Refund policy

1. Custom-Made Product Disclaimer

All watches sold are custom-made, hand-assembled, and made-to-order using aftermarket components and NH35 movements. Due to the unique and personalized nature of our products, returns or refunds for change of mind are not accepted.

2. Eligible Returns

You may request a return or refund only if:

  • The watch arrives damaged, faulty, or significantly not as described.

  • Issues are reported within 48 hours of delivery with clear photographic evidence.

Claims submitted after this period will not be eligible for refund or return.

3. Non-Eligible Returns

The following conditions are not eligible for returns, refunds, or exchanges:

  • Normal wear and tear, scratches, or marks from regular use.

  • Damage caused by water exposure, impact, or misuse.

  • Variations in dial colors, lume performance, or minor cosmetic differences due to hand assembly or photography.

  • Watches modified or serviced by anyone other than our authorized service personnel.

4. Reporting a Faulty Product

To request a refund or replacement for an eligible issue:

  1. Email us at BezelAndCaseCo@gmail.com within 48 hours of delivery.

    • Your order number

    • Clear photographs showing the issue or defect

    • A detailed description of the problem

      Include:

       

We will respond within 48 hours with instructions on how to proceed.

5. Refunds

If a return is approved:

  • Refunds will be processed to the original payment method.

  • Shipping costs are non-refundable, unless the item was received faulty or not as described.

  • Refund processing time may vary depending on your payment provider but usually takes 5–10 business days.

6. Replacements

If a replacement is offered:

  • We will build and ship a new watch matching your original order specifications.

  • Replacement delivery times are approximately 1.5–2 weeks, excluding shipping delays.

7. Return Shipping

  • Customers are responsible for return shipping costs, unless the item was received faulty or incorrectly described.

  • Returns must be securely packaged to avoid damage in transit. We recommend using tracked shipping.

8. Warranty Exceptions

  • The 30-day warranty covers mechanical defects in assembly or movement function only.

  • It does not cover water damage, accidental impact, misuse, or cosmetic wear.

9. Amendments

We reserve the right to update or amend this Refunds & Returns Policy at any time. The version in effect at the time of purchase will apply.