We have a 30-day return policy.* If 30 days have gone by since your purchase, refund or exchange are no longer an option. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging. All refunds and exchanges must be accompanied by a receipt or proof of purchase. Worn, adjusted or damaged products cannot be refunded or exchanged. Timepieces must have all protective stickers in place.
In-store Rolex and Rolex Certified Pre-Owned purchases are eligible for a 14-day exchange or store credit for use at any Long’s store. Rolex Certified Pre-Owned purchases made through longsjewelers.com are final sale.
No refunds will be issued on special orders or merchandise that has been personalized, engraved, sized or otherwise altered. This includes sizing of any timepieces.
There are certain situations where only partial refunds are granted:
We offer free returns on online orders over $50. Returns for online orders can be arranged by calling 877.845.6647 ext. 5858 or emailing websales@longsjewelers.com. There is no restocking fee for accepted returns, and you will be credited for the full amount of the items purchased, provided that the items are returned in original condition. You are responsible for shipping the product back to Long’s or dropping off the item at a Long’s store, after arranging in advance. A shipping label will be provided if you choose to return the item by mail.
Rolex Certified Pre-Owned purchases made through longsjewelers.com are final sale.
Returns for sale items must be initiated within 15 days of in-store transaction or delivery date for online purchases. Returns for all sale items will be given a credit to be used on a future purchase. Sale items include those that list a “sale price” below the retail price. The sale price will be noted in red.
Please note that the following items are not considered to be on sale and therefore do not fall under this policy:
All merchandise credits will be issued in the form of either an in-store or online gift card. Please let us know whether you intend to use your credit in-store or online, as our gift cards cannot be used interchangeably.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
It may take some time before your refund is officially posted. If you haven’t received a refund yet, first check your bank account. Then contact your credit card company or bank. If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@longsjewelers.com.
We only replace items if they are defective or damaged from shipping. These circumstances will be evaluated on an individual basis and may require you to supply pictures of the item and/or packaging . If you need to exchange it for the same item, send us an email at websales@longsjewelers.com and send your item to: 60A South Ave., Burlington US 01803.
