Warranty, Returns, and Refunds
We want you to enjoy what we've designed so we strive to achieve a level of quality for you to have peace of mind.
If you haven't yet, read our User Manual for tips on how to properly use your watch and its proper care. This will also help prevent you from damaging your watch should there be features you are unfamiliar with.
Watches. Warranty begins the day the item it is shipped. Watches in general, don't need maintenance servicing during the warranty period. However, it is advised to have it undergo such a service every five years. Contact your local watchmaker for such a service.
Straps. These items have less coverage for warranty and we don't normally accept returns. However, we are more than happy with a replacement should there be defects with the straps.
For both item categories, contact us right away if something is not right such as a malfunction, defect, or late/lost deliveries.
Claims Under Warranty
What we cannot claim under warranty are faults caused by:
- normal wear and tear
- external factors
- improper use
- unauthorised tampering
In case of repairs, it will take time and may need a couple of months or more to have it sent back to you. What we can do is talk to you throughout the process so you know what's happening.
Flexibility with repairs. We can let your local watchmaker do the repairs for you should it be more convenient and expenses can be claimed under warranty with the scope of the fix agreed upon by both parties beforehand. This alternative has to be done in utmost care however, as any work outside the agreed repairs will not be covered by warranty.
We also require a scan of the receipt from your watchmaker. This will be the official proof of the cost of the repairs and will contain the amount that we'll reimburse to you.
Returns & Refunds
We can issue refunds under reasonable circumstances including:
- change of mind
- wrong order purchased or received
Contact us first before sending it back within 14 days of receiving it. You will have to handle return shipping (except if it's an error on our part) and has to be unworn, undamaged, in its original packaging with all protective films intact.
If it was returned to us and any of the conditions above is not met, we can't issue a refund. We can still send it back to you however, but you need to handle the shipping cost.
After we received and inspected the item, we can then send the refund within seven business days. We will refund only the item value without the cost of shipping. So with a total purchase of $100 and a shipping fee of $10, you will be refunded $90.
NOTE: A full refund including the shipping fee can be issued if a customer manages to purchase an item that is out of stock.
Pre-ordered purchase. If it was pre-ordered line one of our crowdfunding campaigns, 10% is also taken away from the refund value lowering it to $81.
Questionable transactions. We reserve the right to cancel, refund, or refuse an order if it's found fraudulent or untrustworthy. Our payment gateways use sophisticated fraud detection mechanisms which can determine if a transaction is of high risk. This include, and is not limited to, orders made with stolen or fake credit cards, impersonation, or suspicious billing or shipping addresses.
Accidental transactions. We may also refund and cancel an order in situations that is deemed accidental or mistaken on our part. Transactions claimed as accidental by a customer is subject to a restocking fee of 5%.
Lost or late items. Please take into consideration the amount of time a parcel needs to reach its destination. Most arrive within three weeks after the item is shipped, less for those using private couriers like DHL. Purchases that travel by regular mail like straps, please allow a maximum of four weeks for delivery before we are allow a refund or replacement.
If you fear an item is lost or late (for those with tracking), we'll do our utmost diligence to investigate on our side but may need your assistance should your local courier can be contacted. This usually solves most cases and if we cannot locate your item after four weeks after shipping, we are open on issuing a refund or replacement.
Returning an item. When sending an item back to us you need to secure the condition of the item during return shipping, especially against loss or damage. We cannot make a warranty claim or issue a refund if such a thing happened during transit.
External factors. We cannot be held liable for situations that is not in our control such as theft, unreported change of address, and natural disasters. As such, it will be up to the recipient to handle these situations. Couriers we work with can only cover for late or missing deliveries and we can offer some assistance in these situations.
Customs inspections. It may be, depending on the laws of your country, inspectors are authorised to open packages upon landfall before delivering it to your address. If you suspect that this is not the case, make sure you contact the local courier or post office who made the delivery. In most cases, they will be helpful in determining the status of your shipment when it arrived.
Courier options. If you are not confident that you'll receive your item under safe conditions, consider getting private courier services for shipping like DHL or have it delivered to a different address like your place of work instead of your home where you could be away for most of the day. Also make use of the tracking link we provide when we send out the shipment.