Refund policy

Return & Refund Policy

Last updated: September 15, 2026

1. Overview

Northaven ("Northaven," "we," "us," or "our") is a retailer of luxury timepieces operated by RONDINELLI PATRIX SILVA TOLEDO, 11 Fernando Mauricio Street, Lisbon, Lisbon 1950-447, Portugal. This Return & Refund Policy (the "Policy") describes the conditions under which you may cancel an order, return a product, request an exchange, or obtain a refund.

This Policy applies to all purchases made through our online store and shipped to addresses within the United States. It forms part of our Terms of Service. By placing an order with Northaven, you confirm that you have read, understood, and agreed to this Policy.

Nothing in this Policy limits or waives any right you may have under applicable federal or state consumer protection law.

2. Policy at a Glance

Return window: 30 calendar days from the date of delivery.
Condition required: Unworn, unused, and complete, with all protective films, tamper-evident tags, packaging, and documentation intact.
Return authorization: Required before shipping any item back to us.
Return shipping: Paid by the customer for change-of-mind returns; paid by Northaven for defective, damaged, or incorrect items.
Restocking fee: None for returns that meet the conditions of this Policy.
Refund method: Original method of payment only.
Refund processing: Issued within 3 business days of approval; typically posts to your account within 5–10 business days.
Order cancellation: Free of charge within 12 hours of purchase, provided the order has not entered fulfillment.
Limited warranty: 24 months against manufacturing defects.

3. Delivery Times and Your Right to Cancel a Delayed Order

Estimated delivery time is 8 to 30 business days from the date your order is confirmed. Business days are Monday through Friday, excluding public holidays. This estimate accounts for order verification, quality inspection, handling, international transit, and customs clearance, and does not include delays outside our reasonable control.

In accordance with the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435), if we are unable to ship your order within the timeframe stated at checkout, we will notify you promptly, provide a revised shipping estimate, and offer you the choice of consenting to the delay or canceling your order for a full refund. If you do not respond to a delay notice, we will cancel the order and refund you in full.

4. Return Eligibility

You may request a return for any reason, including change of mind, within 30 calendar days of delivery, provided that all of the following conditions are met:

The timepiece is in new, unworn, and unaltered condition, free of scratches, marks, sizing adjustments, odors, or any other sign of use.
All protective films, plastic seals, and tamper-evident or authenticity tags remain attached and undamaged. Removal of the authenticity tag voids eligibility for return.
The item is returned with all original components, including the presentation box, outer packaging, instruction manual, warranty card, spare links, tools, and any accessories or complimentary items supplied with the order.
Bracelet links have not been removed, resized, or adjusted, and no straps have been swapped or modified.
A Return Merchandise Authorization (RMA) has been issued by Northaven prior to shipment.
The return is postmarked within 7 calendar days of the date the RMA was issued.

We recommend that you try the timepiece on over a soft surface, such as a cloth or carpet, and avoid wearing it outdoors or in contact with water until you are certain you wish to keep it.

5. Non-Returnable Items

The following are not eligible for return or refund, except where the item is defective, damaged in transit, or materially different from its description:

Engraved, monogrammed, bespoke, or otherwise personalized timepieces.
Items that have been worn, sized, serviced, opened, or repaired by the customer or any third party.
Items returned without the authenticity tag, original packaging, or required documentation.
Gift cards and digital products.
Items expressly designated as "Final Sale" on the product page at the time of purchase.
Items returned after the 30-day return window has closed, or returned without a valid RMA.

6. How to Request a Return

Email help@northavencompany.com with the subject line "Return Request." Include your order number, the full name used on the order, the item or items you wish to return, and the reason for the return.
For damaged, defective, or incorrect items, attach clear photographs of the product, the authenticity tag, and the shipping packaging.
Our team will review your request and respond within 2 business days. If approved, we will issue an RMA number together with the correct return address and packing instructions.
Pack the item securely in its original packaging, include a copy of the RMA confirmation inside the parcel, and write the RMA number clearly on the outside of the shipping box.
Ship the parcel within 7 calendar days of receiving your RMA and send us the tracking number by email.

Returns sent without a valid RMA number, or sent to an address other than the one provided by our team, cannot be processed, refunded, or returned to sender. Please do not use the corporate address listed in Section 1 as a return address unless we have expressly instructed you to do so.

7. Return Shipping, Insurance, and Risk of Loss

Change-of-mind returns: You are responsible for return shipping costs, and for any duties, taxes, or brokerage fees associated with the return shipment.
Our error: If the item is defective, damaged in transit, or not the item you ordered, Northaven covers all return shipping costs and will provide a prepaid shipping label or reimburse documented shipping expenses.
Insurance: Because of the value of our products, all returns must be shipped using a trackable, fully insured service with signature confirmation. The declared value must equal the amount paid for the item.
Risk of loss: Title and risk of loss for a returned item remain with you until the parcel is received and signed for at our returns facility. Northaven is not responsible for returns lost, stolen, or damaged in transit, and uninsured returns that are lost cannot be refunded.

8. Inspection, Authentication, and Partial Refunds

All returned timepieces undergo a technical and authenticity inspection by our quality team. Inspection is normally completed within 5 business days of receipt. We will notify you by email once the inspection is complete and your refund has been approved or declined.

If a returned item does not meet the conditions set out in Section 4, we may, at our discretion and after notifying you:

Issue a partial refund reflecting the reduced value of the item, of up to 25% of the purchase price, for missing accessories, missing packaging, or minor signs of handling; or
Decline the refund and return the item to you at your expense. If we are unable to reach you within 30 calendar days of our notice, the item may be held at our facility at your cost or disposed of.

Any deduction will be itemized and explained in writing before it is applied. If a returned item is found not to be the item originally shipped, we will report the matter to the relevant payment provider and, where appropriate, to law enforcement.

9. Refunds

Method: Refunds are issued exclusively to the original method of payment. We cannot refund to a different card, account, or person.
Timing: Approved refunds are submitted within 3 business days of approval. Depending on your bank or card issuer, the funds typically appear on your statement within 5 to 10 business days. Northaven does not control this posting period.
Original shipping charges: Any shipping charges paid at checkout are refunded in full when the return results from our error or from a canceled or delayed order. For change-of-mind returns, shipping charges are non-refundable.
Duties and taxes: Import duties, customs charges, and brokerage fees paid to third parties are not refundable by Northaven. Where such charges are recoverable, you may apply directly to the relevant customs authority or carrier.
Promotions and free gifts: If a return causes an order to fall below the threshold for a discount, free gift, or free shipping offer, the value of that benefit will be deducted from the refund unless the promotional item is also returned.
Store credit: Store credit or a replacement is offered only where you request it. You are never required to accept store credit in place of a refund you are entitled to under this Policy.

10. Exchanges

We are pleased to exchange an eligible item for a different model, size, or color within the 30-day return window, subject to availability. Request an exchange using the process in Section 6 and indicate the item you would prefer. Any price difference will be charged or refunded accordingly. Exchange shipments are subject to the standard delivery estimate of 8 to 30 business days. Exchanges arising from a defective, damaged, or incorrect item are processed at no cost to you.

11. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your timepiece arrives damaged, defective, or is not the item you ordered, contact help@northavencompany.com within 7 calendar days of delivery, including your order number, photographs of the item and its packaging, and a description of the issue.

Once verified, you may choose a free replacement, a free repair where appropriate, or a full refund including all original and return shipping costs. We will provide a prepaid, insured return label for these cases. Reporting after 7 days does not by itself extinguish your rights, but it may limit our ability to make a carrier or supplier claim on your behalf.

12. Order Cancellations and Address Changes

Orders may be canceled free of charge within 12 hours of purchase, provided the order has not yet entered fulfillment. Email help@northavencompany.com with the subject line "Cancel Order" and your order number.
After fulfillment has begun, cancellation is no longer possible. You may refuse delivery or return the item under Section 4 once it arrives.
Shipping address corrections can normally be made within 12 hours of purchase. Once a parcel has shipped, the address cannot be changed. Northaven is not responsible for orders lost as a result of an incorrect or incomplete address supplied at checkout.
Orders refused at delivery or returned to us as undeliverable due to customer error will be refunded less the outbound and return shipping costs actually incurred.

13. Lost, Stolen, or Undelivered Shipments

All Northaven shipments are trackable, insured, and require a signature on delivery. If tracking shows your parcel as delivered but you have not received it, please check with other members of your household and your building management, then contact us within 7 calendar days of the delivery scan. We will open an investigation with the carrier, which generally takes 7 to 15 business days. If the parcel is confirmed lost or the carrier claim is upheld, we will send a replacement or issue a full refund at your choice.

If tracking shows no movement for 15 consecutive business days, contact us and we will investigate and, where appropriate, reship or refund your order.

14. Limited Warranty

Northaven timepieces are covered by a 24-month limited warranty from the date of delivery against defects in materials and workmanship under normal use. This is a written warranty within the meaning of the Magnuson-Moss Warranty Act (15 U.S.C. § 2301 et seq.).

During the warranty period, we will repair or replace a defective timepiece, or refund it if repair and replacement are not reasonably available, at no charge to you. The warranty does not cover normal wear and tear; battery replacement; scratches to the case, crystal, or bracelet; damage from accident, misuse, neglect, moisture beyond the stated water resistance rating, or exposure to chemicals; or any timepiece opened, altered, or serviced by an unauthorized party. To make a warranty claim, contact help@northavencompany.com with your order number and photographs of the defect.

Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. This warranty gives you specific legal rights, and you may also have other rights that vary from state to state.

15. Gifts

If you received a Northaven timepiece as a gift and it meets the conditions in Section 4, you may return it for store credit in the value of the item. If the order is returned by the original purchaser, the refund is issued to that purchaser's original method of payment.

16. Payment Disputes and Chargebacks

We ask that you contact us before initiating a chargeback or payment dispute. Most issues are resolved quickly and directly. Under the Fair Credit Billing Act (15 U.S.C. § 1666), you retain the right to dispute billing errors with your card issuer, generally within 60 days of the statement on which the charge appears, and nothing in this Policy restricts that right. Where a dispute is filed for an order that was delivered as described, we will provide the payment processor with tracking, delivery confirmation, and signature records.

17. Your Rights Under State Law

This Policy is conspicuously posted on our website and is presented to you prior to the completion of every purchase, consistent with California Civil Code § 1723, New York General Business Law § 218-a, and comparable statutes in other states. Certain states grant consumers additional or non-waivable rights, including rights relating to refunds, warranties, and gift cards. Where any provision of this Policy conflicts with a mandatory provision of the law of your state of residence, that law prevails and the remainder of this Policy continues in force.

18. Changes to This Policy

We may update this Policy from time to time to reflect changes in our practices or in applicable law. The version in effect on the date your order is placed governs that order. The "Last updated" date at the top of this page indicates when the current version took effect.

19. Contact Us

Our customer care team is available Monday through Friday and responds to all inquiries within 2 business days.

Northaven
Email: help@northavencompany.com
Registered business: RONDINELLI PATRIX SILVA TOLEDO
11 Fernando Mauricio Street
Lisbon, Lisbon 1950-447
Portugal

Please note that the address above is our registered business address and is not a returns address. Return addresses are issued individually with each Return Merchandise Authorization.