Refund policy

At Poviko, every watch is designed to be easy to wear, easy to read, and easy to live with. If something isn't right with your order, we want to make that just as straightforward to resolve. Below you'll find everything you need to know about returns, refunds, and exchanges.

Return Window

We accept returns within 30 days of the date your order is delivered. If 30 days have passed since delivery, we are unfortunately unable to offer a refund or exchange.

To be eligible for a return, your watch must be unused, unworn, and in its original condition and packaging — exactly as you received it.

How to Initiate a Return or Exchange

To begin the process, please submit your request through our dedicated page:

Request a Change, Refund, or Exchange →

Alternatively, you can reach us directly by email at support@poviko.com or by phone at +44 7418 608259. Our team is available Monday–Friday, 9:00 AM – 6:00 PM (GMT), and we aim to respond to all enquiries within 48 hours.

Please include your order number, the item you're returning, and the reason for your return when you get in touch — this helps us resolve things quickly and without unnecessary back-and-forth.

Return Scenarios

Change of Mind

If you've changed your mind about your purchase, you're welcome to return your watch within 30 days of delivery, provided it is unworn and in its original packaging. In this case, return shipping costs are the responsibility of the customer. We recommend using a tracked shipping method, as we cannot be held responsible for items lost in transit on the return journey.

Damaged Items

If your watch arrives damaged, please contact us immediately — within 48 hours of delivery if possible — via our returns and refund request page or at support@poviko.com. Please include a photograph of the damage and your order number. In this case, Poviko will cover all return shipping costs in full.

Wrong Item Received

If you received the wrong watch — a different style, dial colour, or strap than what you ordered — we sincerely apologise. Please reach out to us and we will arrange the correct item to be sent to you along with a prepaid return label. Return shipping is entirely at our cost when an error has been made on our end.

Defective Items

Our watches are quality-checked before dispatch, but if you experience a defect — such as a movement issue, strap fault, or finishing problem — within the 30-day window, we will gladly arrange a replacement or full refund. Poviko covers return shipping for all verified defective items. Please contact us with your order details and a description or photo of the issue so we can assess and resolve it promptly.

Items That Never Arrived

If your order hasn't arrived within the estimated delivery window — UK: 10–13 business days; US: 5–9 business days; Australia and Rest of World: 13–17 business days — please allow a small buffer for carrier delays before contacting us. If your order is significantly overdue, get in touch at support@poviko.com with your order number and we will investigate with the carrier on your behalf. Where an item is confirmed lost in transit, we will issue a full refund or resend your order at no additional cost.

Refunds

Once your return is received and inspected, we will notify you of the outcome. Approved refunds are issued to your original payment method and typically processed within 5–10 business days from the date we receive and confirm your return. Depending on your bank or payment provider, it may take a few additional days for the funds to appear in your account.

There are no restocking fees on any returns.

Non-Returnable Items

The following items are not eligible for return or refund:

Watches that have been worn, resized, or altered after delivery
Items returned without their original packaging
Orders returned after the 30-day return window has passed
Gift cards or store credits

Exchanges

If you'd like to exchange your watch for a different style, size, or finish, please visit our exchange request page and submit your request within 30 days of delivery. We'll do our best to accommodate your preference, subject to availability.