Refund policy

Refund & Return Policy

Effective Date: September 30, 2026

We want you to be happy with your watch. If it isn't right, here is exactly how returns work.

Damaged, defective or wrong item

If your watch arrives damaged, doesn't work, or isn't what you ordered, email us within 7 days of delivery with photos of the watch and the packaging. We'll take it from there — in most cases photos are enough and you won't need to ship anything back. If we do need the watch returned, we send you a prepaid return label at our cost.

Either way, you get a replacement or a full refund, whichever you prefer. No restocking fee applies.

Because replacements ship from our partner warehouse in Germany, allow 2–4 weeks for a replacement to arrive. If you'd rather not wait, ask for a refund instead and we'll process it right away.

Change of mind

If you simply decide the watch isn't for you, you can return it within 14 days of delivery. A 15% restocking fee applies, and you pay the return shipping.

To be accepted, the watch must be:

• Unworn, with no scratches, marks or signs of use
• In its original packaging, with all tags, protective film and accessories included
• Not resized — bracelets that have had links removed cannot be returned

We strongly recommend a tracked, insured shipping service — we can't refund a watch that is lost on its way back to us.

Where returns go

Returns come to us in Staten Island, New York — not to an overseas warehouse. You are shipping domestically, to a real address, and a real person handles it.

How to start a return

1. Email info@VaianaExpress.com with your order number and the reason for the return.
2. We will reply with return instructions and the return address.
3. Please don't send a watch back before contacting us — returns without an approved request may be delayed.

Cancellations

You can cancel your order within 1 hour of placing it from your order confirmation or account page. After that, your watch is already being prepared for shipment from Germany and the order can no longer be canceled — but you can still return it under the terms above.

Refunds

Once your return arrives and passes inspection, we issue your refund to your original payment method within 7 business days, less any restocking fee that applies. Your bank or card issuer may take a few extra days to show it.

Exchanges

The fastest way to exchange is to return the original watch and place a new order for the one you want. If you exchange because the watch was damaged, defective or wrong, no restocking fee applies.

Warranty

Every watch is covered by a 2-year VaianaExpress warranty against manufacturing defects, handled directly by us. If your watch develops a fault, email us with your order number and a short video or photos showing the problem. Approved claims receive a replacement.

If the same model is no longer available, we'll offer you a comparable replacement or a full refund.

The warranty does not cover accidental damage, water damage beyond the watch's rated water resistance, normal wear to straps and bracelets, battery replacement, or damage from repairs made by anyone other than us.

Contact us

Email: info@VaianaExpress.com
Call or text: 929-322-8781
194 Woehrle Ave, Staten Island, NY 10312