IWC Portofino Automatic Chronograph – Ref. IW391405 – 39mm Stainless Steel – Very Good Condition

Understanding Your Purchase

At Great Lakes Watch Company, we know selecting the perfect luxury watch is a meaningful decision. We’re confident you’ll love your purchase—but if you need to make a return, we’re here to ensure the process is transparent and straightforward.

Eligible Returns

This return policy applies to all items, except those clearly marked as 'Special Order', 'Price On Request', and 'Sale' on our website.

Return Window

You have seven calendar days from the delivery date (as recorded by the shipping carrier) to return or exchange your item.

How to Start a Return (RMA Required)

All returns require a Return Merchandise Authorization (RMA) number.

To obtain an RMA, please contact Great Lakes Watch Company customer service:

• Phone: 216-570-3424

• Email: contact@greatlakeswatch.com
  
  

Please note:

• An RMA number does not guarantee a refund; all returns are subject to inspection.
  
  

• Packages sent without a valid RMA number will be refused.
  
  

Return Shipping

• Customers are responsible for arranging and paying for return shipping.
  
  

• We strongly recommend a secure, trackable, and insured service such as UPS or FedEx.
  
  

• Great Lakes Watch Company is not liable for packages lost or damaged during the return shipping process.
  
  

• All items must be double-boxed for protection.
  
  

Packaging Requirements

To ensure your return is processed quickly, please follow these guidelines:

• Clearly display your RMA number on the outside of the shipping box.
  
  

• Include all original packaging and materials, including:
  
  

• Boxes, paperwork, warranty cards
  
  

• Tags, protective stickers
  
  

• Tools, links, straps, buckles
  
  

• Any accessories or documents originally provided
  
  

• Items must be unworn and free of any signs of wear, including scratches, blemishes, dings, resizing, or use.
  
  

• Used or worn items are not returnable.
  
  

• If an item was sold as pre-owned, it must be returned in the exact same condition in which it was received.
  
  

Refunds

All products sold by Great Lakes Watch Company are guaranteed authentic. If you believe an item is not authentic, you must:

1. Notify us within the return period, and
   
   

2. Provide a certified letter from an authorized dealer or manufacturer’s service center confirming the item is not genuine.
   
   

Once verified, a full refund will be issued.
(Please note: items with aftermarket components—such as diamond bezels, custom dials, or non-original straps/buckles—are not eligible for this exception.)

Additional refund details:

• A 10% restocking fee applies to all orders placed via website or phone.
  
  

• If your item originally qualified for free shipping, our original shipping cost will be deducted from your refund.
  
  

• All refunds are issued minus applicable shipping charges.
  
  

Special / Custom Orders / Sourced / Price on Request Items

Special/Sourced/Price on Request or items are non-refundable for custom orders.
A Special Order refers to any item not currently in stock or specially sourced or produced at your request.

Items Not Eligible for Return

• Items not in original, unworn condition
  
  

• Items missing original packaging or documentation
  
  

• Items returned without a valid RMA number
  
  

• Custom or Special Orders
  
  

• Shipping charges and fees
  
  

Warranty

We proudly support our products with a 12-month limited warranty covering manufacturer defects.
If your watch piece needs service during this period, please contact us to arrange repair or replacement.

Additional Notes

• Please review this policy before making a purchase. We’re always happy to answer questions.
  
  

• Great Lakes Watch Company is not responsible for customer order errors once payment or deposit has been made.
  
  

• All sales and security deposits are final.
  
  

• Restocking fees may apply where outlined.