Refund policy

Effective date: 2026-02-09

At ModHouse, we are committed to customer satisfaction. If for any reason you wish to return or exchange an item you’ve purchased, please review our return guidelines below.

Warranty: ModHouse provides a 12-month limited warranty covering manufacturing and assembly defects. Full warranty terms below.

 

[Return & Refund Policy — §1.1] Returns for faulty or damaged items

If your product arrives with a defect or was damaged during production or shipping, please reach out to us promptly after receiving your order. We will coordinate a return and offer either a replacement item or a full refund, including any return shipping fees incurred.

Faulty or damaged items — notice & evidence. Report any defect or damage within 14 days of delivery by emailing support with order ID and photos/videos of the issue. We will issue return instructions and may require the item to be returned for inspection. Remedies include repair, replacement, or full refund (including reasonable return shipping if the defect is due to production or shipping). 

 

 

[Return & Refund Policy — §2.1] Exchanges for a different item

Should you wish to exchange your watch for a different model or variation, please notify us within 14 days of receipt. Unless the return is due to a fault in quality, return shipping costs will be your responsibility. We’ll ship the replacement at no additional charge, provided the original product is returned in like-new condition and within its original packaging. If the item was originally defective or damaged, we will cover all associated costs.

 

 


[Return & Refund Policy — §3.1] Returns unrelated to defects or damage

We accept returns for non-quality-related reasons, with the exception of the following cases:

  • Watches assembled via our online configuration tool

  • Fully customized pieces built on request outside our site

  • Timepieces featuring personalized or branded engravings/logos

If your item does not fall into one of the above categories and is in resalable condition, you may return it for a full refund. Accessories may also be returned and refunded, where applicable.

Resalable condition — definition. An item is considered in resalable condition only if it: (a) is unworn and unused; (b) shows no scratches, dents or marks; (c) retains all protective films and original tags; (d) is returned in the original packaging with all accessories, manuals and gifts. Items failing these criteria may be refused or subject to restocking/repair charges. 

 

 

[Return & Refund Policy — §4.1] How to initiate a return

To begin the return process, please email our support team at info@modhousewatches.com with your order ID, reason for the return, and any supporting photos or documentation if available. Our team will guide you through each step.

How to initiate a return (RMA). To start a return, email support with order ID, reason and photos. We will issue an RMA/return authorization and return address. Returns must be sent using a tracked shipping method (merchant recommends tracked & insured). Returns sent without tracking may be refused. 

 

 

[Return & Refund Policy — §5.1] Return requirements

Please ensure the following before sending back your return:

  • The watch must be unused and returned in its original packaging.

  • Any included accessories or bonus items must also be returned.

  • We strongly advise using a tracked shipping method to ensure safe delivery.

 

 


[Return & Refund Policy — §6.1] Refund processing

Once your returned item has been received and inspected, we will inform you of the outcome.

Refund processing & method. Once a return is received and inspected, refunds are issued to the original payment method within 10 working days. Banks or payment providers may take additional time to post funds. Refunds are only processed after inspection confirms eligibility. Any partial refunds or deductions (e.g., for non-resalable condition) will be itemized and explained. 

 

 

[Return & Refund Policy — §7.1] EU Right of Withdrawal

Consumers in the EU/EEA have a statutory right to withdraw from a distance contract within 14 days from the day the consumer (or a third party other than the carrier and indicated by the consumer) acquires physical possession of the goods. This statutory right is respected by ModHouse.

Exclusion — goods made to the consumer’s specifications / configurator items. The statutory withdrawal right does not apply to goods made to the consumer’s specifications or clearly personalized. For the avoidance of doubt, any watch assembled through ModHouse’s online configurator that results in a product not listed as a standard catalog SKU (i.e., a unique configuration producing a custom SKU not offered for general resale) is treated as a good made to the consumer’s specifications and is excluded from the 14-day withdrawal right. Examples of excluded items include: (a) engraved or permanently personalized watches; (b) watches assembled to a unique configuration that is not published as a standard catalog item and for which a unique order/build record exists; (c) any item requiring bespoke procurement or assembly that prevents resale without significant remanufacture or modification.

If you believe your order was incorrectly classified as custom, contact support with build records and photographs for review. 


 

 



[Return & Refund Policy — §8.1] Return shipping costs & cancellations

Return shipping costs & cancellations. For returns due to merchant fault (defect, wrong item) we cover reasonable return shipping and any repair/replacement costs. For buyer’s remorse / non-defect returns, customers pay return shipping unless otherwise agreed. Cancellation requests for orders in production may be refused or subject to a cancellation fee covering component costs and labor; cancellations are assessed case-by-case and require written confirmation. 

 

 

[Return & Refund Policy — §9.1] Evidence & inspection standard

Evidence required for returns & disputes. To process a refund or support a dispute, we require: order confirmation, photos of the item and packaging showing the issue, tracking for returned parcel, and any communication with the carrier. Inspection results (internal report) form the basis for final eligibility decisions. Keep copies of all documents. 

 

 

[Return & Refund Policy — §10.1] Disputes and chargebacks

Disputes and chargebacks. If you are considering a chargeback, please contact support first — we will investigate and attempt resolution. Initiating a chargeback without prior contact may slow resolution. If a chargeback is filed, we will contest it where we have documented evidence (order confirmation, tracking, inspection, communications). Providing full evidence (photos, tracking, RMA details) greatly increases our ability to win representment cases. 

 

 

By making a purchase from ModHouse, you agree to the terms and conditions set forth in this Return & Refund Policy.
For questions or concerns related to returns, contact info@modhousewatches.com.

 

 

WARRANTY POLICY

Warranty Policy (v1 — 2026-02-09)
 Effective date: 2026-02-09

 

 

[Warranty Policy — §1.1] Scope & Warranty Period

Summary: Coverage, start date, duration.
 Text:
 ModHouse warrants to the original purchaser that the watch will be free from manufacturing defects in materials and workmanship for a period of 12 months from the date of delivery. This warranty covers defects that materially affect the functionality of the watch. This warranty is limited to the remedies described below and does not replace statutory consumer rights. 

 

 

[Warranty Policy — §2.1] What is covered

Summary: Manufacturing defects, movement failure, assembly issues.
 Text:
 Covered items include defects in movement, case construction, dial and hands fitting, and faults arising from manufacturing or assembly. Where repair is feasible, ModHouse will repair defective components with new or refurbished parts at ModHouse’s discretion. 

 

 

[Warranty Policy — §3.1] What is NOT covered (Exclusions)

Summary: Wear & tear, straps, water damage beyond rating, intentional damage, misuse, normal accuracy variance.
 Text:
 This warranty does not cover:

  • Wear and tear (scratches, aging, strap wear),

  • Damage resulting from misuse, accidents, improper handling, or lack of reasonable care,

  • Water damage where the product’s water-resistance rating has been exceeded or seals have been opened by unauthorized parties,

  • Damage from modifications, non-authorized repairs, or use of non-approved batteries/parts,

  • Normal variation in timekeeping/accuracy (see Legal Notice for any stated accuracy claims).
     Claims for excluded causes may be handled under goodwill at ModHouse discretion and may be charged.

 

 

[Warranty Policy — §4.1] Claim initiation & Evidence required

Summary: How to start a warranty claim and what to send.
 Text:
 To initiate a warranty claim, email support with order ID, description of the issue, and clear photos/videos showing the defect and serial/build details. For movement or functional faults, include a short video demonstrating the issue. ModHouse may require the item to be sent for inspection; do not open or attempt repair. Upon receipt, ModHouse will provide an RMA and return instructions. 

 

 

[Warranty Policy — §5.1] Return shipping & responsibilities

Summary: Who pays which shipping costs.
 Text:
 If the defect is due to manufacturing or shipping, ModHouse will reimburse reasonable return shipping costs or provide a prepaid return label. If inspection shows the issue is not covered by warranty (exclusion), return shipping and repair costs are the customer’s responsibility. International returns may require customs forms; ModHouse is not liable for customs duties on returned parcels unless the claim is accepted. 

 

 


[Warranty Policy — §6.1] Remedies & Timeframe

Summary: Repair / replacement / refund and processing time.
 Text:
 When a valid warranty claim is confirmed, ModHouse will, at our option: (a) repair the product; (b) replace the product with an equivalent model; or (c) refund the purchase price (subject to inspection). Repairs/replacements will be completed within a commercially reasonable time, typically 30 calendar days from receipt, subject to parts availability. Refunds are issued to the original payment method within 10 working days of approval. 

 

 

[Warranty Policy — §7.1] Repair policy & parts

Summary: Use of OEM / authorized service centers.
 Text:
 Repairs will be performed by ModHouse or by authorized service partners using ModHouse-approved parts. Replaced parts may be new or refurbished. Any replaced components become ModHouse property.

 

 

[Warranty Policy — §8.1] Inspection & final determination

Summary: Inspection outcome is binding; appeals.
 Text:
 ModHouse’s inspection report is the basis for final eligibility decisions. If a claim is denied, ModHouse will provide a written explanation and estimate for repair if applicable. Customers may appeal denials by providing additional evidence; ModHouse may escalate to its technical partner for further review. 

 

 

[Warranty Policy — §9.1] Transferability & limitations

Summary: Original purchaser only, statutory rights protected.
 Text:
 This warranty is valid to the original purchaser only and is non-transferable. It does not affect statutory rights under applicable law. ModHouse disclaims incidental or consequential damages to the fullest extent permitted by applicable law. 

 

 

[Warranty Policy — §10.1] Evidence retention & chargeback posture

Summary: Keep evidence. How this helps in chargebacks.
 Text:
 Customers should retain order confirmations, photos, videos, shipping receipts and inspection reports. For chargebacks, ModHouse will present the inspection report, RMA records, photos, timestamps, and pre-shipment images where available. Failure to provide requested evidence may limit available remedies.