Refund policy
Each watch strap is cut and made after the order is placed in my workshop in Sitges, Barcelona, Spain.
My straps are non-prefabricated products made according to the individual specifications selected, supplied, or confirmed by the customer. These specifications may include length, width, taper, thickness, leather, stitching, edge finish, keeper configuration, buckle fitting, wrist size, watch model, personalization, and other individual details.
The cancellation and return conditions depend on whether the product is custom-made or is a standard, non-custom item.
Custom-made straps and accessories
A strap or accessory is considered custom-made when an individual customer choice or specification determines how the item is produced.
This includes watch straps made according to selected or confirmed measurements, proportions, materials, stitching, finishes, personalization, or other individual details.
Cancellation of custom-made items
As a voluntary workshop policy, I accept cancellation requests made within 24 hours of purchase, provided production has not already begun.
Because custom-made products are excluded from the self-service cancellation system, the customer must contact me directly to request cancellation.
A cancellation request is not accepted until I have reviewed and confirmed it.
Once leather has been selected, cut, prepared, stitched, personalized, or otherwise committed to the order, cancellation may no longer be accepted.
After the 24-hour cancellation period has passed, custom-made items cannot normally be cancelled because they are being produced specifically for the customer.
Returns of custom-made items
Custom-made straps and customized accessories cannot be returned or exchanged simply because the customer:
- changed their mind;
- selected or confirmed incorrect measurements;
- selected the wrong length, width, taper, thickness, leather, colour, stitching, or finish;
- ordered the wrong configuration;
- no longer wants the item; or
- considers the item unsuitable after it has been made according to the confirmed specifications.
The standard 14-day right of withdrawal does not apply to goods made according to the customer’s specifications or goods that are clearly personalized.
This exception does not affect the customer’s rights if an item is defective, damaged, or not made according to the confirmed order specifications.
Standard buckles and non-custom accessories
Standard buckles and accessories sold without customization are not treated as custom-made products.
Cancellation before dispatch
A cancellation request for an unfulfilled standard item may be submitted through the Cancel items option on the order-status page or by contacting me directly.
Submitting a request does not automatically cancel the order. I will review the request and process the cancellation and refund where applicable.
If the item has already been dispatched, please contact me directly. The item may then be returned according to the conditions below.
Fourteen-day return right
The customer may notify me of their decision to return an eligible standard, non-custom item within 14 calendar days after delivery of the last item in the order.
If the final day falls on a weekend or public holiday, the period extends to the next working day.
A return request may be submitted through the customer account or by contacting me directly.
After notifying me of the return, the customer must send the item back without undue delay and no later than 14 calendar days after submitting the return request.
Condition of standard items
The customer may inspect the item only to the extent reasonably necessary to establish its nature, characteristics, and condition, as they could in a physical shop.
Buckles must not be worn, altered, scratched, or installed in a way that causes marks or damage.
If an item has been handled beyond what is reasonably necessary and its value has been reduced, I may deduct the corresponding loss in value from the refund.
Original components and packaging should be returned where available.
There is no restocking fee.
Return shipping and refunds
For a change-of-mind return of a standard, non-custom item, the customer is responsible for the direct return shipping cost.
I recommend using tracked shipping and retaining proof of postage.
Following a valid withdrawal, I will refund:
- the amount paid for the returned item; and
- any original standard delivery charge that must be refunded under applicable consumer law.
Additional costs resulting from the customer selecting an express or more expensive delivery method instead of the least expensive standard delivery method are not refundable.
The refund will be made to the original payment method without undue delay and within the legally required period.
I may withhold the refund until I have received the returned item or the customer has provided evidence that it has been sent back, whichever occurs first.
Defective, damaged, or incorrect items
Please inspect the order after delivery.
If an item arrives damaged, is defective, or differs from the confirmed order, please contact me as soon as reasonably possible and provide:
- the order number;
- a clear description of the issue;
- photographs of the item; and
- photographs of the packaging where shipping damage may have occurred.
There is no seven-day limit on statutory defect or conformity rights. Prompt notification is requested so that I can inspect the issue and, where relevant, document a claim with the carrier.
If an item is confirmed to be defective, damaged, or not made according to the agreed specifications, I will provide an appropriate remedy. Depending on the circumstances, this may include repair, remake, replacement, price reduction, or refund.
Where the problem is caused by my mistake or a confirmed lack of conformity, I will cover the necessary and reasonable return shipping costs.
I stand behind my work and will make sure any genuine issue is resolved properly.
Customer measurements and confirmed specifications
Customers are responsible for checking measurements, watch details, wrist size, and other specifications before production begins.
An item is not considered defective solely because it does not fit as expected when it has been made correctly according to measurements or specifications entered or expressly confirmed by the customer.
If the finished item differs from the confirmed measurements or specifications, please contact me and I will resolve the issue.
Returning an item
Please use the return option in your customer account or contact me before sending an item so that I can provide the correct return address and shipping instructions.
Requesting the return instructions is intended to prevent items from being sent to an incorrect address and does not limit any statutory right of withdrawal or legal guarantee.