cancel for Delay
Estimated delivery time is 8 to 30 business days from the date of dispatch, depending on destination and customs clearance. Order processing takes 1 to 3 business days before dispatch. Business days exclude weekends and public holidays.
These are good-faith estimates, not guarantees. In accordance with the FTC Mail, Internet, or Telephone Order Merchandise Rule, if we are unable to ship your order within the timeframe stated at the time of purchase (or within 30 days where no time was stated), we will notify you promptly, offer a revised shipping date, and give you the option to consent to the delay or cancel your order for a full and prompt refund. If you do not respond to a delay notice, and we cannot ship within the revised timeframe, we will cancel the order and refund you automatically.
14. Lost, Stolen, Undeliverable, and Refused Packages
14.1 Packages lost in transit
If tracking shows no movement for 10 consecutive business days, or the carrier confirms the parcel is lost, contact us and we will open a formal investigation with the carrier. Once the carrier confirms the loss, we will send a free replacement or issue a full refund, at your choice.
14.2 Packages marked delivered but not received
If tracking shows the parcel as delivered but you have not received it, please check with household members, neighbours, and your building's mail room, and inspect the delivery location. Notify us within 7 calendar days of the recorded delivery date so that a carrier claim can be filed within the carrier's deadline. We will assist you in filing the claim. Where the carrier confirms a misdelivery, we will replace or refund the order.
14.3 Incorrect addresses
It is your responsibility to provide a complete and accurate shipping address at checkout. Orders returned to us because of an incorrect, incomplete, or undeliverable address will be refunded less the outbound and return shipping costs actually incurred. Reshipment to a corrected address is available and will be quoted before dispatch.
14.4 Refused or unclaimed parcels
Parcels refused at delivery, or unclaimed at a carrier depot and returned to us, are processed as change-of-mind returns. The refund will exclude the original shipping charge and any return transport, storage, or customs charges we incur.
15. Duties, Taxes, and Import Charges
Prices displayed at checkout are in U.S. dollars (USD). Where import duties, tariffs, or taxes apply to a shipment into the United States, any amount collected at checkout is stated separately at the time of purchase.
If duties or taxes are paid by you directly to the carrier or to U.S. Customs and Border Protection, those amounts are paid to a government authority and are not refundable by Northaven Company. You may be able to reclaim them directly from the relevant authority when goods are exported back to us; we will supply supporting documentation on request.
16. Chargebacks and Payment Disputes
If you believe there is a problem with your order, please contact us first at help@northavencompany.com. Most issues are resolved within a few business days, far faster than a bank dispute.
Nothing in this policy limits your rights under the Fair Credit Billing Act or your card network's rules, and you remain free to dispute a charge with your issuer at any time. However, filing a chargeback while a return, replacement, or refund is already in progress can delay resolution, as funds are frozen for the duration of the dispute. Where a chargeback is filed for an order that has been delivered as described and is not eligible for return under this policy, we will respond to the dispute with the full delivery, tracking, and correspondence record.
17. Fraud Prevention and Abuse of This Policy
Northaven Company reserves the right to refuse a return, limit or refuse future orders, or take other proportionate action where we identify a pattern of abusive returns activity — for example, repeated returns of worn items, returns of items that are not the ones we shipped, or returns supported by falsified documentation. Any such decision will be communicated to you in writing with the reasons for it. This section does not affect your statutory rights or your rights in respect of defective goods.
18. Your State Consumer Rights
This policy is offered in addition to, and does not restrict, your rights under applicable federal and state consumer protection law. Residents of certain states have additional statutory protections — including, without limitation, California (Cal. Civ. Code §§ 1723 and 1793.02), New York (N.Y. Gen. Bus. Law § 218-a), Florida, Massachusetts, and Virginia. Where any provision of this policy conflicts with a mandatory rule of law applicable to your purchase, that rule of law prevails and the remainder of this policy continues in effect.
This policy is conspicuously disclosed on our website, presented at checkout, and referenced on your order confirmation, in accordance with state posted-refund-policy requirements.
19. Changes to This Policy
We may update this Return & Refund Policy from time to time to reflect changes in our operations or in applicable law. The version in force at the time you place your order is the version that governs your purchase. Material changes will be posted on this page with an updated "Last updated" date.
20. Contact Us
Our Customer Care team is available Monday to Friday, 9:00 AM – 6:00 PM (GMT), excluding public holidays, and responds to all enquiries within 2 business days.
Northaven Company
Email: help@northavencompany.com
Website: northavencompany.com
Registered business and returns address:
RONDINELLI PATRIX SILVA TOLEDO
11 Fernando Maurício Street
Lisbon, Lisbon 1950-447
Portugal
Please do not ship any item back to us before requesting and receiving an RMA number. Unauthorized returns cannot be processed.