Complaints

Is your item faulty? Then you have the right to make a complaint. All items come with a 24-month legal guarantee.

What is covered?

The guarantee covers defects that were present when you received the item, e.g. manufacturing or material faults. It does not cover damage caused by incorrect use, overloading, wear and tear or external damage. For an approved fault you can, depending on the case, have the item repaired or replaced, receive a price reduction or a refund.

How to make a complaint

1. Contact us first: E-mail sales@watchandjewelry.shop with your order number, a description of the fault and preferably photos. Please do so within a reasonable time after discovering the fault.
2. We send a return label: For a complaint we send you a return label and a complaint form, so returning the item is free for you.
3. Inspection: We may have the manufacturer, importer or our own watchmaker/goldsmith inspect the item. We cover the cost of the inspection.
4. Solution: If the complaint is approved, we repair or replace the item, or refund the amount.

Please do not send a faulty item without contacting us first. Pack the item securely and include a description of the fault.

Address for complaints

Houmann Luxury ApS
Attn: Complaint + your order number
Ægirsvej 12
3600 Frederikssund
Denmark

Watches also come with the manufacturer's original warranty.

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