Terms of sale

Business information

Relax is the trading name used for this online store.

• Trading name: Relax
• Seller and operator: Oliver Rosendal
• Geographical address: Puistokatu 2, 64100 Kristiinankaupunki, Finland
• Customer service email: support@relaxwatchco.com
• Telephone: +358 400279427
• Return address: Email customer care for the return address and packing instructions for your order. Do not use the address on the original parcel or send a parcel to our contact address unless instructed. See our Returns and Refunds Policy.

Overview

These Terms of Service (“Terms”) govern your use of the Relax website, online store and related services, and any order you place with us. The terms “Relax”, “we”, “us” and “our” refer to the legal business identified above. “You” and “your” refer to the customer or website user.

Oliver Rosendal operates this Relax storefront from Finland. We offer newly assembled watches and custom watch builds. Depending on the product, components may be sourced, finished, aged, assembled, inspected and dispatched by our specialist workshop and fulfilment partners in Asia. Relax remains the seller under your purchase contract and your point of contact for orders, returns, complaints and statutory consumer rights.

Our storefront and operations system run on Cloudflare through ChatGPT Sites. Where enabled, payment is handled through Stripe. Your purchase contract is with Oliver Rosendal, operating the Relax storefront.

These Terms should be read together with our Privacy Policy, Refund Policy and Shipping Policy. If a product page or written custom-build quotation contains terms specific to that order, those specific terms take precedence to the extent of any conflict, without limiting rights that cannot legally be excluded.

Nothing in these Terms limits any mandatory rights you have under applicable consumer-protection law.

Eligibility, accounts and customer information

You must be at least 18 years old, or have the permission of a parent or legal guardian, to place an order.

You agree to provide accurate, current and complete information when placing an order or creating an account. This includes your name, delivery address, email address, telephone number and payment information. You are responsible for checking that your delivery details are correct before completing checkout and for informing us promptly if you discover an error.

You are responsible for keeping your account credentials confidential and for activity performed through your account. Please notify us promptly if you believe your account has been accessed without permission.

Our watches and product information

Unless a product page expressly says otherwise, our watches are newly manufactured, independently assembled timepieces. Models described as vintage-style are new watches with vintage-inspired designs or finishes, not original or restored vintage watches. Our watches are not products manufactured by an unaffiliated legacy watch brand.

We aim to describe each watch accurately. The relevant product page will state the main available specifications, which may include the movement, case material, crystal, dimensions, strap or bracelet, water-resistance rating and other model-specific details.

Hand-finished aging and natural variation

This section applies to products described as individually aged or hand-finished. Depending on the model, the stated finish may include patina, warm lume tones, faded or distressed bezel inserts, softened printing, brushed or weathered surfaces and other intentionally irregular details.

Because these finishes are applied or selected individually:

Reasonable variation consistent with the product description and disclosed hand-finished character is an intended feature, not in itself a defect. This does not remove your rights if the watch materially differs from its description, is damaged or is otherwise legally defective.

We may improve or change product specifications where necessary before an order is accepted, but we will not make a material change to an accepted order without informing you and obtaining your agreement where required. If a listing contains an obvious pricing or specification error, we may correct it. If the error affects an order already placed, we will contact you and give you the choice required by law, including cancellation and a full refund where appropriate.

• colour, patina, texture, fading and wear patterns may vary slightly between watches;
• a delivered watch may not be visually identical to the exact sample photographed;
• product photographs, videos and renders should be treated as representative unless we state that the exact photographed watch is being sold; and
• screen settings and lighting can affect how colours and finishes appear.

Independent status and third-party references

Relax is an independent business. Unless expressly stated otherwise, our products are not manufactured, sponsored, endorsed, authorised by or affiliated with any unaffiliated watch brand.

Any reference to a third-party movement manufacturer, calibre number, component maker, historical design category or other third-party name is used only where reasonably necessary to identify or describe a component, compatibility or design influence. All third-party trademarks belong to their respective owners.

Orders and formation of the contract

Standard catalogue watches can be purchased directly at checkout. When payment is successfully verified, your order is confirmed and a purchase contract is formed. We provide an order confirmation with your order reference and purchased items. Custom projects follow the written quotation and acceptance agreed for that project.

If an order cannot be fulfilled because of an unsupported destination, a payment problem or an obvious listing error, we will contact you promptly and provide the remedy required by applicable law, including a refund where appropriate. We will not substitute a different watch without your agreement.

Once an order has been accepted, cancellation and changes are governed by these Terms, our Refund Policy and your applicable statutory rights. Contact us as soon as possible if you need to correct or change an order. We cannot promise that a requested change will be possible after sourcing, finishing or assembly has started.

Products are intended primarily for personal use. Contact us before ordering if you wish to purchase for commercial resale.

Standard, made-to-order and personalised builds

Some watches are assembled after the customer orders them. Assembly after ordering, limited stock or a choice between ordinary catalogue options does not automatically make a product non-returnable.

The statutory right of withdrawal may not apply where a watch or component is genuinely manufactured or modified to your individual requirements or clearly personalised for you. Examples may include:

If an order falls within this personalised-goods exception, we will clearly tell you before you place the order or accept the custom quotation. We will also identify the agreed specification in writing. We will not treat an ordinary collection watch as non-returnable merely because it is assembled or finished after ordering.

The absence of a change-of-mind withdrawal right for a genuinely personalised product does not affect your rights if the product is faulty, damaged, not as agreed or otherwise non-conforming.

• engraving, personalised printing or a customer-specific inscription;
• a one-off dial, hand, case or component treatment requested by you;
• material alterations performed to your measurements or unique instructions; or
• a customer-specific combination that is not equivalent to a standard product and cannot reasonably be resold without significant loss.

Prices, taxes and payment

The price payable is the price displayed at checkout when you place your order, subject to the correction of obvious errors. Applicable delivery charges, taxes and other mandatory charges will be displayed before you confirm the order, as required by law.

Oliver Rosendal is not currently registered for VAT in Finland. Import VAT, customs duties and carrier handling charges may still apply to international deliveries, as explained before purchase.

For destinations where import VAT, customs duties or handling charges are not collected by us, this must be disclosed before the order is placed. Where such charges are lawfully payable by the recipient, you are responsible for them. You will not be responsible for an additional charge that should have been disclosed before purchase but was not disclosed.

Payments are processed through the payment methods displayed at checkout. You confirm that you are authorised to use your selected payment method and that the billing information supplied is correct. A payment may be authorised or collected when the order is placed, depending on the payment method.

Discounts, promotions and discount codes are subject to any additional terms stated with the promotion. Unless expressly permitted, promotions cannot be combined or applied retrospectively.

Assembly, dispatch, shipping and delivery

Estimated assembly and delivery times are shown on the relevant product page, at checkout or in a custom-build quotation. Because some watches are individually assembled and may be dispatched internationally from our workshop, the total estimated time may include component preparation, aging, assembly, inspection, export processing, transport and customs clearance.

Delivery estimates are not guaranteed dates unless we expressly agree to a fixed delivery date. If no delivery time has been agreed, we will deliver within the period required by applicable law. If delivery is delayed, you retain all statutory rights, including the right in qualifying circumstances to set an additional reasonable deadline and cancel for a refund if delivery still does not take place.

We are responsible for the parcel until it is delivered to you or to a person you have designated to receive it, except where you independently arrange a carrier that we did not offer. The fact that a workshop or fulfilment partner dispatches the parcel does not transfer our responsibility as seller to that partner.

You must provide a complete and accessible delivery address. If a parcel is returned because the address you supplied was materially incorrect, delivery was refused or the parcel was not collected after reasonable carrier notices, we may charge the reasonable, evidenced cost of redelivery where permitted by law. This does not affect a valid exercise of your right of withdrawal.

Please inspect the package on arrival. If it is visibly damaged, photograph the packaging and product and contact us promptly at support@relaxwatchco.com. A failure to report immediately does not remove any mandatory legal rights, but early notice helps us investigate the shipment.

Further information is available in our Shipping Policy.

Right of withdrawal and change-of-mind returns

If you are a consumer in the European Union or another jurisdiction that grants a statutory withdrawal right, most standard online purchases can be withdrawn within 14 days without giving a reason. For goods, the 14-day period normally begins on the day after you, or a person designated by you other than the carrier, receives the goods.

You may also notify us that you are withdrawing before delivery. Merely refusing delivery, failing to collect a parcel or sending a parcel back without a clear notice is not necessarily a valid notice of withdrawal.

To withdraw, email a clear notice to support@relaxwatchco.com. Include your name, order number, the product concerned and a clear statement that you wish to withdraw. We will acknowledge an electronically submitted withdrawal notice on a durable medium, such as email, without undue delay.

After notifying us, you must return the product without undue delay and no later than 14 days after sending the notice. Please wait for return instructions and use a tracked service. Unless we agree to pay the return cost, you are responsible for the direct cost of a normal change-of-mind return where we informed you of that responsibility before purchase.

You may inspect and try the watch only to the extent reasonably necessary to establish its nature, characteristics and functioning, as you could in a physical shop. You may be responsible for diminished value caused by handling beyond what is necessary. Examples can include wearing the watch for more than a brief fitting, removing protective films in a way that causes wear, resizing or marking a bracelet, changing parts, damaging the finish or using the watch in water.

We will refund payments due under the applicable withdrawal rules, including the cost of our least expensive standard delivery option where required, no later than 14 days after receiving your withdrawal notice. We may withhold the refund until we receive the returned goods or you provide evidence that you sent them back, whichever occurs first. Any additional cost of an upgraded delivery method chosen by you is not refundable unless required by law.

The withdrawal exception for genuinely personalised goods is explained in Section 5. Full instructions are available in our Refund Policy.

Faulty, damaged or incorrect products

We are responsible for defects and lack of conformity in accordance with mandatory consumer law. Any voluntary commercial warranty is additional to, and does not replace or reduce, your statutory rights.

If a product is faulty, arrives damaged, is materially different from the agreed description or is the wrong item, contact support@relaxwatchco.com as soon as reasonably possible. Include your order number, a description of the issue and clear photographs or video where useful. We may ask you to perform reasonable, non-invasive checks so that we can identify the problem.

Depending on the circumstances and applicable law, the available remedy may include repair, replacement, a price reduction or cancellation and refund. A legally required remedy will be provided without charge and within a reasonable time and without significant inconvenience.

The following are not normally manufacturing or conformity defects unless the product description, an agreed specification or applicable law requires otherwise:

Each issue will be assessed on its facts. Nothing in this section shifts the legal burden of proof to the consumer where the law places it on the seller.

• disclosed and reasonable variations in hand-applied aging or patina;
• normal wear, scratches or aging caused by use;
• accidental damage, impacts, misuse or neglect;
• damage caused by opening, modifying or repairing the watch without appropriate skill;
• water ingress where the watch was used beyond its stated rating or with the crown not properly secured; or
• normal mechanical variation that remains within the tolerance stated on the product page or movement specification.

Mechanical watch use, accuracy and water resistance

Mechanical movements are powered by a mainspring rather than a battery. Rate accuracy, power reserve and winding behaviour can vary with movement type, state of wind, position, temperature, activity and regulation. Any model-specific tolerance or performance statement will be shown on the product page.

Only rely on a water-resistance rating if it is expressly stated for the specific watch. Water resistance is not permanent and can be reduced by impacts, temperature changes, wear, damaged seals, an unsecured crown or unauthorised opening of the case. Do not operate the crown or pushers in water. A watch described as having no tested rating, or as not water resistant, must be kept away from water.

Care information supplements the product description but does not exclude liability for a defect that existed when responsibility legally rested with us.

Website content and intellectual property

The website and its original content—including our text, photographs, graphics, logos, layout and videos—are owned by or licensed to Relax and are protected by applicable intellectual-property laws.

You may access and use the website for personal, non-commercial shopping purposes. You may not reproduce, republish, sell, systematically extract, scrape, modify or commercially exploit our content without prior written permission, except where applicable law permits it.

The Relax name and original brand identifiers may not be used in a way that suggests sponsorship, endorsement or affiliation without our permission. Third-party names and marks remain the property of their respective owners.

Reviews, photographs and feedback

If you submit a review, photograph, comment, suggestion or other content to us, you confirm that you have the right to submit it and that it is truthful, lawful and does not infringe another person’s rights.

You grant us a non-exclusive, worldwide, royalty-free licence to host, reproduce, adapt for formatting, publish and display that content for operating and promoting Relax. This licence does not transfer your ownership of the content. You may ask us to stop using customer-provided promotional content in future materials by contacting us, subject to copies already lawfully produced and our legal record-keeping obligations.

We may moderate or remove content that is unlawful, fraudulent, abusive, irrelevant, infringes rights or violates these Terms. We do not promise to publish every submission.

Prohibited use

You may not use the website or services to:

We may restrict access or cancel an account where reasonably necessary to protect customers, the business or the service, or to respond to unlawful activity. Any action affecting an accepted order remains subject to the purchase contract and applicable law.

• break applicable law or infringe another person’s rights;
• submit fraudulent orders, false information or unauthorised payment details;
• transmit malware or interfere with the website’s operation or security;
• harvest personal data, send spam or impersonate another person;
• bypass access controls or place an unreasonable load on the service; or
• copy or commercially exploit protected content without permission.

Third-party services and links

The website uses hosting, payment, communication and delivery providers as described in the Privacy Policy. Those providers may have their own terms and privacy notices.

Oliver Rosendal remains responsible for the obligations of the seller. Hosting and payment providers do not fulfil your order.

Personal information is handled as described in our Privacy Policy.

Availability, errors and changes to the service

We aim to keep the website accurate and available, but we do not guarantee that access will always be uninterrupted or error-free. We may maintain, update or change the website and may discontinue products that have not yet been ordered.

Information on the website is provided for general product and shopping purposes and is not professional watchmaking, diving, medical, legal or safety advice. Product-specific claims in an accepted order remain binding as required by law.

Liability

We do not exclude or limit liability where doing so would be unlawful. In particular, these Terms do not limit liability for fraud, wilful misconduct, gross negligence, death or personal injury caused by negligence, a defective product where liability cannot be excluded, or breach of mandatory consumer rights.

To the extent permitted by law, we are not liable for losses that were not reasonably foreseeable when the contract was formed, for losses caused solely by information or instructions supplied incorrectly by you, or for business losses arising from a purchase made for personal use.

You are responsible for using the watch in accordance with its product description, rating and care instructions. This does not reduce our responsibility for a faulty or unsafe product.

Events outside reasonable control

We are not responsible for a failure or delay caused by an event genuinely outside our reasonable control, such as a natural disaster, war, government restriction, major transport disruption, customs closure, labour action, epidemic or widespread systems failure.

We will take reasonable steps to reduce the effect of the event and will contact you if it materially affects an accepted order. This section does not remove any statutory right to cancel because of delayed or failed delivery, or any right to a refund.

Suspension and termination

You may stop using the website at any time. We may suspend or terminate website access where you materially breach these Terms, use the service unlawfully or create a security risk.

Termination does not affect rights and obligations that arose before termination. Provisions that by their nature should continue—including intellectual property, liability, governing law and dispute resolution—will remain effective.

Complaints and dispute resolution

Please first contact us at support@relaxwatchco.com so that we can try to resolve the issue directly. We aim to acknowledge complaints within a reasonable time.

If you are a consumer resident in Finland and we cannot resolve the dispute, you may contact the Finnish Competition and Consumer Authority’s Consumer Advisory Services for guidance and mediation. If the matter remains unresolved, you may refer it to the Finnish Consumer Disputes Board. Before submitting a matter to the Board, you should first contact Consumer Advisory Services. The Board handles complaints in Finnish or Swedish.

Consumers resident elsewhere in the EU or EEA may also seek assistance from the European Consumer Centre in their country.

Governing law and jurisdiction

These Terms and purchase contracts are governed by Finnish law. If you are a consumer living outside Finland, this choice does not deprive you of mandatory consumer protections provided by the law of your country of habitual residence where those protections apply.

Any dispute may be brought before the competent courts of Finland, subject to any mandatory right a consumer has to bring or defend proceedings in the courts of their place of residence.

Changes to these Terms

We may update these Terms to reflect changes to our business, services or applicable law. The current version and its revision date will be posted on this page.

Changes will not retroactively alter an accepted order unless the change is required by law or you expressly agree to it. Where legally required, we will provide notice of a material change.

Severability, waiver and entire agreement

If a provision of these Terms is found to be unlawful or unenforceable, it will be applied to the maximum extent permitted or severed, and the remaining provisions will continue in effect.

If we do not immediately enforce a provision, that does not waive our right to enforce it later.

These Terms, the policies incorporated by reference, the applicable product page and any accepted written custom-build specification form the agreement relating to your order. They do not exclude statements or rights that applicable law makes binding.

Contact us

Questions about these Terms, an order or your consumer rights can be sent to:

• Trading name: Relax
• Seller and operator: Oliver Rosendal
• Geographical address: Puistokatu 2, 64100 Kristiinankaupunki, Finland
• Email: support@relaxwatchco.com
• Telephone: +358 400279427