Buyer Protection Policy

Last updated: April 5, 2023



To be an eligible buyer you must have a billing address and shipping address within the United States.  In general, we charge your payment method immediately upon purchase and, when the transaction is complete, we pay the seller. For wires, you will receive detailed instructions on how to initiate payment. You will not receive any interest on the purchase amount while the transaction is being fulfilled. You might be required to pay certain fees as described when completing a purchase, as updated from time to time. If your payment fails or is rejected for any reason (e.g., purchase exceeds credit card limit, card is canceled, chargeback is requested), Bezel reserves the right to do any or all of the following, in its sole discretion: (i) charge your payment method up to 15% of the transaction amount, in Bezel's sole discretion, as a service fee; (ii)  cancel any or all of your orders pending through the Service; (iii) withhold refunds or payments due to you; (iv) place limits on your buying and selling privileges; (v) charge your payment method for costs, expenses and fees incurred by Bezel as a result of your payment failing; and (vi) temporarily or permanently suspend your account. If you experience a problem with your purchase, please contact us at within 2 days after receiving the watch with a detailed description of the problem. Bezel verification tags or stickers that are attached to watches must not be removed, or the watches will not be eligible for return or exchange under any circumstance (including damage in transit).


 Is it safe to buy with Bezel?

We aim to be the most trusted marketplace for luxury watches. That’s why we offer you support through our Buyer Protection Policy if a purchased watch does not meet our standards. The Bezel Buyer Protection Policy is incorporated into and forms part of our Terms of Service. 

The Buyer Protection Policy enables us to better serve our customers by providing help and assistance both prior to purchase and after. Whether it’s through Bezel Credit or a full refund, if something goes wrong with your order, we want to help fix it.

In which situations does the Buyer Protection Policy apply?

The Buyer Protection Policy ensures coverage for you, the buyer, in the event your item is:

received and inauthentic;
received, but does not match the item description or images;*
received, but is the incorrect item;
received, but is missing a key feature;**or
never delivered.

If one of the above issues applies to your purchase, we ask that you contact us within 2 days of receiving your watch, either by emailing to Bezel support or through the Bezel app on your Orders page.

If you don’t already have the Bezel app, you can download it through the App Store.

* Examples of items that do not match their description or photos include, but are not limited to, a watch that arrives with signs of wear that weren’t described as such nor photographed in their listing, a watch that arrives with a bracelet or strap with a non-functioning clasp that wasn’t described, a watch that needs repair to work but wasn’t described as such, etc.

** Examples of missing features include, but are not limited to, box & papers if the listing was described as containing these, extra links for a metal bracelet that were promised, manufacturer’s warranty card if promised, servicing log if promised, etc.

What happens once I submit my request to Bezel?

Once your claim is submitted, a Bezel support specialist will follow up within one to two business days.

In the event your item meets one or more of the requirements outlined above we will provide you with a shipping label to be used to send the item to Bezel. Your item must be shipped within 2 business days of receiving the shipping label. Bezel must receive the item in the same condition in which it was shipped to you in order for you to be eligible for any refunds or support.

In the event of a counterfeit watch, the buyer shall cooperate with us in the investigation and final disposition of the item, including providing photographs and other evidence of the watch’s condition, providing the watch to law enforcement, destroying the watch, or delivering the watch back to us, at our direction. If we elect to have the Buyer destroy the item, the Buyer shall provide reasonable proof of destruction to us. We will refund or provide Bezel credit for all fees and costs paid by the Buyer for the item (including shipping and handling). In no event may a Buyer resell any item (on Bezel or elsewhere) that is reasonably believed to be counterfeit.

A Bezel support specialist may offer Bezel Credit available for immediate use in lieu of a refund. In the event a Buyer accepts Bezel Credit in place of a full refund, the Bezel Credit will reflect the full price of the purchased item including fees paid by the buyer such as shipping and handling.

If a full refund is initiated, the amount paid including shipping costs will be credited back to the original payment method. Please allow 5 to 7 business days for the refund to be reflected on your next billing cycle.

If you have any additional questions regarding our Buyer Protection Policy, please feel free to reach out to or search our FAQs for more details.

How do you ensure sellers are trustworthy?

In addition to feedback provided by the Bezel community, we are able to create a safe and trusted marketplace through our digital authentication process. This is done by assessing an item’s photos and description prior to the listing of the item. If we believe an item may be inauthentic or does not meet our quality standards, the item will ultimately not be listed on Bezel.

We also provide our sellers with Bezel shipping labels to ensure we can track your order every step of the way.

What if a seller does not confirm my order and it is canceled?

We have policies in place to strongly discourage sellers from being unable to fulfill orders as purchased. If something of this nature happens, Bezel will work directly with the buyer to try to find an alternate solution.

What does the Buyer Protection Policy mean for me, the seller?

In the event your sold item falls within one of the categories outlined in the Buyer Protection Policy, you may experience one, or more, of the following:

Your seller status drops.

You owe a higher commission fee on each item sold.

The cost of the item is not ultimately paid out to you, the seller, or we require you to return any money you have already received.

You are either temporarily or permanently suspended from selling items on Bezel.

If you feel as though your item was inaccurately determined to be in violation of our Buyer Protection Policy, please reach out to our customer support team for further assistance. Please review our Seller Policy to learn more.

If you have additional questions about selling on Bezel, please visit the Bezel FAQs.