Refund policy

Refund Policy

We have different return policies depending on whether your watch is a custom-made watch or part of our Hold the Line collection.

Custom Watches

Custom watches are made individually for each customer. The design is developed according to your specifications and personal preferences.
Before production begins, you will receive the final design for your approval. Production only starts after you approve the design and complete your payment.
Because each custom watch is individually designed and made specifically for you, custom watches cannot be returned or exchanged once production has begun.
If there is an issue with your custom watch, please contact your AWARDER manager and provide photos and/or videos showing the defect, damage, or other issue. We will review the case and determine the appropriate solution.
All AWARDER watches are covered by a 3-year warranty on the watch movement. The warranty does not cover damage caused by improper use, accidents, or normal wear and tear.

Hold the Line Collection

Watches from our Hold the Line collection may be returned within 14 days of delivery, provided the watch is unworn, undamaged, and returned in its original packaging with all included accessories.
To start a return, simply contact your AWARDER manager within 14 days of delivery. Once we receive and inspect the returned watch, we’ll issue a refund to your original payment method.
Please note: Return shipping costs are the responsibility of the customer unless the item is defective, damaged upon arrival, or incorrect.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
For custom watches, please provide your AWARDER manager with photos and/or videos clearly showing the defect, damage, or discrepancy. We will review the issue and determine the appropriate solution in accordance with our warranty and return policy.

Exchanges

Custom watches cannot be exchanged once production has begun, as they are individually made according to the customer's approved design.
For watches from the Hold the Line collection, please contact your AWARDER manager within 14 days of delivery to request a return. Once the return is accepted, you may place a separate order for a different item.

European Union 14 Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification, where applicable under EU consumer protection laws.
For eligible returns, the item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please note that this cooling-off period does not apply to goods made to the consumer’s specifications or clearly personalized, where such an exception applies under applicable EU law.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact your AWARDER manager or email us at info@awarderwatch.com.