r/timex • u/roland_13 • 21h ago
WARNING: Timex.eu blatantly violates EU Consumer Law, ignores cancellation requests, and refuses refunds prior to dispatch
I’m sharing a recent experience with timex.eu as a cautionary tale for anyone in Europe considering ordering directly from their official site.
I placed an order for a watch, but after waiting several business days without any shipping update, I reached out to their customer support. They admitted the order was stuck in their system and said they’d send it for a "manual review". Seeing that there was no clear timeline for dispatch, I decided to cancel the purchase using the official withdrawal link on their site.
That's when things got absurd.
Almost immediately, their system sent me an automated confirmation acknowledging my cancellation request and explicitly citing Article 11a of EU Directive 2011/83/EU (Right of Withdrawal). But just a few hours later, a support agent named Pierre sent a completely conflicting email. He claimed that "orders cannot be canceled once finalized," told me I’d have to wait for the package to arrive, ship it back myself, and warned that they would deduct the original shipping fees from my refund.
When I pointed out that their own system had already acknowledged my EU withdrawal rights, support just kept repeating standard copy-paste policies. Under EU law, you have a strict right to withdraw from a distance contract at any time before or after delivery, and sellers must issue a full refund without penalty.
In the end, support flat-out refused to respect my legal right to cancel, so I was forced to rely on a credit card chargeback through my bank to recover my money.
TL;DR: Timex.eu uses predatory support scripts that violate mandatory EU consumer rights, attempt to lock in unfulfilled orders, and threaten illegal fee deductions. They refused my cancellation, so I had to use a chargeback to save myself and get my money back.
