Refund policy
We want you to be genuinely happy with your Paula Reis watch. If it is not right for you, you can send it back. This page explains exactly how, and what your rights are.
1. Your right to change your mind — 30 days
If you are a consumer in the European Union, the law gives you 14 calendar days from the day you receive your order to withdraw from your purchase, without giving any reason and without penalty.
We extend this to 30 calendar days. You have 30 days from the day your order is delivered to tell us you want to return it.
This right applies to every item, including items bought at a discounted or promotional price.
2. How to return an item
- Email us at info@paulareiswatches.com within 30 days of delivery, with your order number and the item you wish to return. You may use the model withdrawal form in section 7, but you are not obliged to — a clear statement is enough.
- We will reply within 24–48 hours with your return authorisation and the return address to use for your parcel.
- Send the item back within 14 days of telling us, in its original packaging and in the condition you received it, with all straps, tools, boxes and documentation included.
- We strongly recommend a tracked shipping service. Until the parcel reaches us, it remains your responsibility, and without tracking we cannot help if it is lost.
Please request the return address from us before sending anything back. The address to use depends on your order, so we send it to you together with your return authorisation. Unannounced returns cannot be traced to your order and may be refused or delayed.
3. Who pays for return shipping
If you changed your mind: you pay the cost of returning the item.
If the item is faulty, damaged, or not what you ordered: we pay. We will send you a prepaid label or reimburse your return postage — you are never out of pocket for our mistake.
4. Your refund
Once we receive and inspect the item, we email you to confirm. We then refund you within 14 days, to the same payment method you used to pay. Your bank may take a few additional days to display the credit.
We refund the full price of the item plus the standard delivery cost you originally paid. If you chose a more expensive delivery option than our standard one, we refund the standard rate.
We may reduce the refund if the item has been handled more than was necessary to establish its nature, characteristics and functioning — in other words, you can try the watch on as you would in a shop, but a visibly worn, scratched or damaged watch may be refunded in part.
5. Exchanges
Want a different model, colour or strap? Email info@paulareiswatches.com. The simplest route is usually to return the original item for a refund and place a new order, so you are not waiting on stock — but tell us what you would like and we will arrange whichever is quicker for you.
6. Faulty items and your legal guarantee
Separately from the return right above, Spanish and EU law gives you a legal guarantee of conformity of 3 years from delivery. If your watch develops a fault that was present at delivery, you are entitled to have it repaired or replaced free of charge, or — where that is not possible or proportionate — to a price reduction or a refund.
To make a claim, email info@paulareiswatches.com with your order number, a description of the problem and photographs or a short video. We will tell you the next step within 48 hours. This guarantee is free of charge and does not affect any other right you have by law.
It does not cover normal wear (strap ageing, surface scratches from everyday use), damage caused by misuse, accident, unauthorised repair, or water exposure beyond the water resistance rating stated on the product page.
7. Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract. Using it is optional.)
To Paula Reis Watches, info@paulareiswatches.com:
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on: __________
Order number: __________
Name of consumer: __________
Address of consumer: __________
Signature (only if this form is notified on paper): __________
Date: __________
8. Exceptions
The right of withdrawal does not apply to gift cards, or to goods made to your personal specifications or clearly personalised (for example a custom engraving). Everything else in our catalogue is returnable under the terms above.
9. Questions
Email info@paulareiswatches.com or call +34 663 59 14 61 — we reply within 24–48 hours on working days.
Last updated: 16 September 2026