Return & Exchange Policy
This policy covers returns/exchanges for our watches (sold via our Shopify store). For inquiries, use the contact details below.
1. Eligibility Requirements
| Item Type | Return Window | Exchange Window | Key Conditions |
|---|---|---|---|
| All Watches | 30 days post-delivery | 15 days post-delivery | Unused, original tags/packaging (watch box, manual, warranty card) intact; no scratches on case/strap, no battery activation |
| Defective Watches | 48 hours post-delivery | 48 hours post-delivery | Faulty movement, broken strap, scratched glass (from manufacturing) — photos/videos required for verification |
2. Process Steps
- Request: Email kiln-ramjets.3f@icloud.com with your Shopify order number, watch model, reason for return/exchange, and supporting proof (e.g., photos of a faulty dial).
- Approval: We respond within 2 business days. Approved requests get a return address (our St. Leonards-on-Sea hub: 101, SEDLESCOMBE ROAD NORTH, ST. LEONARDS-ON-SEA, ENGLAND, TN37 7EJ) and unique return ID.
- Ship Back: Send the watch within 7 days. Use the original padded box (or equivalent shockproof packaging) to avoid transit damage (e.g., scratched case, bent strap).
- Finalization: Inspection takes 3-5 days (checks wear, packaging, and defect validity). Eligible exchanges ship in 48 hours; refunds process via Shopify Payments in 3-5 business days.
3. Fee Details
- Defective/Wrong Items: We cover round-trip shipping (reimburse up to £15 / €18 via logistics receipt).
- Personal Reasons: You pay return shipping + 7% restocking fee (covers watch inspection, repackaging, and sanitization).
- Ineligible Items: Used watches (scratched case, worn strap), watches without original packaging/warranty card, customized styles (e.g., engraved dials) — refused, you bear return shipping costs.