Return and Exchange Policies

Should you decide to change your mind about a purchase, we want to make sure you are aware of your options.

Return & Exchange Policy

Merchandise in new condition may be returned for a full refund within 60 days or exchanged within 100 days if accompanied by a valid sales receipt. Purchases made in-store can be returned/exchange at any of our store locations. Purchases made online can be returned online* or in any store location; however, exchanges for online purchases are only valid in-store. This policy is subject to the following conditions, clarifications, exceptions & fees:

• Any merchandise, including watches, that shows evidence of wear (ex. scratches, marks, dents or damage of any kind) cannot be returned or exchanged. 
• Returns or exchanges are not allowed on customized jewelry, special order watches, Pre-owned Rolexes and engraved items.
• To receive a full refund or store credit, all Gift with Purchase (GWPs) must also be returned in like new condition. GWPs include coupons, gift certificates, gift cards, free or discounted jewelry, or any other item given by us in connection with the original purchase.
• Fees on services provided (ex: sizing, soldering, shipping) are not refundable.
• If returned merchandise has been altered (ex: sized, soldered, or stone customization), then a restocking fee of 10% of your original purchase price will be assessed up to a maximum fee of $75.00.
• To receive a full refund, all relevant parts, packaging & paperwork must be returned in like new condition with the merchandise. If anything is missing at the time of the return, fees will be assessed according to the following schedule:
  • Missing diamond certification cards or lab reports - $50.00
  • Missing packaging, instruction manuals or warranty paperwork on any watch - $50.00
  • Missing watch links (Citizen, Bulova, and Coach brands) - $35.00
  • Missing watch links (all other watch brands) - $75.00

Refunds will be issued in the same tender as the original purchase. For in-store purchases, third party credit card refunds (for example Visa, American Express, etc.) will only be issued to the same account as the original purchase, and only if the original credit card is presented at the time of the return. Otherwise, third party credit card returns will be accepted for store credit only. Cash refunds from in-store purchases will be issued in the form of a check from our Home Office; allow two weeks for processing. Refunds will be issued only to the original purchaser. Guests returning merchandise they received as gifts will be allowed to exchange in-store only. NOTE: A $25.00 service fee will be assessed on all returned checks.

*Online purchases may be returned by shipping to:
 

REI Guest Service Dept.
P.O. Box 879
Matteson, IL 60443

Follow these guidelines for shipping return packages:

• Securely place the merchandise back into the original gift box and package. The package should be insured for the full selling price of the item(s). Rogers & Hollands|Ashcroft & Oak assumes no liability for any loss and/or damage to merchandise while in transit to our return location.

• Request a return receipt for confirmation that the shipment has reached our offices.

• For your protection, do not write Rogers & Hollands|Ashcroft & Oak anywhere on the outside of the box.

• Any additional shipping fees, i.e. extra insurance or packaging materials must be paid in advance of shipment. All items must be shipped via USPS (United States Postal Service). No
  C.O.D. deliveries will be accepted.

Note: That your original shipping and handling or other additional costs will not be refunded, unless you received a damaged, defective, or incorrect item.

(Revised 02/2025)