At Wrist Time, we stand by the quality and performance of every watch we sell. Our returns protocol is designed to be efficient, clear, and secure, ensuring fairness for both our customers and the integrity of our inventory.
1. 7-Day Inspection and Return Initiation
We offer a strict 7-calendar day period, starting from the confirmed date of delivery, during which a return must be formally initiated. This limited period is set to quickly resolve any issues regarding damage or defect.
Requests for returns or exchanges received after the 7-day period will not be processed under any circumstance.
2. Mandatory Eligibility for Return
Returns are accepted only for verifiable reasons: damage upon arrival, mechanical defect, or incorrect product shipped. To be eligible, the returned item must strictly meet all of the following criteria:
- Condition: The watch must be in pristine, unworn, unused, and undamaged condition. Any evidence of wear, scuff marks, scratches, or alteration (e.g., links removed, straps creased) will result in the refusal of the return.
- Security Seals: All original protective films, tags, and Wrist Time security seals (if applied) must be fully intact and unremoved. Removal of any seal immediately invalidates the return claim.
- Complete Set: The return must include every original component: the inner/outer boxes, manuals, hang tags, extra links, and all original warranty cards and documentation.
3. Essential Documentation for Claims (MANDATORY)
For any claim related to damage, defect, or wrong product received, the following is mandatory:
- Unboxing Video: A single, continuous, high-resolution video demonstrating the entire unpacking process, from the unopened, labeled shipping box to the clear display of the claimed defect or damage.
Failure to submit this mandatory, uncut Unboxing Video will result in the automatic rejection of the claim.
4. Items Exempt from Return (Final Sale)
The following items are considered Final Sale and are not eligible for return or exchange:
- Personalized/Customized Orders: Timepieces that have been engraved, modified, or specially commissioned.
- Worn or Sized Items: Watches where bracelets have been sized or straps show any sign of wear.
- Explicit Final Sale: Products explicitly marked as non-returnable on the product page.
5. Return Process and Secure Shipping Protocol
Restocking Fee: A restocking fee (up to 5%) may be applied if a watch is returned meeting all criteria but requires significant inspection, cleaning, or refurbishment.
Authorization: You must contact us for a mandatory Return Merchandise Authorization (RMA) number before shipping.
Shipping Responsibility: The client is responsible for all return shipping costs. The package must be fully insured for the total purchase price and sent via a traceable courier service.
Inspection and Refund: Upon receipt, our team will conduct a thorough inspection. Approved refunds will be processed back to the original payment method within 7-10 business days.