Refund policy

GMLTIME Returns and Refunds Policy

Last updated: 13 October 2026

This policy distinguishes voluntary returns for a change of mind or personal dissatisfaction from remedies provided by law. Given the value and nature of the pieces offered by GMLTIME, we document their condition and carefully inspect returned items.

No condition in this policy limits legal warranties or any other mandatory consumer rights. The deadlines, conditions and exclusions for voluntary returns below do not apply to legal remedies.

This update does not reduce return rights already granted for an earlier purchase.

Voluntary cancellations, returns and repurchases

GMLTIME does not offer full-price refunds on watches or jewellery solely because a customer changes their mind or no longer wishes to proceed, subject to mandatory consumer rights and any more favourable terms agreed at purchase.

This includes watches sourced, purchased or transferred specifically at a customer’s request that were not available in our Montréal inventory when ordered. These orders require financial commitments to secure and obtain the requested watch. The fact that a watch remains unworn, untouched or unadjusted does not, by itself, create an entitlement to a full refund.

Where no mandatory refund right applies, GMLTIME may consider a voluntary cancellation or return with a partial refund, subject to a written agreement with the customer. Any proposed deduction must be lawful, explained and supported by actual, documented costs or losses attributable to the cancellation or return, accounting for recoveries and steps taken to reduce those losses. No deposit or percentage of the purchase price is automatically forfeited.

Alternatively, GMLTIME may offer to repurchase a watch or jewellery item at a mutually agreed value, which may be below its original selling price. This is a separate, optional transaction and does not replace any refund owed by law.

Nothing in this policy limits legal warranties or remedies for undisclosed defects, non-conformity, failure to deliver or another legally recognized ground. Any refund required by law will be provided in the required amount and timeframe. This policy does not reduce rights already granted for an earlier purchase.

1. Voluntary returns: notice within 24 hours

A request does not guarantee acceptance or a full refund. The terms of any voluntary cancellation or return, including the partial refund amount and any lawful deductions, must be agreed in writing.

For a voluntary cancellation before delivery, contact us as soon as possible. The 24-hour period below concerns requests after receipt and does not limit statutory cancellation rights.

If you change your mind or the item does not suit you for a personal reason, you must email your return request to within 24 hours of actual receipt or in-person handover. This means 24 consecutive hours, including weekends and public holidays.

This deadline concerns sending your request, not GMLTIME’s receipt of the returned parcel. The date and time your email is sent determine whether the deadline is met; you do not need to wait for our reply.

Include your name, order number or other information that allows us to identify the purchase, the date and time of receipt and the reason for the request. Attach any available photos and video. Do not wait to gather these files before notifying us within the 24-hour period.

The following condition requirements apply when we agree to consider a voluntary return; meeting them does not guarantee acceptance or a full refund:

• be returned in the same condition as received, without use beyond the careful examination needed to check it;
• not have been worn, polished, repaired, disassembled, engraved, adjusted or otherwise modified after receipt;
• include the packaging, box, papers, certificates, tags, links and accessories actually supplied as part of the order.

For a pre-owned item, “same condition” means its actual condition on delivery, including any existing signs of wear. A pre-owned item does not have to be returned in a new or perfect condition that it did not have when received. Carefully opening the packaging for inspection does not, by itself, prevent a voluntary return.

2. Immediate inspection and continuous video

Inspect your order immediately upon receipt or collection, before any use or modification. To protect both parties and accurately document the delivery’s condition, we strongly ask for a clear, continuous video, without pauses, cuts or editing.

The recording should begin as soon as you take possession of the parcel or it is handed over in person, and show the following in sequence:

1. the parcel received or collected, kept within the camera’s view;
2. the unopened packaging, its different sides, seals, label and any damage;
3. the complete opening and unpacking, without interruption;
4. the watch and its visible condition, followed by a check of the box, papers, links and other components listed in the order.

Keep the original video and packaging. Video, photos, carrier tracking and other evidence may help establish the facts.

The absence of a video or an inspection that was not filmed does not remove any legal right and does not, by itself, justify automatically rejecting a request. An incomplete video or a report made after 24 hours does not exclude a remedy for a defect, non-conformity or another ground provided by law.

3. Exclusions from voluntary returns

The following exclusions concern only returns for a change of mind or personal dissatisfaction, provided they were clearly disclosed to you before purchase:

• items personalized, engraved, modified at your request or made to order;
• items purchased on promotion, with a special code, on clearance or as a limited edition, where their exclusion from voluntary returns was expressly disclosed;
• items that, after receipt, have been used, modified, subjected to impact, improperly stored, exposed to chemicals or otherwise deteriorated in a way that is inconsistent with the voluntary return conditions;
• a sizing error or minor variation due to craftsmanship, where the characteristic and corresponding commercial exclusion were specifically disclosed before purchase.

A sign of wear already present on a pre-owned watch is not deterioration caused by the customer. A commercial exclusion can never be used to rule out an undisclosed defect, a difference from the description or an applicable legal warranty.

4. Defects, non-conformity and legal warranties

New and pre-owned items sold to consumers benefit from applicable legal warranties, including those concerning normal use, reasonable durability, conformity with their description and the absence of latent defects. The assessment takes into account, among other things, the price, contract, normal use and, for a pre-owned item, its condition and wear at the time of purchase.

If you discover a problem, contact us as soon as you discover it and explain the situation. The commercial 24-hour period, the requirement to keep the packaging and the commercial exclusions are not conditions of your legal rights. You may make a claim directly to us even if a manufacturer’s warranty exists.

We seek the solution provided by law according to the circumstances, including a repair at no charge, replacement or refund, without excluding other applicable remedies.

5. Arranging a return and costs

Contact us before shipping so that we can confirm instructions, the return location and the appropriate transport service. For a voluntary return, obtain our written agreement on its terms and refund amount before shipping. This administrative step does not determine the validity of a statutory cancellation notice and cannot prevent the exercise of a warranty or legal remedy.

Pack the item securely, preferably using the original protective materials, and keep proof of dispatch. Given the item’s value, a tracked and insured service is requested for voluntary returns.

For a return based solely on our voluntary policy, return shipping costs are your responsibility unless otherwise agreed. Where a return follows a statutory cancellation of a distance contract, GMLTIME pays reasonable return costs. In the event of an error by GMLTIME or a defect covered by a legal warranty, we pay the return costs necessary for the applicable solution, without imposing charges contrary to law.

6. Inspection of returned items

On receipt, we check the item’s identity, condition and accompanying components. This may include:

• comparison with photos, serial number, weight and other information documented before dispatch;
• a visual and physical inspection;
• an independent technical assessment, if needed.

If a difference is identified, we share the specific findings with you and give you an opportunity to explain. Any decision concerning a voluntary return is based on the disclosed conditions and documented facts. Mere suspicion, a subjective assessment or the absence of video is not enough to dismiss your rights.

Authenticity and condition checks do not allow us to extend a legal refund deadline or automatically withhold an amount owed.

7. Refunds

Voluntary return for a change of mind or dissatisfaction

Where a voluntary return is agreed in writing, the agreed partial refund is processed within 10 to 15 business days after receipt and approval of the returned item, unless a different timeframe is agreed in writing or required by law. For a voluntary cancellation before delivery, the amount and payment date are specified in the written agreement. It is normally made using the original payment method. If that method is no longer available, a secure alternative is agreed with the buyer; the refund is not redirected to a third party.

This commercial timeframe does not apply where the law requires a refund sooner.

Statutory cancellation of a distance contract

When a contract is validly cancelled under the distance-contract provisions of Quebec’s Consumer Protection Act, all amounts paid under the contract and any accessory contracts, including amounts paid to a third party, are refunded within 15 calendar days of the cancellation notice being sent. This includes taxes and charges covered by law.

The starting point is the cancellation notice, not our approval, the physical return of the item or the completion of its inspection. No inspection, expert assessment or transport investigation extends this deadline.

The item must be returned in the condition in which it was received, within 15 days of cancellation or, if delivered after cancellation, within 15 days of delivery. GMLTIME pays reasonable costs for this return. Other refunds required by law are made in accordance with the rules applicable to them.

8. Incidents during the return

If the return is delayed, lost, damaged or reported as incomplete, notify us and keep the tracking information and any available evidence. We review the circumstances and cooperate in the steps taken with the carrier or insurer.

Responsibility is assessed according to the facts, transport arrangements and applicable law. No loss or transport difficulty results in an automatic refusal of a refund or a general exclusion of GMLTIME’s responsibility. Statutory refund obligations and deadlines continue to apply.

9. Fraud protection and dispute resolution

We may request information reasonably needed to verify a purchase, an item’s identity or the circumstances of a return. Allegations of substitution, alteration or fraud are examined using objective evidence. They do not allow a customer to be deprived of remedies through an unjustified unilateral decision.

This policy applies in accordance with Quebec law and applicable federal law, together with any other mandatory protections available to you. It does not impose an exclusive court or restrict your right to contact the competent authorities or courts.

10. Contact

For a return request, cancellation notice or question: . Using this email facilitates follow-up and keeping evidence; it does not exclude another form of notice that is valid under the law.