Refund policy

RETURNS & REFUNDS POLICY

Last updated: [01/01/26]

At HourHand, we want every customer to feel confident in their purchase. If for any reason you're not satisfied, you may be eligible to return or exchange your product. Please read our policy below carefully.

1. Returns for Damaged or Defective Items

If your item arrives damaged or with a manufacturing defect, please contact us immediately after delivery. We will cover return shipping and offer either:

  • A replacement item, or

  • A full refund including the original shipping cost.

2. Exchanges

If you'd like to exchange your watch for a different model, please notify us within 14 days of receiving your order. You will be responsible for return shipping (unless the exchange is due to a defect), but we will ship the new item to you free of charge.

To be eligible for an exchange, the item must be:

  • In new, unused condition

  • In its original packaging

3. Returns for Non-Defective Products

Standard watches (not custom-made) can be returned for a full refund if:

  • We are notified within 14 days of delivery

  • The item is returned unused and in original packaging

Exceptions – Not Eligible for Return:

  • Watches built to customer specifications (outside our listed models)

  • Products with custom logos or engravings

  • Any specially built or personalized items

Accessories may be returned if unused and in original packaging.

4. How to Initiate a Return

To start a return, contact our customer support at:

Email: support@hourhand-watches.com
Include your order number, reason for return, and any photos if relevant. We will guide you through the return process.

5. Return Conditions

  • The product must be in unused, resellable condition

  • It must be returned in its original packaging

  • Any accessories must also be returned

  • We strongly recommend using a tracked shipping method

6. Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that banks or credit card companies may take additional time to process the refund.

If more than 15 business days have passed since approval and you have not received your refund, please contact us at support@hourhand-watches.com.

7. EU 14-Day Right of Withdrawal

Customers in the European Union have the legal right to return an order within 14 days of delivery without providing a reason. This right does not apply to:

  • Custom or personalized items

  • Products made to order outside our standard catalog

If you have any questions, we’re here to help. Contact us at support@hourhand-watches.com, and we’ll be happy to assist you. By placing an order, you agree to the terms outlined in this policy.