Refund policy

At iLA Styles, we want every customer to receive their watch in perfect condition and have a smooth shopping experience. We carefully inspect and pack our products before dispatch. However, if there is an issue with your order due to an error or fault on our side, we are committed to resolving it fairly.

1. Returns, Refunds & Exchanges

We offer returns, refunds, and exchanges when the issue is caused by iLA Styles.

Eligible situations include:

The watch arrives broken or damaged.
The dial is damaged upon delivery.
The watch is not functioning properly upon arrival.
The strap arrives damaged, defective, or in an unacceptable condition.
The customer receives a wrong product or wrong watch.
The customer receives a parcel that is damaged or contains an incorrect item due to an error on our side.

In such cases, the customer may request a replacement, exchange, or refund, subject to inspection and approval by our team.

2. 48-Hour Reporting Requirement

If you receive a watch that is damaged, broken, defective, or incorrect, you must contact iLA Styles within 48 hours of receiving the parcel.

To report the issue, please contact us through WhatsApp and provide:

Your Order Number
Clear pictures of the watch
Clear pictures of the packaging/parcel
A short video showing the issue, where applicable
A brief description of the problem

Please contact us as soon as possible after receiving your order so that we can assist you promptly.

Important

If a damaged, broken, defective, or incorrect item is not reported within 48 hours of delivery, the return, refund, or exchange request may not be accepted.

3. Condition Required for Return

If a return is approved, the product must be returned:

Unused
In its original condition
With the original packaging
With all accessories/items that were included with the order
Properly packed to prevent further damage during return shipping

The customer should not use, alter, repair, open, or otherwise modify the watch before returning it.

Once the returned parcel reaches us, our team will inspect the product and packaging.

After inspection confirms that the issue is eligible under this policy, we will proceed with the approved refund, replacement, or exchange.

4. Damage or Issues Caused by the Customer

Once the customer receives the parcel in good condition, the customer is responsible for taking proper care of the watch.

We do not accept returns, refunds, or exchanges for damage caused after delivery due to:

Dropping the watch
Accidental impact
Mishandling
Scratches or dents caused during use
Breaking or damaging the watch by the customer
Improper handling or storage
Unauthorized opening or repair
Any other customer-caused physical damage

Such damage is considered the customer's responsibility and is not eligible for return, refund, or exchange.

5. Change of Mind & Order Cancellation

If you change your mind after placing an order and want to cancel or request a change/replacement, please contact iLA Styles before your order is dispatched.

If the cancellation or change is requested before dispatch, we will try our best to accommodate your request.

Once the order has been dispatched, cancellation or changes may no longer be possible.

If an order has already been dispatched and the customer requests cancellation or refuses/returns the parcel due to a change of mind, applicable delivery/shipping charges will be the customer's responsibility.

6. Refunds

If a refund is approved because the issue was caused by iLA Styles, the refund will be processed after the returned product has been received and inspected.

Refunds may be issued according to the applicable payment method and our internal processing procedure.

If the customer is eligible for a replacement or exchange instead, our team will coordinate the replacement after completing the required inspection.

7. Replacement & Exchange

Where the issue is caused by iLA Styles, the customer may request a replacement or exchange.

Depending on product availability, we may:

Replace the same watch/model;

Provide an alternative product where mutually agreed; or

Process an eligible refund.

The final resolution will be determined after inspection of the returned product and confirmation of the issue.

8. One-Year Machine Warranty

iLA Styles provides a 1-Year Machine Warranty.

This warranty covers the watch machine/movement only.

The warranty applies to genuine machine-related issues that occur during the warranty period under normal use.

The machine warranty may cover:

The watch machine/movement stops working.
Internal machine malfunction.
Other genuine movement-related issues that prevent the watch from functioning normally.

The machine warranty does NOT cover:

Scratches
Dents
Broken glass
Physical or accidental damage
Water or liquid damage
Damage caused by dropping or impact
Customer-caused damage
Strap damage caused by misuse or accidental damage
Damage caused by unauthorized opening, repair, or modification
Normal wear and tear
Any issue unrelated to the watch machine/movement

Please note: The 1-Year Warranty is specifically a machine/movement warranty and should not be confused with the 48-hour delivery-damage return/exchange policy.