Refund policy

TimeCraft Watches — Refund & Warranty Policy

1. General

This Refund & Warranty Policy applies to all products sold by TimeCraft Watches.

All purchases are subject to the procedures, conditions, and return authorisation requirements outlined below.

Ownership of goods transfers only once payment has been successfully received and cleared. Risk in the goods remains with TimeCraft Watches until delivery is completed to the delivery address provided by the customer.

A courier delivery confirmation, signed delivery record, or verified delivery scan to the delivery address constitutes proof of delivery unless the customer reports non-delivery within 24 hours of delivery confirmation.

Customers are strongly advised to inspect the product immediately upon delivery. Failure to report missing items, incorrect items, or visible shipping damage within 24 hours of delivery confirmation creates a presumption that the goods were received in good condition.

2. Change-of-Mind Returns (Online Purchases Only)

In accordance with Section 44 of the Electronic Communications and Transactions Act (ECTA), customers who purchase online are entitled to a 7-day cooling-off period from the date of delivery.

During this period, a customer may cancel their purchase for any reason, provided that the product is returned in its original resaleable condition.

The customer may handle and inspect the product only to the extent reasonably necessary to determine its nature, characteristics, and functioning, as would be permitted in a physical retail store. Any handling beyond such inspection constitutes use and may disqualify the item from a cooling-off return.

A cooling-off return will only be accepted if:

  • The watch is unused and unworn
  • All protective plastics remain intact
  • The watch has not been resized, adjusted, activated, or altered
  • No bracelet links have been removed
  • No strap has been cut or fitted
  • All packaging, manuals, tags, warranty cards, and accessories are included
  • The watch shows no scratches, odours, moisture exposure, marks, or tampering

Items returned not meeting these requirements may be refused or subject to a condition-based handling or restocking fee.

Deductions

For cooling-off returns, the following may be deducted from the refund where applicable and permitted by law:

  • Original shipping fees
  • Return courier fees
  • Non-refundable payment processing charges
  • Import duties, customs charges, and handling costs already incurred
  • A reasonable condition-based handling or restocking fee where the item’s resale value has been reduced due to handling beyond inspection

Refunds will be processed only after the product is returned and inspected.

Special-Order & Customer-Specified Items

Any alteration, preparation, or modification performed at the customer’s request before delivery constitutes a customer-specified order.

Customised or customer-specified items are not eligible for cooling-off returns. This includes, but is not limited to:

  • Engraving
  • Bracelet resizing performed before delivery
  • Strap cutting or fitting
  • Parts ordered specifically for the customer
  • Any permanent modification requested by the customer

All such items remain covered for manufacturing defects under the CPA.

3. Delivery, Condition on Arrival & Shipping Damage

TimeCraft Watches carries courier risk until delivery is completed.

If a parcel arrives visibly damaged, the customer must notify TimeCraft Watches within 24 hours of delivery confirmation and provide photographs of:

  • Outer packaging
  • Inner packaging
  • The watch and contents

TimeCraft Watches will manage courier claims directly. Customers will not be required to liaise with the courier.

Failure to report shipping damage within this period may limit the ability to claim against the courier and may affect the outcome of the claim.

4. Defective Products (Statutory Warranty – 6 Months)

All watches carry a 6-month statutory warranty of quality from the date of delivery under the Consumer Protection Act.

This warranty applies only to defects that existed at the time of delivery and which become apparent during normal and reasonable use of a wristwatch.

The warranty does not apply to faults arising from damage, misuse, accidents, environmental exposure, neglect, or wear occurring after delivery.

Claim Procedure

Before any remedy (repair, replacement, or refund) can be issued, the customer must:

  • Contact TimeCraft Watches
  • Provide proof of purchase
  • Provide a clear description of the fault
  • Provide photographs or video showing the issue

A Return Authorisation (RMA) will then be issued.

Products returned without written return authorisation may be refused and returned to sender.

Once return instructions are issued, the product must be shipped within 7 calendar days, failing which the claim may be cancelled.

No remedy will be issued without inspection where inspection is reasonably required to determine the cause of the fault.

Inspection & Determination

Returned watches will be examined to determine whether the issue is:

A manufacturing defect present at the time of delivery or Damage, misuse, environmental exposure, or wear occurring after delivery

Inspection findings constitute the official warranty determination unless contradicted by an independent qualified watch technician’s report obtained at the customer’s expense.

If a manufacturing defect is confirmed, the customer may elect a remedy in accordance with the CPA.

If no manufacturing defect is found, the claim may be declined and return shipping costs may be charged.

5. What Is Not Considered a Manufacturing Defect

The statutory warranty does not cover faults or damage arising after delivery, including but not limited to:

  • Impact damage or dropping the watch
  • Cracked or scratched crystal
  • Water damage inconsistent with the usage guidelines below
  • Exposure to hot water, steam, saunas, or hot tubs
  • Crown or pushers not fully secured during water exposure
  • Magnetic exposure (speakers, electronics, magnetic clasps)
  • Sand, dust, or chemical exposure
  • Normal wear and tear or cosmetic ageing
  • Strap or bracelet wear
  • Improper storage
  • Battery depletion through normal use
  • Unauthorised opening, modification, or repair

Opening the case back or removing case screws voids eligibility for statutory remedies where causally related to the fault.

Failure to follow the water-resistance guidelines in Section 6A constitutes misuse and is not a manufacturing defect.

6. Battery Policy

Quartz watches may contain batteries installed by the manufacturer prior to retail sale. Partial depletion before purchase does not constitute a defect.

Batteries are consumable components and normal depletion is not a manufacturing defect.

If a watch stops functioning within the statutory warranty period and battery depletion is confirmed as the sole cause, TimeCraft Watches may, at its discretion:

  • replace the battery
  • reimburse reasonable battery replacement cost upon receipt
  • repair the watch

Where normal function is restored after battery replacement, the product will not qualify for replacement or refund.

Battery leakage causing internal damage will be treated as a manufacturing defect.

6. Water Resistance & Usage Guidelines

Water resistance ratings refer to laboratory pressure testing and do not indicate usable underwater depth. They measure static pressure resistance under controlled conditions and not real-world use involving swimming motion, impacts, or temperature changes.

Water resistance decreases over time due to normal seal and gasket wear and is not permanent.

Usage Guidelines

  • 30m / 3ATM: Hand washing and rain only. Not suitable for swimming or bathing.
  • 50m / 5ATM: Light surface swimming only. Not suitable for diving or hot showers.
  • 100m / 10ATM: Suitable for swimming and snorkelling. Not suitable for scuba diving.
  • 200m / 20ATM: Suitable for recreational scuba diving.
  • ISO Diver-Rated Watches: Suitable for extended underwater use according to manufacturer specifications.

Important Conditions

  • Hot water, steam, saunas, and hot tubs may cause seal expansion and water ingress
  • Repeated hot showers accelerate seal wear
  • Sudden temperature changes may compromise water resistance
  • Crowns and pushers must be fully secured before water exposure

Water damage resulting from exposure inconsistent with these guidelines constitutes misuse and is not a manufacturing defect.

7. Third-Party Repairs

Warranty claims may be refused where the watch has been opened, modified, repaired, or tampered with by any party other than TimeCraft Watches or an authorised service provider and such action contributed to the fault.

8. Refund Processing

Refunds will be issued via the original payment method once the item has been returned, inspected, and the claim outcome confirmed.

Where permitted by law, refunds may exclude non-recoverable payment processing costs.

Processing times may vary depending on the payment provider and banking system.

9. Limitation of Liability

TimeCraft Watches’ liability is limited to the repair, replacement, or refund of the product as required by the Consumer Protection Act.

TimeCraft Watches is not liable for indirect, incidental, or consequential losses, including loss of time, income, opportunity, or inconvenience.

Products must be used in accordance with manufacturer specifications and reasonable wristwatch usage.

10. Stock Availability & Order Fulfilment

Orders placed with TimeCraft Watches are subject to the availability of products in stock and depend on the ability of suppliers to fulfil these orders. If products are unavailable or suppliers are unable to fulfil an order, customers will be informed promptly.

Order Placement and Product Sourcing

Should TimeCraft Watches be unable to source or supply a product after an order has been placed and payment has been received, customers will be notified promptly of the situation regarding their order.

Order Cancellation and Refunds

If TimeCraft Watches is unable to fulfil an order, the order will be cancelled. Customers will receive a full refund for the purchase price paid, with no deductions applied to the refunded amount.

Refund Processing

Refunds for cancelled orders will be issued via the original payment method within a reasonable timeframe. The timing of the refund may depend on the payment provider’s processing times.

Limitations of Liability

TimeCraft Watches will not be liable for any indirect or consequential losses arising from the inability to fulfil an order.

 

11. Fraud Prevention & Abuse of Policy

TimeCraft Watches reserves the right to refuse returns, refunds, or warranty claims where there is reasonable evidence of abuse, fraud, or misrepresentation, including but not limited to:

  • Returning a product that differs from the original item shipped

All returned products may be verified against original shipment records, including serial numbers (where applicable), condition records, and packaging documentation.

Where fraud or abuse is reasonably suspected:

  • The claim may be refused

TimeCraft Watches reserves the right to recover any losses incurred as a result of fraudulent or abusive conduct, including administrative, shipping, and handling costs.