These General Terms and Conditions were drawn up in consultation with Trusted Shops and will become operable as of 1st of January 2018.

Holland Watch Group is certified by Trusted Shops and has undertaken to comply with the Trusted Shops code of conduct that can be consulted on .trustedshops.com.

Table of contents:

1 - Information about Holland Watch group (HWG)
2 - Your personal data
3 - Applicability of these general terms and conditions
4 - Applicable law
5 - Our offer
6 - Ordering and the contract
7 - Prices and shipping costs
8 - Payment
9 - Availability and delivery
10 - Liability
11 - Right of withdrawal
12 - Guarantee
13 - Extended Guarantee
14 - Complaints and disputes
15 - Watch Repair and Servicing
16 - Amendments to the general terms and conditions

1 - Information about Holland Watch group (HWG)

This website is managed by Holland Watch Group B.V., trading under the name hollandwatchgroup.com ("we", "us", "our"). Goods that you purchase on this website will be delivered by us. We are registered with the Chamber of Commerce in Rotterdam under number 24350434.
Registered address:
Willebrordusstraat 16
3037 TR Rotterdam, The Netherlands

VAT identification number: NL812354576B01
You can contact us by e-mail at info@hollandwatchroup.com or write us at the above address.

Opening hours Customer Service:
From Monday to Friday from 8 am to 6 pm
 

2 - Your personal data

We will use your personal information in accordance with our privacy statement which you can consult here.

3 - Applicability of these general terms and conditions

3.1 These general terms and conditions apply to every offer made by us and to every distance contract that is realised between us and you.
3.2 If the distance contract is concluded electronically, then, contrary to the previous paragraph, and before the distance contract is concluded, the consumer will be provided with the text of these general terms and conditions electronically, in such a way that the consumer can easily store them on a durable data carrier. If this is not reasonably possible, then before concluding the distance contract, the trader will indicate where the general terms and conditions can be inspected electronically and that at your request they will be sent to you free of charge, either electronically or in some other way.
3.3 In cases where specific product or service-related terms and conditions apply in addition to these general terms and conditions, the second and third paragraphs apply by analogy and the consumer can always invoke the applicable condition that is most favorable to him in the event of incompatible general terms and conditions.

4 - Applicable law

Dutch law has been applied to these conditions. Any agreement for the purchase of goods from this website and all disputes arising in connection therewith are also governed by Dutch law.

5 - Our offer

5.1 The offer contains a complete and accurate description of the products and/or services being offered. The description is sufficiently detailed to enable the consumer to make a proper assessment of the offer. If the trader makes use of illustrations, these will be a true representation of the products and/or services being offered. The trader is not bound by obvious errors or mistakes in the offer.
5.2 If an offer is subject to a limited period of validity or is made subject to conditions, this will be explicitly mentioned in the offer.
5.3 Every offer will contain such information that makes it clear to the consumer what rights and obligations are involved in accepting the offer.

6 - Ordering and the contract

6.1 You can place an order of goods offered to purchase on this website by following the instructions on the screen after clicking on the product you wish to purchase. You will have the opportunity to check your order and change any input errors, until you place your order by clicking the "Checkout" button. By clicking on "Checkout" your order is placed. We confirm the receipt of your order by sending an automatically generated e-mail with which we accept your order. The agreement has been concluded with this e-mail.
6.2 The contract relates exclusively to those specific goods mentioned in our confirmation email of our acceptance of your order. Please read and check this information to ensure that it is correct. If the information in the confirmation e-mail is incorrect, or if you are not satisfied with the details in the e-mail, please contact us via info@hollandwatchgroup.com
6.3 The contractual language is English.
6.4 Where we accept your order, we have a legal obligation to deliver goods that comply with these conditions.
6.5 We provide appropriate technical and organizational measures to secure the electronic transfer of data and we provide a secure web environment. If you pay electronically, we provide appropriate security measures.
6.6 The trader may obtain information – within statutory frameworks – about the consumer’s ability to fulfill his payment obligations, as well as about facts and factors that are important for the responsible conclusion of the distance contract. If that research gives the trader proper grounds for declining to conclude the contract, then he has a right, supported by reasons, to reject an order or application or to bind its implementation to special conditions.
6.7 We guarantee that the products and / or services comply with the agreement, the specifications stated in the offer, the reasonable requirements of soundness and / or usability and the legal provisions existing on the date of the conclusion of the agreement / or government regulations.

7 - Prices and shipping costs

7.1 Information on this website in relation to prices is subject to change by us without prior notice. The prices that are displayed at the time of the order and on the order confirmation are the applicable prices.
7.2 In the rare event that an error or technical malfunction occurs and goods may have been incorrectly priced, we are not obliged to deliver the goods on the basis of this wrong price.
In that case we will either cancel your order and refund the purchase price, or we will contact you with the question whether you want to continue with the order (based on the correct price). If we are unable to contact you or if you do not want to continue with the order (on the basis of the right price), we will cancel your order and refund the price you have already paid. If the correct price of the goods is less than the price quoted, we can proceed with your order (at our discretion) and charge the lower amount upon shipment.
7.3 Unless otherwise stated, all prices are inclusive of VAT (if applicable) but exclude shipping costs.
7.4 Any shipping costs will be reported to you in the shopping basket before you place your order. You can read more about shipping methods and costs here.

8 - Payment

8.1 Purchased products remain our property until they have been paid in full. As soon as the goods have been delivered to you or a third party designated by you, you bear any risk and you are liable accordingly.
8.2 Unless another date is agreed, sums payable by the consumer must be paid within 14 days after the start of the withdrawal period as stipulated in article 6 paragraph 1. In the case of a contract to provide a service, these 14 days start at the moment the consumer receives the trader’s confirmation of the contract.
8.3 When selling products to consumers, the general terms and conditions may never stipulate an advance payment in excess of 50%. Where advance payment is stipulated, the consumer cannot invoke any rights whatsoever in relation to the implementation of the order or service(s) in question before the stipulated advance payment has been made.
8.4 You are obliged to report immediately to the trader any inaccuracies in payment data provided or stated.
8.5 In the event of non-payment on your part, we have the right, subject to statutory limitations, to charge you reasonable costs about which you were informed in advance.

9 - Availability and delivery

9.1 Information on this website regarding availability is subject to change without prior notice. We cannot guarantee the constant availability of the products on this site. All orders are always dependent on the current availability.
9.2 The place of delivery is deemed to be the address that you provide to the company. Delivery will be made on the basis of the information on the product pages after your order has been accepted.
9.3 The company will implement accepted orders with efficient expedition, though at the latest within 30 days, unless a longer period of delivery has been agreed. If delivery suffers a delay, or if the delivery cannot be implemented, or only partially, the consumer will be informed about this at the latest 30 days after the order was placed. In this case, you have the right to dissolve the contract free of charge and a right to possible damages.
9.4 In the event of such dissolution, the trader shall refund you the amount paid as quickly as possible, though at the latest within 30 days after that dissolution.
9.5 In case of unforeseen circumstances (e.g. unfavorable weather conditions, unpredictable delays due to traffic jams, road works, diversions or mechanical faults) we may not be able to deliver the goods within these periods and we are not liable for any delay or failure of the goods if the delay is wholly or partly caused by such circumstances. In the event that a delivery does not take place, we will agree an alternative delivery date with you. We are also not responsible for any delay in the delivery, caused by the unavailability of someone to receive the delivery of the products. It is your responsibility to contact the post office or courier company regarding the goods that could not be delivered because you were not available.
9.6 The risk of damage and/or loss of products rests upon the trader up to the moment of delivery to the consumer or a representative previous designated by the consumer and announced to the trader, unless this has explicitly been agreed otherwise.

10 - Liability

Unless expressly agreed otherwise in the contract, the statutory regulation on liability for defects applies.
Restrictions and shortened terms do not apply to claims based on damage caused by ourselves, our legal representatives or agents:
- in case of damage to life, life or health
- in case of deliberate or grossly negligent breach of duty and in case of bad faith
- in the event of a breach of essential obligations arising from an agreement, the fulfillment of which is indispensable for the proper performance of the agreement and the performance of which the other party can normally rely on the agreement (cardinal obligations)
- in the context of a given guarantee, insofar as agreed.

11 - Right of withdrawal

11.1 When purchasing products, a consumer has the possibility of dissolving the contract, without giving reasons, during the legal limit of fourteen days. At HWG, however, we keep a withdrawal period of 30 days.
In order to exercise your right of withdrawal, you must inform us of your decision to cancel the contract by means of an unequivocal statement (e.g. in writing by post or e-mail). You can use the European model form for withdrawal, but you are not obliged to do so. In order to comply with the withdrawal period, it is sufficient to send your communication regarding your exercise of the right of withdrawal before the withdrawal period has expired.
11.2 The withdrawal period will expire 30 days after the day on which you or a third party designated by you, who is not the carrier, has physically received the goods.
If you have ordered several products in the same order: the day on which you, or a third party designated by you, received the last product. The trader may, provided he has informed the consumer in a clear manner prior to the ordering process, refuse an order of several products with a different delivery time.
If the delivery of a product consists of several shipments or parts: the day on which you, or a third party designated by you, received the last shipment or the last part;
11.3 During the withdrawal period you will treat the product and its packaging with care. You will only unpack or use the product as far as necessary in order to be able to assess whether you wish to retain the product. The basic principle here is that you may only handle and inspect the product as you would be allowed to do in a store.
If you wish to exercise your right of withdrawal, then return the product to the trader, with all associated components, and – in as far as this is reasonably possible – in the original state and packaging, in accordance with the reasonable and clear instructions that were provided by the trader.
11.4 You are only liable for the depreciation of the goods resulting from the use of the goods, which goes beyond what is necessary to determine the nature, characteristics and functioning of the goods.
11.5 You must return the goods to us without delay, but not later than 14 days after the day on which you have notified us. You are on time if you return the goods before the 14-day period has expired.
11.6 You must return the product with all accessories, if reasonably possible in its original state and packaging, and in accordance with the reasonable and clear instructions provided by us.

11.7 You can use our return label to send back the products you ordered, depending on the destination. The cost of the return label will be charged. Please refer to the Returns and Exchanges page for the conditions. If you choose not to use our return label, or if not available, you are generally responsible for paying the direct costs of returning the product, unless we have previously indicated that you do not need to cover these costs.
Read more about our return procedure here.

11.8 If you cancel the contract, you will receive a reimbursement of all payments you have made up to that moment, including delivery costs, without delay and in any case not later than 14 days (7 days in Portugal only) after we have been informed of your decision to withdraw from the contract. If you have opted for a more expensive method of delivery than the cheapest standard delivery, we do not reimburse the additional costs for the more expensive method.
11.9 We will reimburse you with the same payment method with which you made the original transaction, unless you have explicitly agreed otherwise; in any case, you will not be charged for such reimbursement.

12 - Guarantee

Without limitation of your right of withdrawal under article 11 you can return the product to us, eg if the product is not the ordered product, it is damaged or defective or a wrong quantity.
If goods are delivered with visible transport damage, you must immediately report this damage to the deliverer and contact us as soon as possible. If you do not complain or do not contact us, this will not affect your statutory rights and their enforcement, in particular with regard to your legal right to guarantee. But you help us to exercise our own rights vis-à-vis the freight carrier or transport insurance.
As soon as we have confirmed the defect or another problem, we will - at your preference - repair or replace the goods at our expense - if this is within a reasonable period after the sale - unless this is not possible or disproportionately expensive. In this case you will receive a refund of the amount already paid for these goods.
We will keep you informed about the reimbursement within a reasonable period of time. We usually process the request for reimbursement as quickly as possible and in any case no later than 30 days after confirmation by e-mail about the refund for damaged or defective products.
You can read more about the guarantee at HWG here.

13 - Extended guarantee

An extended guarantee is understood to mean every obligation of the entrepreneur, his supplier, importer or producer in which he assigns certain rights or claims to the consumer that go beyond what is legally required in the event that he has failed to fulfill his part of the agreement.
An extra (extra statutory) guarantee provided by the entrepreneur, his supplier, manufacturer or importer never limits the legal rights and claims that you can enforce against the entrepreneur under the contract if the entrepreneur has failed to fulfill his part of the contract.
You can read more about the guarantee at HWG here.

14 - Complaints and disputes

14.1 Complaints submitted to us in writing (or by e-mail) are confirmed within 24 hours of receipt and answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeable longer processing time, you will receive an indication from us within the period of 14 days when you can expect a more detailed answer.

14.2 You must give us at least 4 weeks to resolve the complaint in mutual consultation. If the complaint is not resolved after this period, a dispute arises that is susceptible to dispute settlement.

14.3 The European Commission offers an online dispute resolution platform, which you can find here http://ec.europa.eu/consumers/odr/. Consumers have the opportunity to use this platform for the settlement of disputes.

15 – Watch Repair and Servicing

15.1 Submission and Registration

When a watch is submitted for repair, servicing or inspection, Holland Watch Group B.V. will register a repair request. This registration will include the customer's details, information about the watch and its condition, the work requested, and any relevant additional information.

The customer will receive confirmation of the registration, including a unique repair reference number. All repair and servicing requests are subject to these General Terms and Conditions and any separately agreed repair terms.

15.2 Inspection, Quotation and Repair

If the cost of a repair cannot be determined in advance, an initial inspection may be carried out and a quotation prepared. Any inspection fees and the conditions under which work will be performed will be communicated to the customer when the repair request is accepted.

Where prior approval is required, repair work will only commence once the customer has accepted the quotation.

If a repair is not possible or the customer declines the quotation, the watch will be made available for return, subject to payment of any charges lawfully due.

15.3 Completion Notification and Collection Period

Once the watch is ready for collection, the customer will be notified using the email address and/or telephone number registered with the repair request.

The customer must collect the watch from the designated retail location within six (6) calendar months of the date of the first notification that the watch is ready for collection, unless an alternative return method or collection period has been agreed in writing.

This period also applies where a watch is made available for collection without having been repaired following an inspection.

15.4 Reminders

If the watch has not been collected, Holland Watch Group will send monthly reminders using the contact details provided by the customer.

After five (5) calendar months, the customer will receive a final written reminder explicitly stating that one (1) calendar month remains to collect the watch or make alternative arrangements for its return.

This final reminder will also explain that, if the watch remains uncollected and no alternative arrangements have been made, further measures may be taken regarding its storage, and reasonable costs may be charged to the customer.

15.5 Watches Not Collected After Six Months

If the watch has not been collected within six (6) calendar months and no alternative arrangements have been made, Holland Watch Group may, to the extent permitted by law, discontinue its regular in-store storage and transfer the watch to a professional third-party storage provider.

Once the watch has been transferred to an external storage provider, it will no longer be available through the standard in-store collection procedure. The customer may contact Holland Watch Group to arrange for its return.

Reasonable and documented additional costs relating to storage, administration and necessary transportation arising from the failure to collect the watch may be charged to the customer, provided there is a valid legal or contractual basis for doing so.

15.6 Outstanding Charges and Right of Retention

Holland Watch Group reserves the right, to the extent permitted by law, to exercise a right of retention over a watch until the customer has paid any outstanding repair charges or other qualifying amounts that have become due and payable.

15.7 Ownership and Potential Disposal

The watch remains the property of its lawful owner. Expiry of the collection period does not automatically result in the transfer or loss of ownership.

The sale, transfer or other disposal of an uncollected watch will only take place where a valid legal basis exists, for example under a separate legally binding agreement with the lawful owner or pursuant to an applicable statutory right.

In the event of a legally authorised sale, any charges that may lawfully be deducted or offset will be taken into account. Any remaining proceeds will belong to the lawful owner.

15.8 Contact Details and Exceptional Circumstances

The customer is responsible for providing accurate contact details and is requested to notify Holland Watch Group promptly of any changes during the repair process.

If exceptional circumstances prevent the customer from collecting the watch within the specified period, the customer may contact Holland Watch Group before the deadline expires to discuss alternative arrangements.

15.9 Statutory Consumer Rights

Nothing in this Article affects consumers' mandatory statutory rights, including rights relating to statutory warranties, lack of conformity and applicable consumer protection legislation.

16 - Amendments to the general terms and conditions

If a provision of these General Terms and Conditions is not valid or inadmissible, this does not limit the effect of the other provisions.
We can change these Terms and Conditions over time or otherwise edit them without prior notice. Check this regularly on our website to see which General Terms and Conditions apply at this time.

Last Modified: 2-11-2026