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Customer Services

1 July, 2012
Contact

If you have any questions or if you would like to review or correct any personal information you have provided to us, please contact us. If you receive mailings, and you no longer want to, you can also deregister by using the deregister link in each mailing.

TW Steel Store B.V.
PO Box 155
1940 AD Beverwijk
The Netherlands
e: webstore@twsteel.com

Shipping

We strive to send you an Order Confirmation and send out the ordered products on the same day as you place the order. We endeavor to deliver the products within 1 to 5 working days, unless a deviating estimated delivery date is mentioned in the Order Confirmation.

We engage an express carrier and package delivery company to take care of the delivery of our products. If you wish, you can contact us for the relevant tracking number, allowing you to check where your package is and to get a rough idea of when it will be delivered.

The products will be at your risk when you have received the product.

Ownership of the products will only pass to you when we receive full payments of all sums due in respect of the products, or upon delivery, whichever is later.

Returns

Until 14 days after the date that you have received the products, or the last product in case of an Order Confirmation for multiple products ordered but received separately ("withdrawal period"), you may choose to return the product to us, without giving any reasons for such return and in accordance with the instructions below ("right of withdrawal").

To exercise your right of withdrawal, you must inform us of your decision to withdraw by an unequivocal statement (e.g. by e-mail) within the withdrawal period mentioned above. You may also use the standard withdrawal form, but this is not obligatory. To meet the deadline, it is sufficient for you to send your communication concerning your exercise of your right of withdrawal before expiry of the withdrawal period. Please find our contact details for such communications in the accompanying documentation.

We will communicate to you an acknowledgement of receipt of your withdrawal notification on a durable medium (e.g. by e-mail) without delay.

Warranty

Our entire assortment of TW Steel watches comes with a 2-year manufacturer’s warranty. Warranty terms and conditions apply to each item and can be found in the accompanying documentation. If you have any questions or wish to claim under the warranty terms and conditions, then send an e-mail to support@twsteel.com

In all cases, the following causes of damage are not covered by the manufacturer’s warranty:

• water/fluid damage
• damage caused by incorrect usage of the product

All repairs will be handled by the official TW Steel importer in your area. If the defect is not covered by the manufacturer's warranty, then you will receive an estimate for the cost of repair. On this estimate, you then indicate whether you agree to the repair work (at the given price) or that you decline the repairs. If you decline the repairs, we will send the watch back to you.