Refund policy
Returns and Refund Policy
Last Updated: 22/06/2026
Pop As Watch™
www.popaswatch.com
This Returns and Refund Policy explains how returns, refunds, exchanges, cancellations, defective products, damaged deliveries, incomplete deliveries, and your statutory consumer rights are handled when you place an order through Pop As Watch™.
Please read this policy carefully before placing an order.
By placing an order through www.popaswatch.com, you confirm that you have read, understood, and agreed to this Returns and Refund Policy.
Nothing in this policy is intended to remove or limit any legal rights that cannot be excluded under applicable consumer law. Where there is any conflict between this policy and your statutory rights, your statutory rights prevail.
1. Our 30-Day Commercial Return Policy
In addition to your statutory rights described below, Pop As Watch™ offers a voluntary 30-day commercial return policy as a goodwill gesture.
This means you have 30 calendar days after receiving your item to request a return, even where no legal obligation to accept a return exists.
To be eligible for a return under our 30-day commercial return policy, your item must be:
- In the same condition that you received it
- Unworn, unused, uninstalled, and unmodified
- Free from marks, scratches, stains, odours, or signs of use
- With all tags, protective films, accessories, manuals, inserts, and packaging included where applicable
- In its original packaging
- Accompanied by your receipt, order confirmation, or proof of purchase
Items that do not meet these conditions may be refused, returned to you, or subject to a deduction from the refund where legally permitted.
This voluntary 30-day policy does not affect, replace, or limit your separate statutory rights described in the sections below.
2. EU Right of Withdrawal (14-Day Cooling-Off Period)
If your order is shipped to a destination in the European Union, or you are a consumer resident in the EU, you have a statutory right to withdraw from your purchase under the EU Consumer Rights Directive (2011/83/EU) as amended.
2.1 What Is the Right of Withdrawal?
The right of withdrawal is a statutory cancellation right that applies to distance contracts — meaning purchases made online. It is not a commercial return policy; it is a legal right built into EU consumer law that overrides any conflicting terms in our store policies.
You may withdraw from the contract within 14 calendar days of receiving your goods, without giving any reason and without penalty.
If the 14-day cooling-off period expires on a non-working day, your deadline is extended to the next working day.
2.2 Extended Withdrawal Period
If we fail to provide you with the required pre-contractual information about your right of withdrawal before or at the time of purchase, your right of withdrawal is automatically extended to 12 months from the end of the original 14-day period. If we provide that information during this extended period, the 14-day period begins from the date you receive it.
2.3 How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must notify us within 14 calendar days of receiving your order through one of the following methods:
Option A — Digital Withdrawal Function (from 19 June 2026):
In accordance with Directive (EU) 2023/2673, which amends the EU Consumer Rights Directive, we provide a digital "Withdraw from Contract" function on our website. This allows you to exercise your right of withdrawal in a few clicks and receive an automatic email confirmation. This function is available through your order confirmation email or through our website at www.popaswatch.com.
Option B — Email:
You may contact us at info@popaswatch.com and clearly state that you wish to withdraw from your contract, including your order number.
Option C — Withdrawal Form:
You may use the model withdrawal form set out in Section 3 of this policy.
We will send you an acknowledgement of receipt of your withdrawal by email without delay.
2.4 What Happens After You Withdraw
After notifying us of your withdrawal, you must return the goods to us without undue delay, and no later than 14 calendar days from the date you notified us.
Upon receiving your returned goods (or upon receipt of proof of return, whichever is earlier), we will reimburse you:
- The full price you paid for the goods
- The cost of standard delivery to you (if you paid for delivery) — note that we are not required to refund the additional cost if you selected a delivery option more expensive than our standard delivery
Refunds under the right of withdrawal will be issued within 14 calendar days of the earlier of: (a) the date we receive the returned goods, or (b) the date you provide evidence of having returned the goods.
Refunds will be made using the same means of payment you used for the original transaction. We will not impose any fees as a result of the refund. We cannot substitute the refund with store credit, gift cards, or vouchers without your active and informed consent.
2.5 Return Shipping Costs Under the Right of Withdrawal
Unless the return is due to a defect, damage, or our error, you are responsible for the direct cost of returning the goods to us when exercising your right of withdrawal.
We will inform you of this obligation clearly at the time of purchase.
2.6 Reduction in Value
You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. This is similar to how you might inspect a product in a physical store.
Where legally permitted, if the goods are returned in a condition that reflects use beyond reasonable inspection, we may deduct an amount reflecting the reduction in value from your reimbursement.
2.7 Items Excluded From the Right of Withdrawal
The right of withdrawal under EU law does not apply to:
- Goods made to order or personalised to your specifications
- Goods that have been sealed for health or hygiene reasons and were unsealed after delivery
- Goods that have been mixed inseparably with other items after delivery
All other exclusions must be specifically and legally justified under Article 16 of Directive 2011/83/EU. We do not apply general "final sale" or "no refund" terms that would override your statutory rights.
3. Model Withdrawal Form
You may use the form below to exercise your right of withdrawal. Use of this form is not mandatory — you may also notify us by email or via our digital withdrawal function.
Withdrawal Form
To: Pop As Watch™ — info@popaswatch.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number: ____________________________
Ordered on: ______________________________
Received on: _____________________________
Customer name: ___________________________
Customer address: ________________________
Customer email: __________________________
Date: ___________________________________
4. Order Cancellations Before Dispatch
If your order has not yet entered fulfilment, packing, or been handed to a courier, you may contact us to request cancellation at info@popaswatch.com.
We will make every reasonable effort to cancel the order before dispatch. However, we cannot guarantee cancellation once the order has entered fulfilment or has been prepared for dispatch.
If your order is successfully cancelled before dispatch:
- You are entitled to a full refund of the total amount paid, including any delivery charges
- The refund will be issued to your original payment method
- The refund will be processed without undue delay
If your order has already been dispatched, you retain your right of withdrawal (Section 2) or may request a return under our 30-day commercial return policy (Section 1), as applicable.
EU consumers: where an order is cancelled before goods are dispatched, you are entitled to a full refund without condition. This is not affected by fulfilment status except where goods have already been handed to a carrier, in which case the standard withdrawal process applies.
5. How to Request a Return
To request a return under either our 30-day commercial return policy or your statutory rights, please contact us at:
Please include:
- Your order number
- Your full name
- The email address used for the order
- The item or items you wish to return
- The reason for the return
- Clear photos of the item and its packaging if requested
Returns must be approved by Pop As Watch™ before being sent back, unless you are exercising your statutory right of withdrawal via our digital withdrawal function.
Items sent back without first requesting and receiving return approval may not be accepted. Pop As Watch™ is not responsible for unauthorised returns sent to an incorrect address.
If your return request is approved, we will provide instructions on how and where to send your return. The return address may vary depending on the product, location, and fulfilment route. Please do not send returns to any address on our website unless we specifically confirm it for your return.
6. Return Shipping Costs
Unless the item is faulty, defective, damaged on arrival, incorrectly supplied, or a return is required by applicable law:
- Under our 30-day commercial return policy, customers are responsible for the cost of return shipping
- Under the EU right of withdrawal (Section 2), customers are also responsible for the direct cost of return shipping, unless we have failed to inform you of this obligation prior to purchase, in which case we bear the cost
Original outbound shipping costs are non-refundable under our commercial return policy. Under the EU right of withdrawal, we will refund your original standard delivery charge.
We strongly recommend using a tracked shipping method. Pop As Watch™ is not responsible for returned items that are lost, delayed, or damaged in transit unless caused by us or required otherwise by applicable law.
If we provide a prepaid return label, the cost of the label may be deducted from your refund, except where the return is due to our error or a confirmed product defect.
7. Return Condition and Inspection
All returned items are inspected upon arrival.
A return may be refused, or a deduction made from the refund where legally permitted, if the returned item is:
- Used, worn, installed, or modified
- Damaged, scratched, or affected by odours, stains, or marks beyond reasonable inspection
- Missing parts, accessories, tags, inserts, protective films, or original packaging
- Returned outside the applicable return window
- Returned without approval (except via digital withdrawal function)
- Not the same item originally sent
Customers are responsible for any reduction in value caused by handling beyond what is necessary to inspect the nature, characteristics, and functioning of the item, where legally permitted.
8. Statutory Legal Guarantee (EU Consumers)
If you are a consumer in the European Union, you benefit from a mandatory 2-year statutory legal guarantee under EU law (Directive 2019/771/EU on the sale of goods).
Under this guarantee:
- We are liable for any lack of conformity (defects, faults, or goods not as described) that becomes apparent within 2 years of delivery
- If a defect becomes apparent within 1 year of delivery, it is presumed to have existed at the time of delivery, unless we can prove otherwise. Some EU member states extend this reversed burden of proof to 2 years
- You are entitled to request repair or replacement of the goods at no cost, within a reasonable time and without significant inconvenience to you
- If repair or replacement is impossible, disproportionate, or not completed within a reasonable time, you may request a proportional price reduction or a full refund
This statutory guarantee is separate from and in addition to any commercial guarantee we may offer. It cannot be excluded, waived, or reduced by any term in this policy.
Note: Spain (where Pop As Watch™ is based) provides a 3-year statutory guarantee period for new goods under Spanish national law (Royal Legislative Decree 1/2007). Customers purchasing under Spanish jurisdiction may benefit from this extended period.
9. Faulty or Defective Products
If you believe your item is faulty, defective, not as described, or not fit for its ordinary purpose, please contact us at info@popaswatch.com as soon as possible.
Please include:
- Your order number
- A clear description of the issue
- Photos or video showing the issue
- Photos of the product, packaging, and any relevant components
We will review the issue and may request additional information. Depending on the circumstances and applicable law, we may offer repair, replacement, a price reduction, or a full refund.
Damage caused by misuse, incorrect installation, forced fitting, accidental damage, unauthorised modification, normal wear and tear, or use with incompatible products may not be treated as a product defect, where this can be demonstrated.
10. Damaged, Incorrect, or Incomplete Orders
Please inspect your order as soon as it arrives.
If your order arrives damaged, empty, incorrect, defective, or missing one or more items, please contact us within 48 hours of delivery at info@popaswatch.com.
Please include:
- Your order number
- Photos of the outer package and shipping label
- Photos of the inside of the package and all items received
- Photos of any damage or defect
- A clear explanation of the issue
Please keep all packaging materials until the issue has been reviewed.
Reporting outside this 48-hour window, or failure to provide required evidence, may affect our ability to raise a claim with the courier or fulfilment partner. However, nothing in this section limits your statutory rights under EU law for faulty or non-conforming goods, which remain available for the full statutory guarantee period.
11. Exchanges
We do not guarantee direct exchanges.
The fastest way to receive a different item, colourway, or variant is to request a return for the item you have and place a separate order for the new item once your return has been accepted.
In some cases, we may offer an exchange depending on stock availability, product condition, order status, and delivery location. Exchanges are subject to approval and availability.
12. Refund Approval and Processing
12.1 Approval
We will notify you once we have received and inspected your return, and let you know whether your refund has been approved or refused.
Refunds may be reduced where legally permitted if the returned item has lost value due to handling, use, damage, missing parts or packaging, or condition issues caused by you.
12.2 Refund Method
Approved refunds will be processed to the original payment method used at checkout. Under EU law, we cannot substitute your refund with store credit, vouchers, or gift cards without your active and informed agreement.
12.3 Refund Timing
Refunds will be processed:
- Within 14 calendar days of receiving your withdrawal notification (EU right of withdrawal), provided the goods have been returned or evidence of return received
- Within 10 business days of approval for commercial returns under our 30-day policy
Your bank, card issuer, or payment provider may take additional time to post the refund to your account. Refund timing may also be affected by payment provider processing times, fraud checks, or other third-party system delays outside our reasonable control.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at info@popaswatch.com with your order number.
12.4 Payment Gateway and Platform Access
Approved refunds are processed through the relevant payment gateway. Where access to a payment gateway, transaction record, payout balance, or dashboard is temporarily restricted, delayed, or unavailable due to third-party platform issues, we will make reasonable efforts to process the refund as soon as reasonably possible once access is restored.
Pop As Watch™ does not control bank processing times, card network rules, or third-party payment provider review procedures.
Nothing in this section is intended to remove or limit any legal rights that cannot be excluded under applicable consumer law.
13. Non-Returnable Items and Exceptions
Certain items may not be eligible for return under our voluntary commercial policy. This does not affect your statutory rights.
Items excluded from our commercial return policy may include:
- Gift cards
- Digital products
- Products clearly marked as final sale where legally permitted under applicable law
- Products made to order or personalised for you
Important: Under EU law, we cannot refuse a return, cancellation, or refund simply because an item was on sale, discounted, or labelled "final sale". Statutory rights apply regardless of the purchase price or promotional status of the item.
Sale items are accepted for return under our standard commercial return policy unless clearly stated otherwise and only where a return exclusion is lawfully permitted.
14. Refused Deliveries and Failed Delivery Returns
Refusing delivery does not automatically cancel an order or guarantee a full refund.
If you refuse delivery, fail to collect a package, provide an incorrect or incomplete address, do not respond to courier requests, or fail to pay applicable customs duties, import taxes, VAT, or local charges, the package may be returned, delayed, held, or disposed of by the carrier.
In these cases, return shipping costs, customs charges, handling fees, storage fees, or additional delivery costs may be deducted from any refund where legally permitted.
EU consumers: if you are exercising your statutory right of withdrawal, refusing delivery is an acceptable method of returning goods. In this case, your statutory right to a full refund (including outbound standard delivery) applies, subject to any deduction for diminished value caused by handling beyond reasonable inspection.
15. Chargebacks and Payment Disputes
If you have a question or issue with an order, product, delivery, return, or refund, please contact us first at info@popaswatch.com. We will do our best to resolve the issue quickly and in accordance with this policy and applicable law.
Submitting a chargeback or payment dispute without first contacting us may delay resolution.
We reserve the right to provide order records, shipping information, tracking details, delivery evidence, customer communications, return records, refund records, and other relevant evidence to payment providers, card networks, banks, fraud prevention services, or legal authorities where necessary.
16. Operational or Platform Disruption
Returns, refund handling, cancellation processing, and payment processing may occasionally be affected by third-party platform restrictions, payment provider reviews, system outages, fulfilment disruption, or other events outside our reasonable control.
Where this happens, Pop As Watch™ will make reasonable efforts to review affected orders, communicate updates, and resolve issues as soon as reasonably possible.
Such events do not automatically cancel an order, void a transaction, or create an immediate right to a refund unless required by applicable law or our published policies.
Nothing in this section is intended to remove or limit any statutory rights that cannot be excluded under applicable consumer law.
17. Late or Missing Refunds
If you have not received an approved refund, please:
- First, check your bank account or payment method again
- Contact your credit card company, bank, or payment provider, as it may take time before a refund is officially posted
If you have done this and more than 15 business days have passed since we approved your refund, please contact us at info@popaswatch.com with your order number.
18. How to Contact Us
For return requests, withdrawal notices, refund questions, damaged items, defective products, cancellation requests, or any other issue:
Email: info@popaswatch.com
Phone: +1 787 952 4252
Mailing address: Carrer Saint Tropez 4, PO Box 9338, 03730 Alicante, Spain
Please include your order number whenever contacting us so we can assist you as quickly as possible.
Pop As Watch™ | www.popaswatch.com