Full legal terms govern any dispute. This page is a brand summary. The binding policy lives at our Refund Policy and is the version that applies on checkout and in any chargeback or claim.
Enigwatch offers a 60-day return window on eligible in-stock products worldwide. Custom and made-to-order products are non-refundable.
At Enigwatch, we stand behind the quality of every product we make. This policy is designed to give you confidence in your purchase while reflecting the precision and craftsmanship that goes into each piece.
What Is Returnable
Returns apply only to in-stock standard products (eligible watch winders and accessories shipped from existing inventory). The following are non-returnable and final sale upon order confirmation:
- All made-to-order products
- All custom and bespoke products
- All safe boxes and vault series products
If a product is non-returnable, that status is shown on the product page and confirmed at checkout. By placing the order, you accept that the item cannot be returned, refunded, or exchanged after production begins.
Return Window
For eligible in-stock products, Enigwatch offers a 60-day return window from the date of delivery.
Return Conditions
To qualify for a return, all of the following must be met:
- The product must be a standard in-stock item, not custom or made-to-order
- The item must be unused and unaltered
- The item must be in its original, undamaged packaging
- Items that are scratched, stained, damaged, or modified are not eligible
- A Return Authorization (RA) must be obtained from our team before shipping anything back. Returns without a valid RA will not be accepted
- Return shipping costs are the customer's responsibility and are non-refundable
- A 20% restocking fee applies to non-defective change-of-mind returns. See full Refund Policy for the complete schedule.
Damaged or Incorrect Orders
If your order arrives damaged in transit or you receive an incorrect item, please contact us within 60 days of delivery with photographic evidence and an unboxing video. These cases are handled separately from our standard return window and will be resolved at no cost to you.
Refund Processing
Once a return is received and inspected, refunds are processed within 1 to 3 business days to the original payment method. You will receive an email confirmation once the refund has been issued.
Cancellations
Watch Winders. Orders cancelled within 24 hours of placement incur a 5% cancellation fee. After 24 hours, a 10% fee applies provided a tracking number has not yet been issued. Once a tracking number has been issued, cancellation is not possible.
Safe Boxes and Vault Series. Orders cancelled within 24 hours of placement incur a 5% cancellation fee. After 24 hours, a 25% fee applies for cancellations made before production begins. If production has been completed prior to shipment, a 70% cancellation fee applies. Once a tracking number has been issued, cancellation is not possible under any circumstances.
Made-to-Order, Custom, and Bespoke Products. Once an order is confirmed and production has begun, cancellations and refunds are not permitted. These items are manufactured to customer specifications and are final sale. Please ensure all product selections and order details are finalized before placing your order.
Warranty Claims
For issues arising after the 60-day return window due to manufacturing defects, please refer to our Warranty and Coverage. This policy does not limit your rights under Enigwatch's 10-year warranty.
Contact and Claims
To request a Return Authorization or initiate a cancellation, contact our support team within the applicable window:
- Email: support@enigwatch.com
- Phone: +1 (833) 600-0077
- All requests are reviewed and responded to within 1 business day
This policy is governed by the laws of the State of California. Any disputes arising from this policy are subject to the exclusive jurisdiction of the courts of Santa Clara County, California. The full binding terms are at our Refund Policy.
