RETURNS AND EXCHANGES POLICY

You have the right to cancel the contract created by our written order confirmation before the order is shipped and you receive confirmation of shipment. After the order has been shipped, you are also able to request a return without giving any reason thirty (30) days from the day on which you acquire, or someone you nominate (other than the carrier) acquires, physical possession of the products in your order.

To cancel the contract or request a return of your product(s), you can contact our Client Relations Center and follow the instructions that will be given to you, or you can send us in writing an unequivocal statement such as a letter or e-mail to: customerservice.my@cartier.com or Richemont Luxury (Malaysia) Sdn Bhd, Level 31, Menara AIA Sentral, No. 30 Jalan Sultan Ismail, 50250 Kuala Lumpur, MALAYSIA.

Products that have been purchased through the Sales Channels may only be returned to our Cartier e-boutique distribution center at the address of our Returns Department, as provided in our FAQs section through our Client Relations Center, in accordance with these Conditions of Sale.

Products that have not been purchased through the Sales Channels may NOT be returned to our e-boutique distribution center.

To return a product to our e-boutique distribution center, you must follow the steps mentioned below:

1. Call the Client Relations Center.
2. You must use our pick-up service and agree on a pick-up date with our logistics partner. You may be asked at this stage to provide information about the product for us to make a first assessment of the condition of this product;
3. The Client Relations Center will send you a return form by e-mail or ask you to complete the return form that was enclosed with your product delivery;
4. Please fill out the required information on the return form and sign it;
5. You must include in the delivery package, the completed return form along with the product, all its accessories, any free items you received as part of your order, the Service Guide, the warranty card and all other documents, in their original box;
6. Please seal the delivery package and affix the pre-paid airway bill received with your purchase; and
7. Our logistics partner will pick-up the sealed delivery package on the agreed date.

You must keep a proof of return shipment, and we accept no liability in the event that such proof cannot be produced. Only merchandise received by our Cartier e-boutique distribution center will be eligible for a refund. If you decide to use a different logistics partner than the one provided by us, the risk of loss or damage to the product during transit shall remain with you until the product is in our possession.

You will not be able to return the product to a Cartier retail boutique in the country where your product was delivered. Please refer to our FAQs or call the Client Relations Center for further details.

We will verify that the returned product satisfies the conditions of the Returns and Exchanges Policy and, if so, then proceed with the applicable refund or exchange.

Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original Cartier box and delivery package, including all accessories, sales receipts and documents. For example, timepiece bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.

If you have received free items as part of your order, they must be returned with the products.

All returns will be subject to strict Quality Control (“QC”) by us to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you. If the returned product satisfies QC, we will proceed with the applicable refund or exchange.

Failure to comply with these Conditions of Sale will entitle us to refuse the returned product and send it back to you, at your own cost.

Orders for products that have been personalized in any way or otherwise made for you with bespoke specifications cannot be cancelled and such products cannot be returned to us for exchange or refund. This includes, without limitation, products that have been engraved or embossed.

Writing instruments that have been filled with ink, as well as bottles and refills that have been opened, cannot be returned to us.

Please note, fragrance and aerosols are final sale and may not be returned.

You may return a product purchased through the Sales Channels for refund, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.

Only the buyer will be entitled to receive a refund of the purchase price. In no event will a person who has received the product as a gift (i.e. a “Gift Recipient”) be entitled to receive a refund. If you are a Gift Recipient and wish to return a product, please contact the Client Relations Center to discuss your options.

If the return complies with these Conditions of Sale, we will use commercially reasonable endeavours to refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within fourteen (14) days after receipt of the returned item by the Cartier e-boutique distribution center. If you are returning a product purchased via the Sales Channels to a Cartier retail boutique, you will be entitled to receive boutique merchandise credit. No cash or card refunds will be issued in respect of a return to a Cartier retail boutique. Boutique merchandise credits can only be applied to products purchased in a Cartier retail boutique and cannot be applied to products purchased through the Sales Channels. Please refer to our FAQs section or contact the Client Relations Center for further details.

You may return a product purchased through the Sales Channels for exchange with another Cartier product, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.

In any event, the sale of the returned product will be cancelled and a new order for the product ordered must be placed.

Should a product be returned for exchange to the Cartier e-boutique distribution center with a product of same value, the individual making the return will be entitled to exchange it via the Sales Channel. In the event that the exchange product is of lower or higher value, the sale of the returned product will be cancelled, refunded in full via the original means of payment and a new order and payment for the new product must be placed by you.

Should a product be returned for exchange to a Cartier retail boutique with a product of same value, the individual making the return will only be entitled to receive a merchandise credit. Boutique merchandise credits can only be applied to products purchased in a Cartier retail boutique and cannot be applied to products purchased through the Sales Channels.

If a product is returned for exchange with a more expensive product, you will have to pay the price difference in the Cartier retail boutique.