Return and Refund Policy – Orlogio

RETURN & REFUND POLICY — ORLOGIO

Effective from October 2025

At Orlogio, each timepiece is handcrafted to order with exceptional precision, ensuring a unique and personalized experience for every customer. Due to the custom-made nature of our watches, all sales are final. Please read our policy carefully before submitting any request.

1. Damaged or Defective Items

If your order arrives with visible damage or a verified manufacturing defect, you must contact us within 3 days of delivery at:
📩 info.orlogio@gmail.com

Please include:

  • Your order number

  • Clear photos of the item, the defect, and the packaging

  • A brief description of the issue

After reviewing the claim, we will provide the most appropriate resolution, which may include:

  • Adjustment or replacement of the affected component

  • Full replacement of the product

  • Full refund, including the original shipping

All claims are subject to evaluation and product inspection.
Requests submitted after the 3-day window or without proper documentation will not be accepted.

2. Non-Defective Returns

Because each watch is produced specifically for the customer, we do not accept returns for non-defective reasons, including:

  • Change of mind

  • Personal preferences

  • Fit or sizing issues

  • Customization or configuration selections

All sales are final, and no refunds will be issued unless a manufacturing defect is confirmed by our team.

3. Custom & Personalized Items

All custom designs and personalized configurations are considered final sale, including:

  • Custom case or strap combinations

  • Special finishes or engraved elements

  • Personalized logos or structural modifications

These items are not eligible for return, exchange, or refund unless a manufacturing defect is confirmed by Orlogio.

4. Discretionary Resolutions

In rare cases where the product is functional but does not fully meet expectations, Orlogio may — at its sole discretion — offer a goodwill resolution, such as:

  • Partial refund

  • Store credit

  • Alternative, non-return solutions

These options are not guaranteed and are handled case-by-case.

5. Return Conditions & Approval

All returns must be:

  • Pre-approved by our customer service team

  • Shipped in the original packaging, including accessories, tools, and tags

  • In unused, unworn, and unmodified condition

We strongly recommend using a tracked and insured shipping service.
Orlogio is not responsible for lost or untracked return shipments.
Unauthorized returns will be refused and returned to sender.

6. Promotional Offers

For purchases made under promotional campaigns (e.g., Buy 2, Get 1 Free):

  • Only complete bundle returns are eligible for a refund

  • Partial returns will not be accepted

  • If the free item is missing or not in acceptable condition, its full retail price will be deducted from the refund

This ensures fairness and prevents misuse of promotional incentives.

7. Refund Processing

Once your returned item is received and approved after inspection:

  • Refunds (when applicable) will be issued to the original payment method within 10–14 business days.

  • Additional processing time from banks or card providers may apply.

If you have not received your refund within 15 business days after our confirmation, please contact us for assistance.

8. How to Submit a Return Request

To request a return or report an issue, email:
📩 contact@my-watch-mod.com

Please include:

  • Order number

  • Purchase date

  • Description of the issue

  • Photos of the product and packaging

Requests sent without prior approval will not be processed and will be returned to the sender.