Warranty and return – Store policies

Warranty Coverage and Returns

2-Year Craftsmanship Guarantee
We stand behind the quality of every timepiece crafted by our expert watchmakers. Your purchase includes a 24-month warranty covering:

• Defects in materials, assembly, or movement.

• Replacement parts (e.g., crystal, bezel) at no cost (shipping fees may apply).

Exclusions: Damage from misuse, accidents, or unauthorized modifications.

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Returns & Refunds

Eligibility Criteria

• Items must be unused, undamaged, and in original packaging with all protective plastics intact to apply.

• Returns with removed protective plastics or signs of use will incur a 20% restocking fee (explained below).

• Restocking fee clealry does not apply for items that are shipped back becasue defective or because the wrong item was delivered (hence in the instance of a replacement).

Restocking Fee Justification
If protective plastics are removed, the watch cannot be resold as new. The 20% fee offsets labor and component replacement costs required to restore the product.

Return Process

1. Contact Support: Initiate a return via live chat, email reply, or WhatsApp (+393513588651).

2. Ship Securely: Use a trackable service (customer covers return shipping, which will be refunded only if you’re awaiting a replacement).

3. Inspection: Refunds/Replacements processed within 10–14 business days post-inspection.

Return Scenarios

• Defective Product: Free replacement (return shipping refunded).

• Non-Defective Return (used/plastics removed): 20% restocking fee applies + shipping costs of return.

• Lost/Damaged Shipment: Free replacement via express delivery. Declining replacement voids eligibility.

• Component Replacement: Parts shipped free of charge; no full return required.

• To summarize, returns are always accepted, in case of defective watches, a free replacement will be provided, in case of non-defective ones (e.g. buyer’s remorse) a 20% restocking fee will apply if the watch doesn’t have its protective plastics on and or shows signs of usage (if no evident signs of usage show but the plastics are off, we will still charge the restocking fee) + the cost of shipping it back.
  In case the non-defective return is still intact and with its protective palstics, only the shipping charges will be paid by the customer, and no restocking fee will apply.

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Order Cancellations

• Same-Day Cancellations: Full refund if canceled within the calendar day of purchase (e.g., order placed August 16 must be canceled by 11:59 PM August 16).

• Post-Day Cancellations: 20% assembly fee applies to offset labor costs.

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Shipping & Delivery

Customer Responsibilities

• Track packages and liaise with carriers for delivery issues.

• Pay import duties (which will be then refunded by us) and resolve customs delays.

• It’s the customer’s full responsibility to reach out to shipping providers for customs’ clearance and other issues with their shipment, failure to do so will void any furhter assistance in regards to the order and will not qualify for a refund or return.  

Delivery Estimates

• Timelines at checkout are estimates only. Delays due to carriers, weather, or customs do not qualify for refunds.

• We do not guarantee delivery dates for events (e.g., birthdays, holidays).

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Customer Responsibilities

1. Communication: Maintain respectful dialogue with our team. Threats, abuse, or discriminatory language (including racism) will terminate support.

2. Dispute Resolution: Contact us directly before initiating payment disputes. Unresolved issues escalated to payment processors (e.g., Klarna) without prior communication may void eligibility for refunds/replacements.

3. Public Feedback: Maliciously false reviews (e.g., Trustpilot) intended to harm our reputation must be retracted before support resumes.

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Refund Process

• Approved refunds are issued within 10–14 business days of inspection. Bank processing times may vary.

• Refunds exclude original shipping fees and restocking fees (where applicable).

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Final Notes

We deeply value your trust in our handcrafted timepieces. Our policies aim to balance fairness to customers with respect for our artisans’ labor. For questions, contact us via:

• Email: Reply to your order confirmation.

• Live Chat: Available on our website.

• WhatsApp: +393513588651.

Policy updated February 2025. Terms subject to change with notice.