Refund & Returns Policy

Last updated: 24 October 2026  ·  Applies to shop.henistec.com

If your watch is not right, we will put it right. You have 7 days from delivery to request a return, and if the fault is ours, the return costs you nothing.

1. Your return window

You have 7 days from the date your order is delivered to tell us you want to return it. Let us know within that window and we will guide you through the rest; the watch itself should then reach us within 14 days of our approval.

2. Condition the item must be in

To be accepted for return, the watch must be:

• Unworn — trying it on is fine, wearing it out is not.
• In its original packaging, with the box and any protective film intact.
• Complete, with every accessory, link, manual, and warranty card it arrived with.
• Undamaged, unaltered, and not resized or engraved.

This condition requirement does not apply where the item is faulty — a defect is not your fault and we do not hold the packaging against you.

3. Faulty, damaged, or wrong items

If the watch arrives faulty or damaged, or is not what you ordered:

• Tell us within 48 hours of delivery where the problem is visible on arrival, and send a photograph.
• We pay the full cost of returning it. You are never out of pocket for our mistake.
• You choose: a full refund, a replacement, or a repair under warranty.
• A manufacturing defect that appears later is handled under the warranty set out in our Terms & Conditions.

4. Change of mind

If you simply do not want the watch, you may still return it within the 7-day window provided it meets the condition requirements above. In that case you cover the cost of sending it back to us, since the original delivery was free and nothing was wrong with the item. Once it arrives and passes inspection, we refund the full price you paid.

5. What cannot be returned

• Watches that have been worn, scratched, or damaged after delivery.
• Items that have been resized, engraved, or otherwise customised at your request.
• Items returned without their original packaging or accessories, where the item is not faulty.
• Items reported to us more than 7 days after delivery, except for warranty claims on manufacturing defects.

6. How to start a return

• Message us on WhatsApp using the button below, within 7 days of delivery.
• Tell us your order details and what the problem is. Send a photograph if the item is faulty, damaged, or wrong.
• We confirm your return and give you the return address and instructions. Please do not send anything back before we confirm — unannounced returns are hard to match to an order.
• Pack the watch securely in its original box. We recommend a trackable service, as you are responsible for the item until it reaches us.

7. How and when you are refunded

Because you pay on delivery, refunds are made by bank transfer to an account in the name of the person who placed the order. We ask you for those details once your return is approved. We do not refund to a third party's account, as this protects both of us against fraud.

If we decline a return, we will explain exactly why and return the watch to you at our cost.

8. Cancelling before dispatch

You can cancel any order at no cost before it is dispatched — just message us. Since you only pay on delivery, there is nothing to refund: you simply owe nothing. If the watch has already left us, you may also decline it at the door without paying, though we would appreciate as much notice as you can give.

9. Your legal rights

This policy sits alongside, and does not reduce, your rights under the Federal Competition and Consumer Protection Act 2018 and other applicable Nigerian consumer law, or under Ghanaian consumer law where you are served from Ghana.