Refund policy

REFUND & RETURN POLICY

Last updated: September 20, 2026

WatchModLab creates made-to-order and personalized watches. Please review this policy before placing an order. Nothing in this policy limits any mandatory consumer rights that apply in your country or region.

STANDARD, NON-PERSONALIZED ITEMS

Eligible standard, non-personalized items may be returned within 30 days after delivery.

To be eligible for a return, the item must be unused, unworn, in its original condition and packaging, and accompanied by proof of purchase. Returns sent without prior authorization may not be accepted.

Unless the item is damaged, defective or incorrect, the customer is responsible for return shipping costs. We recommend using a trackable shipping service.

CUSTOM AND PERSONALIZED ORDERS

Custom and personalized products are made specifically to the confirmed order specification. Once production, customization or the procurement of project-specific materials has started, these orders cannot be cancelled, returned or exchanged because of a change of mind.

This includes, without limitation:

- Custom or personalized dial designs
- Customer-supplied photographs, artwork or logos
- Engraving
- Hand-painted dials
- Custom-selected components or configurations
- Private-label, corporate and batch projects

Approved design choices, colors, layouts, logos, artwork, engraving and component selections are not considered defects. If the finished product does not match the confirmed specification because of a production error, please contact us so that we can review and resolve the issue.

ORDER CANCELLATIONS

If you need to request a cancellation, contact us within 12 hours of placing the order. Cancellation is possible only if production, customization and project-specific purchasing have not started.

If WatchModLab is unable to complete an order to the agreed production standard, we will contact the customer and provide an appropriate solution, which may include cancellation and a refund of the amount paid for the affected order.

DAMAGED, DEFECTIVE OR INCORRECT ORDERS

Please inspect your order after delivery. If the item arrives damaged, defective or incorrect, contact us as soon as possible and no later than 7 days after delivery.

Please provide:

- Your order number
- A clear description of the issue
- Clear photographs or video of the item
- Photographs of the packaging if the issue may be related to shipping

Delivery-related reports made after 7 days may be harder to verify with the carrier. Quality issues that appear later may still be covered by the separate Warranty & Support terms.

After reviewing the information, we may offer repair, replacement, return or refund, depending on the circumstances.

WARRANTY-RELATED RETURNS

Every WatchModLab watch includes a 12-month commercial warranty from the date of delivery for confirmed manufacturing, assembly and production-related defects under normal use.

For a confirmed warranty-related quality issue, WatchModLab will cover reasonable return shipping costs. Contact us and receive return instructions before sending any item back. Full warranty terms are available on our Warranty & Support page.

RETURN PROCESS

To request a return or report a problem, contact:

hello@watchmodlab.com

If the return is approved, we will provide instructions and the appropriate return address. Do not return an item without receiving authorization and return instructions from WatchModLab.

REFUNDS

After an authorized return is received and inspected, we will notify you of the outcome.

If approved, the refund will be issued to the original payment method within 10 business days. Your bank or payment provider may require additional processing time before the refund appears in your account.

Original shipping, express shipping, customs duties, taxes and other third-party charges are not refundable unless required by applicable law or unless the return results from an error confirmed to be the responsibility of WatchModLab.

EU AND OTHER MANDATORY CONSUMER RIGHTS

Where applicable law provides a right of withdrawal for distance purchases, that right continues to apply to eligible standard goods. Goods made to order or clearly personalized may be excluded from the ordinary cooling-off right. This exception does not remove any legal rights relating to goods that are defective, not as described or otherwise non-conforming.

CONTACT

For return, refund or order-support questions, contact:

hello@watchmodlab.com

WatchModLab
Guangzhou, Guangdong Province, China