Refund policy

Effective date: November 14, 2026

This Return and Refund Policy applies to purchases made on the Ridge & Rook Watch Co. online store, operated by BVQ DIGITAL LLC, 8200 NW 41st Street, 2nd Floor, Doral, Florida 33166, United States (“Ridge & Rook”, “we”, “us”). Questions about returns and refunds can be sent to support@ridgeandrook.com.

At a glance

  • 45 days from delivery to request a return for any reason.
  • Exchanges for another colour, model or strap width, with the replacement shipped free.
  • Refunds to your original payment method within 5 business days of your return arriving and being checked.
  • Damaged, faulty or incorrect items: tell us within 14 days of delivery and we cover shipping both ways.
  • After those 14 days, every watch is covered by our 2-year international warranty.

1. Returns for a change of mind

If you are not completely happy with your purchase, you can request a return within 45 days of the delivery date shown in the carrier’s tracking. Once your return is approved, please ship it within 14 days.

To be accepted for a full refund, the item must be:

  • unworn, with any protective films still in place;
  • in its original box, with everything it was shipped with (pouch, booklet, warranty card, tags, spare links or tools, where included);
  • for straps and accessories: unused, unadjusted and uncut;
  • free of scratches, marks, odours or alterations.

2. Items that cannot be returned for a change of mind

  • Gift cards.
  • Straps that have been worn, adjusted or cut.
  • Items clearly marked as “final sale” at the time of purchase.

These exclusions never apply to items that arrive damaged, faulty or incorrect (see section 7).

3. How to start a return or exchange

  1. Email support@ridgeandrook.com with your order number, the item you want to return and whether you would like a refund or an exchange.
  2. We reply within one business day. Once our warehouse has confirmed the return, usually within 2 business days, we send you the return authorization, the return address and packing instructions.
  3. Pack the item in its original box, inside a sturdy shipping box, and include a note with your order number.
  4. Send it with a tracked service and email us the tracking number.

Parcels sent without a return authorization, or to an address other than the one we provide, may be delayed or cannot be processed. We recommend insuring the parcel for its full value, as we cannot be responsible for returns lost in transit without tracking.

4. Return shipping costs

  • Change of mind: return shipping is paid by you and is not refundable.
  • Damaged, faulty or incorrect items: we cover return shipping, either with a prepaid label or by reimbursing your tracked shipping cost.

Returns are sent to our fulfilment partner’s warehouse in Asia, or to another address we confirm with your return authorization. Because the parcel travels internationally, return postage usually costs more than a domestic parcel; you receive the address before you ship, so you can check the price first. For international returns, please declare the parcel as returned merchandise. Any fees charged by your local postal service or customs authority to send the parcel back are your responsibility, except for damaged, faulty or incorrect items.

5. Exchanges

You can exchange an eligible item for another colour, model or strap width within the same 45-day window. You pay to send the original item back; once it arrives and passes our check, we ship the replacement to you free of charge, with tracking.

  • If the new item costs more, we send you a secure payment link for the difference before it ships.
  • If it costs less, we refund the difference to your original payment method.
  • Exchanges depend on availability. If the item you want is out of stock, we refund the original item in full instead.

6. Refunds

We check every return when it arrives. Approved refunds are issued within 5 business days of arrival, to the original payment method, and we confirm by email. Your bank or card issuer may then take a further 5–10 business days to show the credit.

Your refund includes:

  • the price paid for the returned item, after any discount applied to it. Duties and taxes are already included in that price.

Shipping is free on every order, so there is no shipping fee to refund. If a carrier asked you to pay import charges on delivery, we reimburse them as described in our Shipping Policy. Refunds are issued in the currency you paid in; we are not responsible for exchange-rate differences or fees charged by your bank.

Returns that do not meet the conditions

If a returned item shows signs of wear, scratches, missing packaging, missing accessories or removed protective films, we may apply a partial refund of up to 20% of the item price to cover reconditioning or replacement parts. Before applying any deduction, we email you photos and the amount. You can accept the partial refund or ask us to send the item back to you at your own shipping cost. Items damaged by misuse, accidents or third-party repairs cannot be refunded and will be returned to you at your cost.

7. Damaged, faulty or incorrect items

Every order is checked against your order details before it ships, but if your item arrives damaged, faulty or is not what you ordered, please email us within 14 days of delivery with:

  • your order number;
  • clear photos or a short video of the issue;
  • photos of the outer box and shipping label, if the parcel was damaged in transit.

You can choose a replacement or a full refund, and we cover shipping both ways. In some cases we may ask you to keep or dispose of the item instead of sending it back. Issues that appear after 14 days are handled under our 2-year international warranty.

8. Order changes and cancellations

You can change or cancel an order by emailing us within 12 hours of placing it, as long as it has not been dispatched. Cancelled orders are refunded in full to the original payment method. Once an order has been dispatched, it can no longer be cancelled, but you can return it under this policy.

9. Refused, unclaimed or undeliverable parcels

If a parcel is refused on delivery, not collected from the carrier or pickup point, or returned to us because the address provided was incorrect or incomplete, we will, once it is back with us:

  • refund the price of the items, minus only the cost the carrier charges us to return the parcel, which we show you by email before refunding (we never deduct the original shipping, which is free); or
  • at your request, ship it again to a corrected address, with the new shipping cost paid by you.

10. Gifts

If you received an item as a gift, you can exchange it under section 5. Refunds for gifts are issued to the original purchaser’s payment method.

11. Late or missing refunds

If you have not received a refund after the timeframes above, please check with your bank or card issuer first, as processing times vary. If you still cannot see it, email us at support@ridgeandrook.com and we will send you the transaction reference.

If something is not right with your order, please contact us before opening a dispute with your bank or payment provider; we resolve most issues within one business day.

12. Your statutory rights

This policy is in addition to, and does not limit, any rights you have under the consumer laws of your country. If you live in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days of delivery without giving a reason; our 45-day return window includes and extends that period. Where those laws require it, refunds are made within 14 days of receiving the item back or proof that you have sent it, whichever comes first.

13. Contact

BVQ DIGITAL LLC, trading as Ridge & Rook Watch Co.
8200 NW 41st Street, 2nd Floor
Doral, Florida 33166
United States
Email: support@ridgeandrook.com

We reply within one business day, Monday to Friday.