Service
Returns & Exchanges
We want every Nine11 customer to feel confident in their purchase.
Returns
You may request a return within 14 days of receiving your order, provided the watch is unused, unworn, undamaged, and returned with its original packaging, tags, certificates, and accessories.
Exchanges
You may request an exchange within 14 days of receiving your order, subject to product availability and approval by the Nine11 team.
Refunds
Approved refunds will be processed after the returned item has been received and inspected.
Refunds are made through the original payment method where possible. Processing times may depend on the payment provider or bank.
Non-Returnable Items
The following items cannot be returned or exchanged for change of mind:
- Engraved watches
- Personalised watches
- Custom-built watches
- Used or worn watches
- Items with damaged or missing packaging
- Items missing certificates, serial cards, or accessories
- Items damaged after delivery
This does not affect your rights if the item has a confirmed manufacturing defect.
Return Delivery
Return delivery charges may apply unless the return is due to an approved manufacturing defect or incorrect item.
To request a return or exchange, please contact the Nine11 Concierge.