Refund policy
Return Policy
We take pride in crafting each watch to order. Please read our return policy carefully before purchasing.
3-Month Warranty on Watch Movement
We offer a 3-month warranty on the movement of every watch, covering any functional defects that are not caused by accidental damage or misuse.
To make a warranty claim, please provide a clear photo or video showing the issue. The watch must still be within the 3-month warranty period, and the issue must be clearly visible in the photo or video.
Made-to-Order Products
At The Watch G, every watch is custom-built to order — nothing is pre-assembled or kept in stock. Your watch is only built after your purchase, based on the options you select at checkout.
These options may include:
- Case color or material
- Bezel type
- Strap type
- Additional features or accessories
Even if you select a preset or default configuration, the watch is still built specifically for you.
In line with EU Consumer Rights Directive 2011/83/EU, Article 16(c), custom-made and personalized products are exempt from the standard 14-day right of withdrawal.
This means:
All orders are final. Returns or cancellations are not accepted unless the product is defective or an error was made on our part.
No Returns or Exchanges
We do not accept returns or exchanges due to:
- Change of mind
- Incorrect selection
- Personal preference
Please review your order carefully before placing it.
Defective or Incorrect Products
If you receive a defective or incorrect item, we’ll make it right.
We will offer either to:
- Repair the item
- Replace it with the same model
If neither is possible, we’ll issue a full refund.
Shipping:
We cover return shipping costs for defective or incorrect products. A prepaid label will be provided, or we’ll reimburse you for standard tracked shipping.
Partial Refunds
Partial refunds may apply in cases such as:
Customer-caused damage:
- Scratches, broken parts, water damage, or tampering
- Refund reduced based on value loss or repair costs
Missing items:
- Packaging, tools, or extra links not returned
- Deduction based on value of missing parts
Excessive use:
- Signs of wear beyond basic inspection
- Worn leather, opened case backs, etc.
Returns without approval or outside the return window are not accepted.
Return Instructions
To begin a return (for a defective or incorrect item):
- Contact us within 14 days of receiving your order
- Include:
- Your order number
- A brief description of the issue
- Photos or video if possible
We’ll respond with instructions for return or repair.
Need Help?
Email us at: the.watch.guy.contact@gmail.com
We aim to respond within 24 hours.