Returns and Exchanges

RETURNS 

For a return to be approved the returned product must be in new, unused and re-sellable condition with the original packaging, protective plastics and other materials intact. Resized watches/bracelets or watches without protective plastic will not be approved.

If a return is incomplete or damaged, the cost of restoring the product will be deducted from the refund.

 

RETURNS

Any product purchased from the Online Store can be returned for a refund within 14 days of delivery. If you would like to return your product, please send us an e-mail to hello@tuseno.com and we will send you the return label.

Return fee is based on shipping country and will be subtracted from your refund – Sweden 150kr / EU €45 / Global $60.
For return of a pre-order, see our special terms below.

All refunds will be processed using the original payment method, minus the return fee.

 

EXCHANGES

In, some cases (domestic orders), we can provide an exchange of your product. But for most of the times it's easier, and quicker, if you place a new order and request a return on the product you want to exchange.

 

RETURN PROCESS INTERNATIONAL

1. Send us an email and let us know you want to make a return.
2. We work with a logistics partner which provide us with the return labels on predetermined days (Tuesdays and Thursdays). As soon as we receive the return label we will send it over to you.
3. Once you have received your return label pack your order as it was received in its original box.
4. Call your local FedEx office for a pick-up day that suits you.
5. Once the return is received, controlled and inspected by our logistics partner we will make the refund within 21 days as long as (see below):

 

RETURN PROCESS SWEDEN

1. Send us an email and let us know you want to make a return.
2. We work with a logistics partner which provide us with the return labels on predetermined days (Tuesdays and Thursdays). As soon as we receive the return label we will send it over to you.
3. Once you have received your return label pack your order as it was received in its original box.
4. You can drop-off the package at any DHL Service Point you like.
5. Once the return is received, controlled and inspected by our logistics partner we will make the refund within 21 days as long as:

 

EXTENDED RETURN POLICY IN NOVEMBER AND DECEMBER 🎄

From mid-November (15th of November) and through out December are all orders included in our extended return policy. The return policy is extended to the very first Monday in the following year. Products still need to be in their original condition.

SAMPLE SALE 🏷️

All sample sale watches are considered final sale and will not be applicable for return or exchange.

PRE-ORDER 🔒

Cancelling a pre-order comes with a fee of 1500kr / €150 / $150 that will be subtracted from your refund. Since a few years back both payment gateways and e-commerce platforms decided to no longer refund the transaction costs to the merchant (Tusenö), when the merchant refund their customer (You). The reason for this fee is to cover those transaction costs. We simply can't lose money on a cancelled pre-order. A pre-order is also more complicated and more time consuming than a regular order since it demands a lot more hands-on work from us and our logistics partner. Time is money. Our way of looking at this is that we could have added the fee to the price of the watch, but instead decided to do it this way to keep a lower price. This fee also applies to the return policy once you receive your pre-order.