At SOREN, we want you to choose your watch with confidence. That is why we offer an extended 30-day return period from the date of delivery.
During this period, you may carefully examine and try on your watch at home, subject to the conditions in Section 2.
Consumers within the European Union also benefit from the statutory 14-day right of withdrawal. Customers outside the EU may have additional statutory consumer rights, including those applicable in the United Kingdom.
Our extended 30-day return policy does not limit these statutory rights.
We want you to feel confident about choosing SOREN. That is why you are welcome to open the packaging, carefully examine your watch and gently try it on your wrist at home before deciding whether to keep it.
For returns under our extended 30-day return policy, the following conditions apply:
Important: Our 30-day home trial is intended to allow you to carefully examine and try on the watch at home, not to wear it during everyday activities for 30 days.
Your statutory rights remain unaffected. For consumers within the EU, the statutory 14-day right of withdrawal applies. During this period, you may examine and try on the watch as you would in a physical store. Keeping protective films and tags intact is not an absolute requirement for statutory withdrawals. If the watch is handled beyond what is necessary to assess the product, a deduction for diminished value may be applied where legally permitted.
To request a return, contact us at support@sorenwatches.com and include your order number.
For returns under our extended 30-day return policy:
Returns within the EU are free. Customers outside the EU are responsible for return shipping costs unless otherwise required by law.
For statutory withdrawals, prior approval is not required. A clear statement of your decision to withdraw, for example by email or through our online withdrawal function, is sufficient. You must then return the product within 14 days of notifying us.
Under our extended 30-day return policy, we aim to inspect and process returned items within 15 business days of their arrival at our warehouse.
During busy periods, processing may take longer. Statutory refund deadlines always take precedence.
Please package your watch carefully and retain your proof of shipment and tracking information.
When you arrange the return shipment yourself, you generally bear the return shipping risk until the package reaches us. If we arrange collection of the watch, the applicable statutory allocation of risk applies.
Returns are assessed according to the relevant return conditions and consumer rights.
Please inspect your order upon delivery.
If your watch arrives damaged, defective or incorrect, contact support@sorenwatches.com as soon as possible, preferably with photographs and your order number.
We will investigate the issue and provide an appropriate solution, such as repair, replacement or a refund, depending on your statutory rights and the circumstances.
For valid claims under statutory consumer guarantees, necessary repair or replacement costs, including return shipping, are covered by us.
Your statutory guarantee rights remain in effect even after our commercial warranty expires.
We no longer process direct manual exchanges.
If you would like a different model or colour, please follow the return procedure.
For an approved voluntary exchange, you will receive store credit after inspection, which you can use to place a new order.
For statutory withdrawals, you retain the right to a refund to your original payment method. You are not required to accept store credit.
Please contact us if you are unable to collect your order or intend to refuse delivery.
We will help determine an appropriate solution, such as reshipping the package or processing a return.
If a package is returned to us due to circumstances for which the customer is responsible, reasonable and demonstrable additional costs may be charged, provided this is legally permitted and the charges were adequately disclosed in advance.
If you request reshipping, we will inform you of any additional shipping and handling costs before proceeding. Reshipping will take place with your agreement.
For orders outside the EU, additional charges may arise if import VAT, customs duties or clearance fees remain unpaid.
Such costs may only be passed on where legally permitted.
Refusing or failing to collect a package does not automatically remove your statutory right to a refund.
Within the European Union
Returns are free. Following your return request, you will receive a free return label by email.
Outside the European Union
For voluntary returns, customers are responsible for return shipping costs unless otherwise agreed or required by law.
Where a statutory right of withdrawal applies, the relevant consumer protection rules of the applicable jurisdiction take precedence.
Import Duties and Taxes
Import VAT, customs duties or clearance fees paid directly to customs authorities or carriers generally cannot be refunded by SOREN.
You may be able to reclaim these charges from the relevant customs authority.
For defective or incorrectly delivered products, applicable statutory rights to free repair, replacement or a refund remain unaffected.
Orders placed before 12:00 Netherlands time (CET/CEST) on business days are generally dispatched the same day.
Orders placed after 12:00, on weekends or on public holidays are usually processed the next business day.
Estimated delivery times:
These are estimated delivery times and are not guaranteed delivery dates.
Free shipping on all orders.
Free shipping covers transport costs only. Import VAT, customs duties and clearance fees outside the EU are not included unless expressly stated otherwise at checkout.
We take care to package and ship our watches securely.
The risk of loss or damage during delivery to the customer remains with SOREN until the parcel has been delivered to the customer or designated recipient in accordance with applicable law.
If a package is lost or damaged during shipping, we will investigate the matter with the carrier.
Your statutory right to an appropriate remedy, including replacement or a refund where applicable, remains unaffected and does not depend on the outcome of an insurance claim with the carrier.
Prices on our website are displayed in accordance with applicable tax regulations.
For orders within the EU, the appropriate VAT is calculated according to the relevant regulations. The applicable VAT rate may depend on the country of delivery.
For goods exported from the Netherlands to destinations outside the EU, a 0% Dutch VAT rate may apply where the statutory export conditions are met.
Taxes and charges displayed at checkout form the basis of your order.
For deliveries outside the EU, including the United Kingdom, United States, Norway and Switzerland, additional import VAT, customs duties or clearance fees may be charged upon arrival.
These charges are the responsibility of the recipient unless otherwise stated at checkout.
Taxes or duties paid directly to foreign authorities or carriers generally cannot be refunded by SOREN.
Extended 30-Day Return Policy
Once your return has been received and inspected, we will notify you whether it has been approved.
For approved returns, we aim to issue refunds within 10 business days to the original payment method.
Statutory Right of Withdrawal
For statutory withdrawals within the EU, we will refund all amounts legally due within 14 days of receiving your withdrawal notification.
We may withhold reimbursement until we receive the watch or until you provide evidence that it has been returned, whichever occurs first.
For a complete withdrawal, any standard delivery costs paid by the customer will also be refunded. Additional costs for a more expensive delivery method chosen by the customer do not have to be refunded.
Refunds will be made using the original payment method unless you expressly agree otherwise.
Any deduction for diminished value will only be applied where legally permitted.
Customers outside the EU retain any applicable statutory refund rights.
Depending on your bank or payment provider, additional time may be required for the refunded amount to appear in your account.
If you wish to cancel your order, please contact support@sorenwatches.com as soon as possible.
If your order has not yet been shipped, we can generally cancel it immediately.
If your order has already been dispatched, you may still exercise any applicable statutory withdrawal rights or use our extended return policy.
Incorrect or Incomplete Shipping Address
Please check your delivery address carefully before placing an order.
If you notice a mistake, contact us as soon as possible.
Where an address correction or reshipment is possible, we will inform you of any additional costs.
Reasonable additional costs demonstrably caused by an error for which the customer is responsible may be charged where legally permitted.
Lost or misdelivered packages will be assessed according to the actual circumstances and applicable legal responsibilities.
Your statutory rights concerning delivery, withdrawal and refunds remain unaffected.
For questions about returns, exchanges, shipping or your order, please contact:
SOREN Watches
Email: support@sorenwatches.com
Official Return Address:
Hoog Soeren 54, 7346AJ, The Netherlands
Please check the available return instructions before sending your package.
For statutory withdrawals, you are not required to use a specific form. A clear statement by email or through our online withdrawal function is sufficient.
You may also use the optional model withdrawal form below.
Model Withdrawal Form (Optional)
To: SOREN Watches
Email: support@sorenwatches.com
I hereby give notice that I withdraw from my contract of sale for the following product:
You may send this information to us by email.
Your statutory consumer rights remain unaffected at all times.
