Warranty & Returns
As an authorized dealer, all of the new watches we sell come with their manufacturer's warranty unless otherwise stated, just as if you purchased the watch directly from the microbrand. Manufacturer's warranties vary but are typically for a two year period from the date of your purchase and cover manufacturing defects. A summary of the warranty length is included in each listing and often you'll get a card with your watch from the manufacturer that has details of the terms. Warranties often cover the movement, but do not cover misuse, wear and tear, or any damage to the watch that occurs after you receive it, such as, for example, if you dropped it. To obtain a manufacturer's warranty repair, you will need to contact the microbrand in question. If you're not sure of the contact details then please let us know. We'll be glad to help put you in touch.
Almost all of the watches we sell on our site are new watches we've received from microbrands for resale. However, we do have one section on our site, the Owner's Watch Box, which can include second hand watches from the owners' personal collection. The Owner's Watch Box watches do not always include a manufacturer's warranty but these watches are still covered under our own Supplemental Warranty Coverage.
Please note that unless otherwise required by law, items other than watches do not come with a warranty, either express or implied.
Supplemental Warranty Coverage
All of the watches we sell come with our own supplemental warranty as a secondary complementary coverage for a period of three months from the date of purchase. This means that if your watch has a manufacturer's warranty, you'll need to use that instead as the primary warranty coverage. However, if for any reason a microbrand goes out of business or doesn't honor their warranty, our supplemental warranty coverage can be applicable. Additionally, if your watch doesn't come with a manufacturer's warranty, then you can also look to this secondary coverage too.
Our supplemental warranty covers any manufacturing defects, and can in particular provide peace of mind for those looking to buy any second-hand timepieces. It does not cover any accidental or intentional damage since the timepiece was shipped to you, or any wear and tear, misuse or inappropriate treatment since it's been in your possession. Please note that opening or modifying your watch will invalidate this warranty. Once we have received your watch from you, including the original box and papers and any accessories, all in good condition, and have verified the defect, we will try to see if we can effect a repair then return it to you at our cost, and failing that will offer you a replacement or refund. If no issue is found, the issue is not a manufacturing defect, or ancilliary items are missing or not in a good condition, we will contact you so you can arrange payment to have the watch shipped backed to you via a tracked and insured shipping service. If after three months and multiple attempts to contact you, we haven't heard back from you with payment, we may treat the watch as abandoned property and dispose of it.
To request supplemental warranty coverage, please use our contact form to get in touch, or ping us using our web site's online chat. Please remember to include your invoice number and details of the issue. You must obtain an RMA (Return Merchandise Authorization) number from us before attempting to return any watch, and we recommend sending it via a tracked and insured shipping service. We do not accept responsibility for any watches not received, watches received from customers that are sent without the appropriate RMA number, or watches sent to our Seattle facility, which doesn't accept package deliveries. We will let you know which service center address to use when providing you with your RMA number.
If you order a watch from us, you're free to cancel your order at any time and get a full refund, right up until the time we package this watch ready for shipping to you. This also applies to all pre-orders placed with us as well, unlike Kickstarter and most other retailers. The only exception to our cancellation policy is if you have paid for a watch that is to be uniquely customized for you, such as with your personal name engraved. In this situation, if the manufacture hasn't started then of course we'll give you a full refund, but if work on your custom timepiece has begun then we would be unable to do so.
When we have your watch in stock and have finished testing and packaging, (which typically includes filling out a warranty card or submitting warranty information to the microbrand,) then cancellations are no longer possible. If you're ordering an in-stock item, we do often test and package orders right away, even outside of normal business hours, so please contact us immediately using the online chat function on our web site if you've changed your mind. If a member of staff is working, they'll then either be able to respond live or get an alert on their 'phone in addition to us receiving an automated email. We also make sure to check our online chat messages before working on any order.
We ship watches tracked via an air courier service to either the address specified, or your official PayPal shipping address if paying via PayPal. We allow three days (72 hours) from the time the tracking service reports your watch as delivered for you to inspect the timepiece and report any delivery issues such as damage or manufacturing defects and request a return. Our return policy only applies to watches that have not been worn, and are still in a pristine new condition, excepting any damage in transit. Once a watch has been worn then it may still be covered under warranty with regard to any manufacturing defects, but cannot be returned for a refund. We therefore advise customers to carefully check and test their timepieces before wearing them. (Generally this is a good practice to adopt for all watch purchases, no matter the retailer.)
Please also note that under this policy, we do not accept returns simply because you've changed your mind about the purchase. Once we've shipped, all sales are final unless there is a damage to the timepiece or manufacturing defect present in the watch upon your receipt of the item which is reported to us in a timely manner and the watch is otherwise still pristine, new and unworn. Most of our watches sell for less than the recommended retail price and at lower pricing than found elsewhere. In order for us to maintain these discounts, we regret that we are not able to offer a more liberal return policy. In addition, many of our watches are limited editions with unique serial numbers and come with warranty cards where the serial number and sale date are recorded, which once completed, can't be reissued. Our return policy is designed to ensure customers who receive goods that are damaged in transit have an effective means of obtaining a full refund, (or replacement if the customer so desires and we have the same model in stock,) without needing to recourse to a warranty repair.
To request a return under this policy, please use our contact form to get in touch, or ping us using our web site's online chat within this 72 hour period. Please remember to include your invoice number and details of the issue. You must obtain an RMA (Return Merchandise Authorization) number from us before attempting to return any watch, and we recommend sending it via a tracked and insured shipping service. We do not accept responsibility for any watches not received, watches received from customers that are sent without the appropriate RMA number, or watches sent to our Seattle facility, which does not accept package deliveries. We will let you know which address to use when providing you with your RMA number.
If the watch is not damaged or defective, or not all of the original box, papers and accessories have been received, or it is no longer in an unworn or new condition, then we will be unable to effect a refund or replacement, and we will contact you so you can arrange payment to have the watch shipped backed to you via a tracked and insured shipping service. If we haven't received payment from you that covers the return shipping cost within three months after attempting to contact you, we may treat the watch as abandoned property and dispose of it in accordance with our local regulations.
When issuing any type of refund, we will refund via the same method as the original payment only. For example, if you paid via PayPal, we'll issue a refund through PayPal, and if you paid using a credit card, we'll refund against the same credit card. We do not charge a restocking fee, but customers are generally responsible for cost of returning any goods to us.
Usually a signature is required on delivery for the packages that we send out. If no one is present to sign then a note is left with instructions on where to pick up the package from a nearby location, such as a post office. If the package isn't picked up within a reasonable time (at the post office's discretion) then the package may be returned to us. If you intend to travel away from home for an extended period and no one else will be present to sign for a delivery, please feel free to let us know and ask us to hold your package for a few weeks before shipping it. We'll be glad to help out.
When a package is returned to us that wasn't accepted at the destination address provided, either because no one showed to sign for it, the address given is invalid, delivery was refused at the recipient's address, or for non-payment of any import duties or taxes, then we'll contact the customer concerned via the email address provided to let them know so they can schedule a redelivery. Customers are responsible for first paying us a redelivery fee that covers our cost to reship, which can be via PayPal or a separate invoice, before we send goods out for a second delivery attempt. Customers have three months in which to make this arrangement else any returned item will be treated as abandoned property and will be disposed of accordingly. Our aim is to have happy customers enjoying their timepieces, so if you contact us to let us know about any long term travel plans, we'll be happy to hold your shipment.