Watch Warranty, Authenticity Guarantee, and Return Policy
Every Rolex watch from Melrose.com comes with a comprehensive
three-part warranty, include the following:
Melrose.com is one of the largest online retailers of both men's and women's pre-owned Rolex watches in the world. All of our watches are adjusted for timing prior to shipment and must pass stringent tests to meet over 50 additional quality specifications (e.g. case luster, band tightness, crystal gloss, diamond color/clarity, etc.). Each watch goes through a five-hour polishing and timing-adjustment process in order to meet or exceed factory chronometer specifications. As a result, your watch is warranted to be free of any manufacturing or assembly defects for two years unless otherwise noted on the product page. Our comprehensive warranty covers the functionality of the watch's movement. It excludes damages which arise due to normal wear and tear, including to the band, case, crystal, hands, and/or clasp of your watch, as well as those resulting from negligence. In most cases, if you purchased a watch from us and incur excessive wear and tear or damage to the exterior of your watch, we can either suggest or provide repair services or components for your watch at our wholesale cost, even beyond the two-year warranty.
Please note: while NEW Rolex watches are guaranteed to be waterproof for one year when purchased directly from a Rolex dealer, after this period there is no way to absolutely ensure that your watch will be 100% waterproof. Pre-owned Rolex and Rolex subsidiary watches are not "waterproof" and, thus, our warranty does not cover water damage—including crystal fogginess or movement damage. We recommend that customers treat their watches as "water resistant" and do not expose their watches to an amount of water more than a small splash from washing their hands. This policy is commonplace across pre-owned Rolex watch retailers.
Please Note: Due to Rolex, S.A.'s sales policies, Rolex authorized retail dealers are prohibited from providing verification of pre-owned Rolex watches with diamond or other additions. Hence, if seeking third party verification of your Rolex, we strongly recommend you seek the advice of an independent high-end "watchmaker" or "watch repair" shop as can be found under "Jewelry & Watch Repair" in your local yellow pages.
Upon receipt, each of our watches is inspected for authenticity by our expert watchmakers. In addition, each watch we ship comes with a full, independent authentication and appraisal from the Associated International Gemological Laboratory (AIGL), verifying its authenticity and estimated (new) retail replacement value. Because there is no clear-cut metric for valuing pre-owned watches, it is industry standard to use a valuation based on new factory models.
Our watches are guaranteed to have genuine Rolex watch components as follows:
All of our Datejust, President, and Super President models have original Rolex components including the case, caseback, movement parts (100+ pieces), and crown winder, unless otherwise noted in the product description. Each of our watches comes with a brand new Italian-made gold, gold & stainless steel, or other material replacement bracelet, as specific in the product description on our website, unless otherwise noted. The reason we replace the original bands is because they often become very loose over time and need to be replaced, on average, every seven to ten years with normal wear. Melrose.com outfits your Rolex with a new, high-quality bracelet that exceeds industry quality standards.
Please note: all natural diamonds on our watches are custom additions, as diamonds are very seldom sold independently by Rolex. All dials are original Rolex dials that have been refinished. Unless noted in the product description, all crystals are higher-quality aftermarket scratch-proof sapphire conversion replacements of the original non-scratch-resistant acrylic crystals. In addition, certain disposable/replaceable components (such as gaskets, hands, or band pins) may or may not be original depending on their condition and availability. For your convenience, we offer you a Lifetime Authenticity Guarantee; whether it is a month or years after your purchase, you are welcome to have your watch authenticated as genuine or return it for a full refund. In order to verify your Rolex manufacturer's information, you may view its serial number, model number, case back ID, and movement signature (the four primary verification methods used by professionals) by looking between its bottom lugs and top lugs (where the band connects to the case), and by opening the watch's case back. If you are ever told that your watch is not authentic, ask if the individual or store performed these four verification tests, as these are among the only "full-proof" verification methods. (Please keep in mind that authenticity is a top priority for us. We are able to guarantee our watches are authentic because we only source our watches from reputable professional buying partners, inspect our watches in-house, and have them independently appraised.) If you are ever told by a watchmaker or jeweler that your watch does not contain Rolex components as stated above and would like to invoke our Lifetime Authenticity Guarantee, simply present a watchmaker or jeweler with your watch as well as the appraisal from the AIGL, and obtain and fax to us, on the industry professional’s letterhead, proof of a full inspection showing that any of the four areas described above are non-Rolex. We will then immediately issue you a replacement or refund, and you can return the watch to us according to the instructions specified below.
As the leading online retailer of pre-owned Rolex watches, Melrose.com continues to provide the best value to customers in the marketplace. All of our watches have been completely serviced, always ship in “showroom” mint condition, and are guaranteed to be scratch and blemish-free. Our Return/Exchange Policy ensures that, if your watch is not as pictured and as described, you may exchange it or return it for a full refund within three business days from the date you received your watch. In addition to this three-day inspection period, we also offer a 30-day exchange period; if you are not satisfied with your purchase, we will happily exchange your timepiece for another watch of equal value within 30 days from the date you received your watch.
Please note: our Lifetime Authenticity Guarantee supersedes the 3-day inspection period and the 30-day exchange period, allowing you to authenticate your watch at any time after your purchase. Outside of our Return/Exchange Policy, we will still honor reasonable requests for exchanges and/or upgrades, at our discretion, for an extended period of time after purchase.
Upon receipt, if you believe your watch is not as pictured and as described, please immediately review the item description of the watch on our website, in addition to the Lifetime Authenticity Guarantee above. If there is any discrepancy, please notify us within three business days of the date you received your watch and, according to our Return/Exchange Policy, we will issue you a refund or replacement at your discretion. Please feel free to call us to discuss our policy further.
Customer Service Inquiries:
When contacting us with your inquiries, we are typically able to respond within 24 hours, and our turnaround time for warranty repairs is generally only 2 to 3 business days from the date of delivery—not 6 to 8 weeks as is common with many watch manufacturers. Please be patient when contacting us and we will do our very best to promptly meet your requests for returns, exchanges, and/or warranty repairs. You may contact us at any one of the phone numbers listed on the Contact Us page of our website.
Prior to returning any item, you must notify us of your intent and reason(s) for the return. Any merchandise that is returned will be thoroughly inspected and must be in "Unused Condition." Unused Condition means that there are no scratches or blemishes, that the watch does not show any signs of wear and tear, and that the item has not been sized or altered in any way. We cannot accept the return of an item with any indication that it has been used. Please be sure to include with your return any and all documentation that you received with the product; returns will not be honored without all accompanying documentation and original packaging. All returns also require the request of a Return Merchandise Authorization (RMA). An RMA may be obtained by contacting us via telephone at any of the phone numbers listed on our website.
Melrose.com is not responsible for any loss or damage to merchandise or packaging while in transit to our offices. Any loss or damage during shipping for a returned or exchanged item must be recovered from the shipping carrier used to send the package. All packages sent back to our offices should be insured, with the carrier used, for the full value of the item to protect against loss or damage.
Customers must alert us of order cancellations by 4 PM Pacific Time on the same day the order was placed. Please do not refuse the delivery of any item, as this might lead to an uninsured return and a risk of loss or theft.
Please note that custom orders are not eligible for returns. However, we do want you to be completely satisfied with your purchase and, accordingly, we may be able to exchange or upgrade your purchase at our discretion.
Special/custom orders include:
- Any changes to watch configurations, including:
- Changes to bezel size or style
- Changes to dial color or style
- Changes to band size or style
- Any models not currently listed on our website
Jewelry Warranty and Return Policy
Melrose.com provides only the finest diamond, gold, and platinum jewelry at the best possible value to its customers. Melrose.com guarantees its jewelry and offers a 30-day, comprehensive return policy. If, for any reason, you are not completely satisfied with your jewelry purchase, you may return it within 30 days of the date of receipt for a full refund or exchange. The jewelry must be in its original unused condition, and without custom engraving or other modifications, to honor the refund or exchange. All original packaging, accessories, and documentation, including any diamond certificates or grading reports, must be included with the return.
Shipping is free on our account. Upon receipt, our jewelers will thoroughly inspect the item and, when deemed in its original unused condition, a full refund will be issued or exchange processed. This return and exchange policy excludes custom and special orders not listed on our website. Please contact us prior to any returns or exchanges.
Melrose.com offers only the highest-quality diamond, gold, and platinum jewelry and guarantees its products. In the unlikely event that your jewelry piece is defective, at any time within 2 years of the date of receipt, you may send it back to us for free repair by our master jewelers. If the jewelry piece cannot be repaired, we will replace it with a new piece, free of charge. This 2-Year Warranty only covers jewelry that is deemed by us to be defective, not jewelry that has been modified, abused, or damaged by unusual use. In the rare event that a diamond needs to be re-set, the diamond must be included with the jewelry to be repaired under the 2-Year Warranty. Beyond the 2-Year Warranty period, or if our jewelers determine that any jewelry damage is due to abuse, we will either suggest the proper course of action for repair or provide repair services at cost. While we recommend ensuring that a correctly-sized ring is ordered in the first place, if your ring needs to be resized within the 2-Year Warranty period please contact us and we will modify your ring accordingly; if a larger size with additional gold or platinum is required, additional fees may apply.
Customer Service Inquiries
For all returns, exchanges, or warranty repairs, you must contact us prior to returning your item to notify us of your intent and reason(s) for the return. When contacting us with your inquiries, we are typically able to respond within 24 hours, and our turnaround time for jewelry repairs is generally only 2 to 3 business days from the date of delivery. Please be patient when contacting us and we will do our very best to promptly meet your requests. You may contact us at any of the phone numbers listed on our website.
Any merchandise that is returned will be thoroughly inspected. All original packaging, accessories, and documentation, including any diamond certificates or grading reports, must be included with any returns or exchanges; returns and exchanges will only be honored for jewelry in its original unused condition, with all accompanying documentation and original packaging. In the case of warranty repairs, the jewelry must not have been modified, abused, or damaged by unusual use. All returns also require the request of a Return Merchandise Authorization (RMA). An RMA may be obtained by contacting us via telephone at any of the phone numbers listed on our website.
Melrose.com is not responsible for any loss or damage to merchandise or packaging while in transit to our offices. Any loss or damage during shipping for a returned or exchanged item must be recovered from the shipping carrier used to send the package. All packages sent back to our offices should be insured, with the carrier used, for the full value of the item to protect against loss or damage. Please do not refuse the delivery of any item, as this might lead to an uninsured return and a risk of loss or theft.
Please feel free to contact us with any questions or concerns you may have, at any time, at any of the phone numbers listed on the Contact Us page of our website.