Refund policy
Refund & Warranty Policy
Pre-Built Watches
We accept returns on pre-built watches within 14 days of delivery. To be eligible, the watch must be in its original, unworn condition with all original packaging included. Items showing signs of wear, modification, or damage will not be accepted.
To initiate a return, email us at info@s24handmade.com with your order number and reason for return. We will provide return instructions within 1–2 business days. Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective.
Once your return is received and inspected, we will process your refund within 5–7 business days to your original payment method.
Custom Configurator Builds
All custom configurator builds are final sale and are not eligible for return or exchange. Because each configurator watch is assembled specifically to your selections, we are unable to accept returns on these orders once production has begun.
Warranty
Every watch we build is backed by a 30-day movement warranty from the date of delivery. This covers mechanical defects in the movement only.
The warranty does not cover:
- Physical damage, scratches, or dents
- Water damage
- Damage resulting from misuse, improper handling, or unauthorized modification
- Normal wear and tear
To make a warranty claim, contact us at info@s24handmade.com within 30 days of delivery with your order number and a description of the issue. We will review your claim and respond within 2 business days.
Damaged or Incorrect Orders
If your order arrives damaged or you received the wrong item, contact us at info@s24handmade.com within 7 days of delivery with clear photos and your order number. We will make it right at no cost to you.