Customer Support

Returns & Cancellations

We want you to love your watch. If something isn't right, we'll make it right. Here's everything you need to know about returns, cancellations and your rights as a customer.

30-day return policy

You have 30 days from the date you receive your watch to request a return. If 30 days have passed since delivery, we're unable to offer a refund or exchange.

To be eligible for a return, the watch must be in its original condition — unworn, with all tags and packaging intact. We inspect every returned item before processing the refund.

Watch must be unworn and in original condition
All original packaging, tags and accessories must be included
Custom-engraved watches cannot be returned unless defective
Shipping protection refunds are handled by the insurance provider
Items purchased on sale are eligible for store credit only

Please note

Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective. We recommend using a tracked shipping service — we can't be held responsible for items lost in return transit.

How to request a return

Starting a return is simple. Just follow these steps:

Log in to your account at hourhand-watches.com using the email you placed your order with.

Go to your order history and select the order you'd like to return.

Click "Request Return" and tell us why you'd like to return the item. We'll review your request within 24 hours.

Ship it back. Once approved, we'll send you return instructions. Pack the watch securely and use a tracked shipping method.

Refund processed. Once we receive and inspect the watch, your refund will be issued within 5–10 business days.

EU right of withdrawal

If you're ordering from within the European Union, you have a legal right to withdraw from your purchase within 14 days of receiving your order — no questions asked. This is separate from our 30-day return policy.

To exercise your right of withdrawal, contact us within 14 days of delivery. The item must be returned in its original condition. We will refund the full purchase price including the original shipping cost.

Your rights under EU law

Under the EU Consumer Rights Directive (2011/83/EU), you have 14 days from the date of delivery to withdraw from a distance purchase without giving any reason. To exercise this right, email support@hourhand-watches.com with your order number and a clear statement of your decision to withdraw.

How refunds work

Once we receive and inspect your return, we'll notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days. Depending on your bank, it may take an additional few days to appear on your statement.

If your watch arrived damaged or defective, we'll cover the return shipping and issue a full refund or send a replacement — whichever you prefer. Just email us with photos of the issue and we'll sort it out.

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