Refund policy
RETURNS, COMPLAINTS AND WARRANTY POLICY
FELIPE COTTO WATCHES
Last updated: 3 October 2026
1. GENERAL INFORMATION
1.1. The seller and entity responsible for handling returns, complaints and warranties is Felipe Cotto Watches spółka z ograniczoną odpowiedzialnością, with its registered office in Katowice, ul. Jana III Sobieskiego 11/E6, 40-082 Katowice, Poland, entered in the Register of Entrepreneurs of the National Court Register under number 0000531334, NIP 7010447551, REGON 360140446, hereinafter referred to as “FCW” or the “Seller”.
1.2. Contact for returns, complaints and warranties:
email: office@felipecotto.com
tel.: +48 690 570 777
1.3. FCW responds to emails within 2 business days. Telephone contact is available at +48 690 570 777. Matters requiring examination of a watch, documentation, transport arrangements or a service centre's assessment may require additional time, of which the Customer will be informed.
1.4. This policy applies to products offered in the FCW online store. It does not limit any mandatory statutory rights of Consumers.
2. RIGHT TO WITHDRAW FROM THE CONTRACT
2.1. Consumers, as well as natural persons conducting business who are granted consumer rights by law, have the right to withdraw from a distance contract without giving a reason within 14 days.
2.2. The 14-day period begins on the day the Customer, or a third party designated by the Customer other than the carrier, takes possession of the Product. For an order containing more than one Product delivered separately, the period begins when possession of the last Product is taken.
2.3. To exercise the right of withdrawal, the Customer should provide FCW with an unequivocal statement, in particular by emailing office@felipecotto.com or calling +48 690 570 777. The Customer may use the withdrawal form provided by FCW, but this is not compulsory.
2.4. To meet the deadline, it is sufficient to send the withdrawal statement before the withdrawal period expires.
2.5. Upon receiving the statement, FCW will acknowledge receipt and provide instructions for a safe return, including the correct return address and requirements for preparing the shipment.
3. RETURNING THE PRODUCT
3.1. The Customer must send the Product back without delay and no later than 14 days after submitting the withdrawal statement. The deadline is met if the Product is dispatched before that period expires.
3.2. Return address, unless FCW specifies another address in its instructions:
Felipe Cotto Watches sp. z o.o.
ul. Jana III Sobieskiego 11/E6
40-082 Katowice
Poland
3.3. The Customer bears the direct cost of returning the Product.
3.4. Due to the value and nature of the Products, FCW requires the returned watch to be:
a) carefully secured in packaging that protects it against damage;
b) sent using a registered, trackable delivery service;
c) insured for an amount no lower than the full price paid for the Product;
d) returned with all items supplied with it, in particular its box, documents, warranty card, certificates, additional bracelet links, straps, accessories and other items listed in the Product description or order confirmation.
3.5. The Customer should follow the return instructions supplied by FCW. FCW recommends not placing information identifying the contents on the outside of the package, in particular the words “zegarek”, “watch”, “luxury watch” or the watch brand's name.
3.6. The Customer is liable for any reduction in the Product's value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning. The watch may be examined and tried on to an extent comparable to inspecting goods in a physical shop.
3.7. In particular, handling beyond what is necessary may include everyday wear, mechanical damage, water damage, interference with the movement, shortening the bracelet, modifying the strap or bracelet, removing or tampering with protective measures, losing accessories or documents, and use contrary to the Product's intended purpose.
3.8. FCW may inspect the Product upon receipt, including its appearance, operation, serial number, completeness and conformity with the Product supplied to the Customer.
4. REFUNDS
4.1. Following a valid withdrawal from the contract, FCW refunds all payments received from the Customer, including the cost of delivery to the Customer corresponding to the least expensive standard delivery method offered by FCW.
4.2. If the Customer chose a delivery method more expensive than the least expensive standard method offered by FCW, FCW is not required to refund the difference.
4.3. FCW refunds payments no later than 14 days after receiving the withdrawal statement. FCW may withhold the refund until it receives the returned Product or the Customer provides proof of dispatch, whichever occurs first.
4.4. The refund is made using the same payment method used by the Customer, unless the Customer expressly agrees to another method that incurs no additional cost for the Customer.
4.5. If the Product has lost value because it was handled beyond what was necessary to establish its nature, characteristics and functioning, FCW may deduct the corresponding reduction in value from the refund, to the extent permitted by applicable law.
5. EXCLUSIONS FROM THE RIGHT OF WITHDRAWAL
5.1. The right of withdrawal does not apply in cases specified by mandatory provisions of law, in particular where the subject of the contract is a non-prefabricated item made to the Consumer's specifications or tailored to their individual needs.
5.2. If a particular offer, including an individual offer under the Order a Watch service, may be subject to a statutory exclusion from the right of withdrawal, FCW will clearly inform the Customer before the contract is concluded and before payment is made.
5.3. The mere fact that a watch is pre-owned, vintage, collectible or of high value does not exclude the right of withdrawal where the law grants the Customer that right.
6. COMPLAINTS AND LACK OF CONFORMITY WITH THE CONTRACT
6.1. FCW is liable to Consumers for any lack of conformity of the Product with the contract in accordance with applicable law. These rights are independent of the voluntary FCW warranty described in section 7.
6.2. Complaints should be submitted to office@felipecotto.com or by telephone at +48 690 570 777. Please include:
a) the Customer's full name or business name;
b) the order number or information identifying the purchase;
c) a description of the problem;
d) the date it became apparent;
e) photographs or a recording, if they could assist the initial assessment;
f) the requested remedy, if the Customer wishes to specify it.
6.3. FCW may request further information, photographs, recordings or access to the Product for assessment. Before returning a Product subject to a complaint, the Customer should contact FCW and obtain return instructions.
6.4. If the complaint is accepted, FCW covers reasonable and necessary transport costs associated with resolving it and takes the action required by law, in particular repairing or replacing the Product or, where appropriate and permitted, reducing the price or providing a refund.
6.5. FCW will respond to a Consumer's complaint within 14 days of receipt, unless mandatory provisions of law state otherwise.
6.6. Pre-owned and vintage watches may have disclosed defects, signs of use, patina, technical limitations or age-related characteristics. These do not constitute a lack of conformity with the contract if they were clearly and accurately described in the offer or disclosed to the Customer before the contract was concluded.
7. VOLUNTARY FCW WARRANTY
7.1. FCW provides a voluntary commercial warranty for 6 months from the date of delivery of the Product, unless the description of the particular Product or its warranty document states otherwise.
7.2. The warranty covers defects in the movement or basic functions of the watch that become apparent during the warranty period, were not disclosed in the Product description and result from a defect existing when the Product was supplied.
7.3. Under the warranty, FCW may, at its discretion and subject to applicable law:
a) repair the Product;
b) replace the defective component;
c) replace the Product, where possible;
d) reduce the price or refund it if repair or replacement is impossible or disproportionate.
7.4. The warranty does not cover:
a) normal wear and tear;
b) batteries, straps, bracelets, buckles, crystals, crowns, coatings and other wearing parts, unless the defect was covered by the warranty description or existed when the Product was supplied;
c) damage caused by impact, dropping, water ingress, magnetic fields, improper use or lack of due care;
d) the effects of repairs, modifications or interference by persons not authorised by FCW;
e) loss or damage during shipping organised by the Customer without prior notification to FCW and FCW's instructions;
f) timekeeping deviations within the manufacturer's specifications or typical of the age, movement type or nature of a vintage watch;
g) stated water resistance, unless its current level has been expressly confirmed in the description of the particular Product or by a separate water-resistance test;
h) Products described as non-working, requiring service, “for parts” or having an expressly disclosed defect.
7.5. The FCW warranty is voluntary and does not exclude, limit or suspend the Consumer's statutory rights regarding a lack of conformity of goods with the contract.
8. INTERNATIONAL PURCHASES
8.1. The rules on withdrawal, complaints and warranties may depend on mandatory provisions of law in the Consumer's country of habitual residence. This policy does not limit the protection afforded to the Customer by those provisions.
8.2. When returning a Product from outside the European Union, the Customer should follow FCW's instructions concerning transport and customs documents. Incorrect documentation may cause delays, additional costs or an inability to accept the shipment.
8.3. In the case of an ordinary withdrawal, the Customer bears the costs of arranging the return, including, where applicable, transport, insurance, customs clearance, import duties and other return-related charges, subject to mandatory provisions of law.
9. WITHDRAWAL FORM
To:
Felipe Cotto Watches sp. z o.o.
ul. Jana III Sobieskiego 11/E6
40-082 Katowice
Poland
email: office@felipecotto.com
tel.: +48 690 570 777
I/We(*) hereby give notice that I/we(*) withdraw from my/our(*) contract of sale of the following Product:
Product name / model: ______________________________
Order number: ____________________________________
Date of contract: __________________________________
Date of receipt of the Product: ______________________
Customer's full name: ______________________________
Customer's address: ________________________________
Email used for the order: ___________________________
Date: _____________________________________________
Customer's signature (only if this form is submitted on paper): __________________
(*) Delete as appropriate.