I shop online fairly regularly and never really had any problems returning a faulty product until I met these guys. Purchased a $500 Tissot watch which came with a faulty strap. I contacted on the day I received the watch to notify the strap was faulty and want to return it. However, instead of emailing me an instruction to return the watch, they sent an instruction on how to use a deployment buckle... I emailed them back saying the buckle is faulty but I never got a response from them again. Sent a follow up email a few days later but still nothing. I escalated it to Paypal and a few days later, they sent me a repair service paperwork which it asks me to return the watch for a repair at my own cost!! It just doesn't make any sense to send a new watch back for a repair when you got a faulty product from them in the first place. Also I live in Australia so the shipping fees will be at least $30-40 and it took around a month to get a watch from Jomashop (ordered in early Oct and received in Nov) so by the time the watch gets sent back and repaired, I might need to wait at least 2 months to get it back. It's just been a horrible experience shopping at Jomashop. I'm pretty shocked at how this big online retailer has such a horrible return process.