Return shipping is paid by you when you change your mind, and by us when the fault is ours. Bespoke builds are made to your specification and cannot be returned. Everything below says exactly how it works.
Refund policy
Thirty days to change your mind, at your cost, and a two-year warranty on the mechanism.
Right of withdrawal
You may return any item within thirty days of delivery, no reason needed. This is in addition to any statutory right you hold.
The item must come back unused, complete, with all accessories, in its original packaging and in a condition that allows it to be sold as new. Items that show use, marks or missing parts are refunded at a reduced value or returned to you.
How to start a return, step by step
1. Email hello@watchwinderhouse.com with your order number and say you are returning the item. No reason is needed.
2. We reply within one working day with a return authorisation number. Do not send anything back before you have it: an unannounced parcel cannot be matched to an order and cannot be refunded.
3. Pack the item in its original packaging, write the authorisation number on the outside, and send it, tracked and insured, to the return address below.
4. The parcel is inspected on arrival and the refund is issued within 7 to 14 days.
Return address
Returns are inspected at the warehouse that dispatched your order, so the address depends on where your parcel shipped from. We give you the exact address in the same email as your return authorisation number, within one working day of your request.
Do not send a parcel back to any address other than the one in that email: a parcel sent elsewhere cannot be received, inspected or refunded.
Who pays for the return
Change of mind: you arrange the return and you pay for it. We do not issue prepaid labels, so you are free to use any tracked, insured carrier you like. Keep the receipt: an item lost or damaged on its way back to us cannot be refunded.
Heavy items. Cabinets and safes weigh between 5 and 40 kg and some travel on a pallet, which costs considerably more to return than a parcel. Ask us before you order and we tell you what a return would cost for your country and your model, so there is no surprise afterwards.
Faulty, damaged or not what you ordered: we pay the return in full. Send us photographs, we confirm the fault, and we cover the carrier. You are never out of pocket for our mistake.
Refund timing
Once the item reaches us and passes inspection, the refund of the item price is issued to your original payment method within 7 to 14 days. Your bank may take a further three to five days to show it. Original shipping is not refunded. Import duties and taxes you paid to your own customs authority are not ours to refund: claim them back directly from customs, which most countries allow when goods are re-exported.
Faulty items
A manufacturing fault in a motor, board or lock within two years is repaired or replaced free of charge. You send the unit to us; we cover the return leg. Wear on cushions, glass and lacquer from normal use is not covered.
What we cannot accept
Items damaged by misuse, opened housings, missing power adapters, items returned without prior agreement, and any item returned after thirty days without a warranty claim. Bespoke builds such as the Monolith are made to order and cannot be returned.
Starting a return
Write to us with your order number. We answer within one working day and send you the return authorisation number and the address.
hello@watchwinderhouse.com