Refund policy

Last updated: 31 October 2026

We want you to love what you buy from Titan World. If something isn't right, here's how returns, exchanges and refunds work. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 (or, for Australian customers, the Australian Consumer Law).

Faulty, damaged or incorrect items

Please check your order when it arrives. If an item is faulty, damaged in transit, or not what you ordered, contact us at hello@titanworld.nz as soon as possible with your order number and a photo of the issue. We'll arrange a repair, replacement or refund as required by law, and we cover the return postage. This applies to all items, including sale items and fragrances.

Change of mind – 30 days

You can return an item for change of mind within 30 days of delivery, provided it is:

  • Watches: unworn, with all protective film, tags and links intact, in the original box with the warranty card, manuals and any accessories.
  • Fragrances (SKINN, Fastrack): unopened and unused, with the original cellophane seal intact. For hygiene reasons we can't accept opened fragrances for change of mind.
  • Returned with proof of purchase (your order number is fine).

Change-of-mind returns don't apply to sale or clearance items, gift cards, or engraved/special-order items. If your order included a free gift with purchase, the gift must be returned with the item (or its value may be deducted from your refund).

How to start a return

  1. Email hello@titanworld.nz with your order number, the item(s) and the reason for the return.
  2. We'll confirm your return and send instructions. Please don't send items back without contacting us first.
  3. Post the item, well packaged and tracked, to:
    Titan World NZ – Returns
    190 Stoddard Road, Mount Roskill, Auckland 1041, New Zealand
    Or drop it in to our Mount Roskill showroom by arrangement.

For change-of-mind returns, return postage is at your cost and original shipping charges aren't refunded. We recommend a tracked service – we can't be responsible for returns lost in transit.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds go back to your original payment method within 10 business days; your bank may take a few extra days to show it. If it's been more than 15 business days since we approved your return, please get in touch.

Exchanges

Want a different model, colour or scent? The quickest way is to return the original item as above and place a new order. If you'd prefer a straight swap, email us and we'll do our best to help.

Warranty

Titan World NZ is the authorised Titan distributor for New Zealand. Every watch is genuine and comes with the official manufacturer warranty, and warranty claims can be handled locally through our Auckland office. The warranty doesn't cover normal wear, battery replacement, straps, glass breakage, water damage from misuse, or repairs by unauthorised service providers.

Contact

Titan World NZ · 190 Stoddard Road, Mount Roskill, Auckland 1041
Email: hello@titanworld.nz · Phone: 021 560 000