Refund policy
WatchMatic accepts eligible returns and provides support for orders that arrive damaged, defective, or different from what was ordered. This policy applies to purchases made directly from WatchMatic unless otherwise stated.
Return eligibility and the applicable resolution may depend on the reason for the return, the condition and type of product, and any mandatory consumer rights that apply in the customer's jurisdiction.
Nothing in this policy is intended to exclude, restrict, or replace any mandatory consumer rights or remedies available under applicable law.
| Situation | Contact WatchMatic | Return Cost |
|---|---|---|
| Change or cancellation before shipment | As soon as possible; requests within 24 hours have the best chance of being accommodated | Depends on order status and product type |
| Standard return / change of mind | Within 14 days of delivery | Customer is generally responsible for direct return transportation costs |
| Visible transit damage, incorrect item, or obvious defect | Preferably within 48 hours of delivery | WatchMatic covers reasonable approved costs where WatchMatic is responsible |
| Concealed or non-visible product issue | As soon as reasonably possible, preferably within 7 days of discovery | Depends on the confirmed cause and applicable warranty or consumer rights |
Changes or Cancellations Before Shipment
If you need to update or cancel an order, contact info@mywatchmatic.com as soon as possible and provide your order number and the email address used for the purchase.
Requests submitted within 24 hours of placing an order have the best chance of being accommodated. However, submitting a request does not guarantee that an order can be changed or cancelled once fulfillment, sourcing, customization, production, packing, or carrier handover has begun.
We will confirm by email whether the requested change or cancellation can still be completed. Different conditions may apply to bespoke or customized products as described below.
Bespoke & Customized Orders
Bespoke or customized products may require a deposit before design, sourcing, customization, procurement, or production begins.
Where a product is being manufactured or materially customized according to customer-specific requirements, including individually agreed dimensions, configurations, materials, finishes, layouts, hardware, engraving, logos, interior arrangements, or other custom specifications, the order may not be eligible for cancellation or standard return once it has been confirmed and work or order-specific commitments have begun.
Once the applicable deposit has been paid, the bespoke or customized specification has been confirmed, and WatchMatic has begun or committed resources to design, sourcing, customization, procurement, or production, the deposit becomes non-refundable if the customer subsequently chooses to cancel, pause indefinitely, or otherwise not proceed with the order, to the extent permitted by applicable law.
The deposit forms part of the total purchase price and reflects costs and commitments associated with reserving production capacity, design work, sourcing materials, customization, procurement, and other order-specific preparations.
If WatchMatic is unable to supply the bespoke or customized product materially as agreed and the order is cancelled by WatchMatic, the applicable deposit will be refunded.
Whether a particular product qualifies as a customized or customer-specific product for the purpose of any statutory exception to a cancellation or withdrawal right will be determined in accordance with applicable law. Selecting ordinary options from a standard product configuration does not automatically remove statutory consumer rights where the law provides otherwise.
Delivery Inspection, Damage & Product Issues
Please inspect your shipment promptly upon delivery. For large safes or freight shipments, we strongly recommend inspecting the outer packaging, crate, visible product surfaces, doors, panels, glass, controls, and any readily accessible components before the delivery provider leaves whenever reasonably possible.
For visible transit damage, an incorrect product, missing components, or an obvious defect, please contact WatchMatic preferably within 48 hours of delivery and provide photographs or video showing the packaging, product, shipping label where relevant, and affected area.
If visible shipping damage is present at delivery, please ask the carrier or delivery provider to record the condition on the delivery receipt or proof of delivery before acceptance whenever reasonably possible. Retain the packaging and shipping materials until WatchMatic confirms whether they are required for inspection or a transportation claim.
The 48-hour reporting period is intended to help WatchMatic investigate transportation claims promptly. It does not eliminate any warranty, conformity, or other mandatory consumer rights that cannot lawfully be limited by such a reporting period.
For problems that could not reasonably have been identified during the initial delivery inspection, including concealed or internal product issues, please contact us as soon as reasonably possible after discovering the issue and preferably within 7 days of discovery. Applicable warranty and statutory rights continue to apply according to their respective terms.
Delivery to a Customer-Appointed Third Party
If the customer independently appoints a freight forwarder, receiving warehouse, installer, moving company, storage facility, or other third party to receive the order on the customer's behalf, that party should inspect the shipment at handover and report any visible damage promptly.
To the extent permitted by applicable law, receipt by a third party specifically designated by the customer may be treated as receipt by the customer for purposes of inspection and applicable return periods. This does not apply merely because WatchMatic uses a logistics, freight, or white-glove provider as part of WatchMatic's own delivery arrangement before final delivery to the customer.
Damaged, Defective, or Incorrect Products
If WatchMatic confirms that a product was delivered damaged in transit, defective, materially non-conforming, or incorrectly supplied, WatchMatic will determine an appropriate resolution in accordance with the circumstances and applicable law.
Depending on the issue, this may include troubleshooting, replacement parts, repair, replacement, collection, return, price adjustment, or refund.
Where WatchMatic is responsible for the confirmed issue, Watch Matic LLC will cover the reasonable costs associated with the approved return, repair, replacement, collection, or other agreed resolution.
Customers should not independently arrange repairs, modifications, transportation, installation work, or third-party services for a claimed defect or damage without prior written approval from WatchMatic if reimbursement is expected.
14-Day Standard Return Period
Eligible non-defective products may be returned by notifying WatchMatic within 14 days after delivery.
This 14-day standard return period is also intended to accommodate statutory withdrawal rights that may apply to eligible distance purchases in certain jurisdictions. Where local law provides the customer with additional or more favorable mandatory rights, those rights will apply.
For an eligible standard return:
- The return request must be submitted within 14 days after delivery.
- After notifying WatchMatic of the return, the product must be sent back without undue delay and, where required by applicable law, within 14 days after the return or withdrawal notice.
- The product must be securely packaged for return. Original packaging and protective materials should be used whenever reasonably available, particularly for safes, winders, glass components, lacquered surfaces, and other products susceptible to transportation damage.
- All supplied accessories, keys, manuals, cables, components, removable parts, and included items must be returned.
- The product may be inspected to the extent reasonably necessary to establish its nature, characteristics, and functioning. Installation, extended use, modification, alteration, damage, or handling beyond what is reasonably necessary may result in a reduction of the refundable amount where permitted by applicable law.
- Proof of purchase may be required.
- For a non-defective return or change-of-mind return, the customer is generally responsible for the direct cost of returning the product unless WatchMatic agrees otherwise or applicable law requires otherwise.
Return Transportation for Large or Heavy Products
Watch safes, cabinets, and other large or heavy products may require specialized freight, palletization, crating, lift-gate service, professional handling, or collection by a specialized carrier. These return transportation costs can be substantial.
For a non-defective return where the customer is responsible for return transportation, the customer is responsible only for costs that may lawfully be charged under the applicable rules. Where applicable law requires WatchMatic to disclose or estimate the return cost for products that cannot normally be returned by post, the relevant return cost or estimate will be provided as required.
Please contact WatchMatic before arranging return transportation. We may provide a designated return location, carrier requirements, packaging requirements, or an available transportation option. The return destination may be different from the original shipping location or the address shown on the shipment.
Shipping Charges on Standard Returns
For voluntary, non-defective returns, original outbound delivery charges are generally non-refundable except where applicable law requires otherwise.
Where mandatory consumer law requires reimbursement of the original standard delivery charge following an eligible withdrawal, WatchMatic will refund the amount required by law. If the customer selected an expedited, premium, white-glove, or other delivery method that cost more than the least expensive standard delivery method offered, any amount exceeding the standard delivery cost is not refundable unless required by law.
Products Not Eligible for Standard Return
The following products are generally not eligible for voluntary standard returns, subject always to any mandatory rights that apply:
- Products genuinely made to the customer's individual specifications or clearly personalized, where the applicable law permits exclusion of the withdrawal or return right
- Bespoke or materially customized products produced or procured specifically for the customer
- Products that have been materially modified, altered, or damaged after delivery
- Sale or clearance products expressly identified as final sale, but only where such an exclusion is permitted by applicable law
- Gift cards, where permitted by applicable law
An exclusion from a voluntary standard return does not eliminate remedies that may apply where a product is defective, damaged, incorrectly supplied, or otherwise subject to mandatory consumer protection.
Requesting a Return
Before returning a product, email info@mywatchmatic.com and provide:
- Your order number
- The name and email address associated with the order
- The product you wish to return
- The reason for the return
- Photos or video where the request concerns damage, defects, packaging, or product condition
Our team will review the request and provide the appropriate return instructions, including the authorized return destination where applicable.
Please do not ship a product back before receiving return instructions from WatchMatic. Sending a product to an incorrect location may cause significant delays or additional transportation costs. This administrative process does not restrict any statutory right where applicable law provides otherwise.
Return Condition & Inspection
All returned products are inspected after receipt.
Where permitted by applicable law, WatchMatic may reduce the refundable amount to account for missing components, physical damage, unauthorized modification, installation damage, excessive handling, or diminished value resulting from use or handling beyond what is reasonably necessary to inspect the nature, characteristics, and functioning of the product.
WatchMatic will not impose a deduction where doing so would conflict with mandatory consumer law.
Exchanges
WatchMatic does not normally process standard exchanges as a direct product-for-product transaction.
If an eligible return is approved, the original product may be returned in accordance with this policy and a separate order may be placed for the preferred product. This allows the new order to be processed independently without waiting for completion of the original return.
Where applicable law requires repair, replacement, or another specific remedy for a defective or non-conforming product, WatchMatic will provide the remedy required by that law.
Refund Processing
Refunds are issued using the original payment method unless another method is expressly agreed where permitted by applicable law.
For ordinary approved returns, WatchMatic generally processes the refund after the returned product has been received and inspected.
Where applicable consumer law establishes a specific refund deadline or permits the refund to be withheld until the product has been received back or sufficient evidence of return has been supplied, WatchMatic will process the refund in accordance with those requirements.
Once the return has been received, inspected, and approved, WatchMatic generally completes its internal refund processing within 7–10 business days. Your bank, credit-card issuer, PayPal, or other payment provider may require additional time before the credit appears in your account.
If more than 10 business days have passed after WatchMatic confirms that your refund has been processed, please contact info@mywatchmatic.com.
Statutory Consumer Rights
Consumer protection laws vary by country and region. Customers may have mandatory rights relating to cancellation, withdrawal, conformity, defective products, repair, replacement, price reduction, refund, or legal guarantees that apply independently of WatchMatic's voluntary return policy.
Where any provision of this policy conflicts with a mandatory consumer right that legally applies to an order, the mandatory legal requirement will prevail only to the extent of that conflict.
This Returns & Refunds Policy does not affect any statutory rights that cannot lawfully be excluded or limited.
Contact Us
For returns, cancellations, delivery issues, or refund questions, contact:
WatchMatic
Operated by Watch Matic LLC
Email: info@mywatchmatic.com
