Nemo Grey Wave

Hi Parminder,

We’re sorry that the Nemo Grey Wave did not meet your personal expectations. We do, however, feel some context is important for anyone reading this review.

We provide detailed photographs of the watch on our product page so customers can have as accurate a reference as possible before purchasing. Naturally, design and appearance are subjective, and we completely understand that a watch may ultimately not appeal to someone as much in person.

Regarding delivery, your order was dispatched within our normal processing timeframe and was delivered approximately six days after shipment. While we always try to ship as quickly as possible, we don’t believe this represents an unreasonable delay for an international order.

We also accepted your request to return the watch even though there was no defect with the product. For a change of mind return, however, we cannot reasonably absorb all the costs associated with the original transaction including international shipping, payment processing fees, import duties/taxes and return shipping. As a small independent brand, doing so would mean taking a substantial loss on an otherwise correctly fulfilled order.

Import duties and taxes are also charges imposed by the destination country rather than amounts retained by us, so unfortunately they are not something we can simply refund.

We respect that the Nemo Grey Wave wasn’t for you, and you are of course entitled to share that opinion. We only wish the review had provided a little more context regarding the circumstances of the return and the costs involved.

We nevertheless appreciate you giving Horizon a try and wish you well with your next watch.