Refund policy

Return and Refund Policy

Customers have a period of 30 days from the receipt of the product to request a return. However, we highlight that returns due to dissatisfaction with the product (without defects or damages) can only be made within the first 14 days after delivery, in accordance with Article 10 of Decree-Law No. 24/2014.

Please note: In cases of return due to dissatisfaction, the refund will be issued exclusively as store credit. No cash or card refunds will be processed unless the return is due to a product defect or error on our part.

After the 14-day period, returns will only be accepted in cases of defects, damages, or incompatibilities with the purchased product. In such cases, the buyer is responsible for the return shipping costs.

Additionally, custom-made products created using our Creator tool are non-returnable and non-exchangeable, as they are made to order and tailored specifically to the customer's preferences. This is in line with Article 17(1)(c) of Decree-Law No. 24/2014, which states that the right of withdrawal does not apply to goods that are customized or made to the consumer’s specifications.

All watches are customized according to the design shown in the first product photo, which serves as the reference for the final build. Any additional features or variations that may appear in other photos (e.g., magnifying glass, bezel type, strap variation) are for illustrative purposes only. If a specific detail is desired, it must be clearly requested at the time of purchase. Requests made after the order has been processed will not be eligible for free modifications or replacements.

To be eligible for a return and refund (or store credit), the product must be in its original condition, with no signs of use, and all protective plastics intact. Watches with removed or re-applied plastics are considered used and will not qualify for return or exchange under this policy.

The returned products must also be clearly identified with the original order number. If the order number is not provided, we cannot guarantee the acceptance of the return.

Return shipping costs are the responsibility of the buyer.

We do not accept cancellations of orders once they have been confirmed. If you no longer wish to keep the item, you will need to wait for it to arrive and proceed with a return according to our return policy. Please ensure the item is returned in its original condition and packaging to be eligible for a store credit or refund, depending on the reason for return.

If you need to initiate a return or have any questions about your purchase, please reach out to us. Our team is here to assist you and ensure a smooth resolution for any concerns you may have.