Return & Refund Policy

Last updated: 11 September 2026

This Return & Refund Policy applies to purchases made on visso.eu from VISSO OÜ ("VISSO", "we", "us"). It sets out your statutory right of withdrawal under Directive 2011/83/EU and your legal guarantee rights. Nothing in this policy limits your mandatory rights as a consumer under applicable law.

1. Your right of withdrawal (14 days)

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. We grant the same 14-day right of withdrawal, on the terms set out in this policy, to customers ordering for delivery to Ukraine.

The withdrawal period expires 14 days after the day on which you (or a third party other than the carrier indicated by you) acquire physical possession of the goods. Where the goods of a single order are delivered separately, the period runs from receipt of the last item.

2. How to exercise your right of withdrawal

To withdraw, you must inform us of your decision by a clear statement before the 14-day period expires. You can:

To meet the deadline, it is sufficient that you send your communication before the period has expired. We will acknowledge receipt of your withdrawal without undue delay.

3. Returning the goods

After notifying us, you must send the goods back without undue delay and in any event within 14 days from the day you communicated your withdrawal. The deadline is met if you dispatch the goods before the 14-day period expires.

Goods must be returned:

  • complete and unworn, in re-saleable condition;
  • with all original packaging, protective seals, tags, accessories, and links;
  • together with the warranty card and any certificate of authenticity.

You may inspect the watch as you would in a physical shop. You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

4. Return shipping costs

You bear the direct cost of returning the goods. Returns are sent to the return address we provide when acknowledging your withdrawal (our fulfilment centre in Switzerland). Given the value of the items, we strongly recommend a fully insured, tracked courier service. We cannot accept responsibility for returns lost or damaged in transit to us.

Import VAT and customs charges that you paid to the authorities or the carrier on importation were not received by us and are not part of our refund. Upon re-export of the goods you may be able to reclaim import VAT from the customs authorities of your country; we will provide the documents reasonably needed for such a claim on request.

5. Refunds

We will reimburse all payments received from you, including standard delivery costs (except for any supplementary costs arising if you chose a delivery type other than the least expensive standard delivery we offer).

We will make the reimbursement without undue delay, and not later than 14 days after the day we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earliest.

We will refund using the same means of payment you used for the original transaction, unless you expressly agree otherwise; you will not incur any fees as a result of the reimbursement.

6. Exceptions to the right of withdrawal

The right of withdrawal does not apply to goods made to your specifications or clearly personalised (for example, custom engraving, bespoke sizing, or made-to-order pieces), in accordance with Article 16 of Directive 2011/83/EU.

7. Faulty, damaged, or incorrect items — legal guarantee

Independently of the right of withdrawal, you benefit from a statutory legal guarantee of conformity of 2 years under Directive 2019/771. If an item is defective, damaged on arrival, or not as described, contact [email protected] and we will arrange repair, replacement, price reduction, or refund as required by law, at no cost to you. Customers in Ukraine benefit from the guarantee rights provided by Ukrainian consumer-protection law. Any manufacturer warranty applies in addition to — and does not affect — your statutory rights.

8. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To VISSO OÜ, Ahtri 12, 15551 Tallinn, Estonia — [email protected]:
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: ____________
Ordered on / received on: ____________
Name of consumer(s): ____________
Address of consumer(s): ____________
Order number: ____________
Date: ____________

9. Contact

Questions about returns or refunds: [email protected] or [email protected].