At Enigwatch®, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward return and refund process.
60-Day Return Policy
You may return any eligible product within 60 days of delivery, whether it is defective or simply not right for you. Change-of-mind returns are subject to a 20% restocking fee; defective items are refunded in full.
Conditions for Non-Defective Returns (Change of Mind)
- The item must be unused, in its original condition, and in original undamaged packaging.
- Returns must be initiated within 60 days of delivery.
- Return shipping is the customer's responsibility.
- A restocking fee of 20% of the product price applies.
- Refunds are issued to your original payment method within 1-3 business days of receiving the returned item at our warehouse.
- Safe boxes and cabinets are non-returnable items.
- This policy is applicable for watch winders
Conditions for Defective or Damaged Items
- If your item arrives damaged, defective, or incorrect, contact us within 60 days of delivery.
- We may request photographs and/or videos of the issue to expedite resolution.
- If the issue is minor, we will send you the necessary replacement parts along with a simple maintenance video.
- For major defects, we will arrange a return — no restocking fee applies. Return shipping costs may be covered by Enigwatch at our discretion.
- Full refund or replacement will be processed within 1-3 business days of receiving the returned item.
Non-Returnable Products
Safe boxes, vault series, and all made-to-order products are non-returnable and final sale upon order confirmation. No exceptions will be made regardless of the reason for the return request. Customers are advised to confirm all product specifications before placing an order. Our team will provide production and quality milestone updates throughout the manufacturing process to ensure the product meets the customer's specifications before it leaves our facility.
How to Initiate a Return
- Contact our Customer Services team at support@enigwatch.com or call +1 (833) 600-0077.
- Include your order number and reason for return.
- We will issue a Return Authorization (RA) along with return instructions and a return shipping address. Returns shipped without a valid RA cannot be accepted.
- Ship the item back in its original packaging.
Return Options
You have the choice between:
- A refund to your original payment method (processed within 1-3 business days), or
- An instant in-store credit.
Exchanges
We accept exchanges for both defective and non-defective products within 60 days of delivery. For the fastest service, we recommend returning your item for a refund and placing a new order for the desired product.
Made-to-Order & Custom Products
Custom-made and bespoke products are final sale once production has begun. These items are not eligible for returns, refunds, or cancellations after production starts. Please confirm all specifications before placing your order.
Delivery Timelines for Made-to-Order Products
- Watch Winders (in-stock): Ships within 3-5 business days. Delivery in 7-14 business days via FedEx/UPS.
- Watch Winders (made-to-order): 4-8 weeks production + 7-14 days shipping.
- Watch Safes & Vaults: 6-8 weeks total (production + freight shipping with white-glove delivery).
- Custom/Bespoke Orders: 8-16 weeks production. Delivery timeline varies.
The estimated delivery window is clearly displayed on each product page and confirmed at checkout. By completing your purchase, you acknowledge and accept the stated delivery timeline. We will provide production milestone updates via email throughout the process.
Late Delivery Compensation
If your order is delivered after the latest estimated delivery date, you will receive $10 store credit per late day, calculated from the last day of the promised delivery window shown at checkout. To qualify, the delay must exceed the maximum stated delivery estimate.
Cancellations
Orders cancelled within 24 hours of placement incur a 5% cancellation fee. After 24 hours, cancellation fees vary by product — 10% for watch winders and 25% for safe boxes and vault series. If a safe box or vault has completed production but not yet shipped, a 70% cancellation fee applies. Once a tracking number has been issued, cancellation is not possible under any circumstances. Made-to-order and bespoke products cannot be cancelled once the order is confirmed and production has begun. No exceptions will be made.
Refunds
We will notify you by email once we have received and inspected your return. You will be automatically refunded to your original payment method. Please allow 1-3 business days for the refund to appear in your bank or credit card account.
Chargeback & Dispute Policy
By placing an order with Enigwatch, you acknowledge and agree to the following terms and conditions in full:
Pre-dispute resolution requirement. Before initiating a chargeback or dispute with their payment provider, the customer must contact Enigwatch support at support@enigwatch.com or ceo@enigwatch.com a minimum of three times and allow a reasonable response period. All claims must be accompanied by clear photos and video evidence of the issue. Enigwatch will not accept liability for any claim that has not followed this process.
Unboxing video requirement. Customers must provide an unboxing video showing the sealed package before opening. Without an unboxing video, claims for damage, missing parts, or defects will not be accepted and any associated chargeback will be disputed.
Delivery timeframes. Estimated delivery windows are displayed on each product page and confirmed at checkout. By completing a purchase, the customer acknowledges and accepts the stated delivery timeline. Delivery estimates are provided in good faith and are not guaranteed dates. Delays may occur due to circumstances beyond Enigwatch's reasonable control, including but not limited to carrier delays, customs processing, weather events, supply chain disruptions, or other unforeseen circumstances. Orders delayed due to such factors are not eligible for chargebacks. Chargebacks related to delivery timing will only be considered where delivery has not occurred within 30 days beyond the latest stated estimate and Enigwatch has failed to provide a reasonable resolution upon contact. If your order is shipped later than the latest estimated delivery date, you will receive $10 store credit per late day (calculated based on the latest promised delivery date at checkout).
Custom and made-to-order products are non-refundable and not eligible for chargebacks under any circumstances once production has begun.
Discounted purchases. Products purchased using discount codes, coupons, or promotional offers are not eligible for chargebacks.
Communication abandonment. If a customer fails to respond to three consecutive communication attempts from Enigwatch regarding an order-related matter, Enigwatch will consider the matter resolved and the customer will no longer be eligible to initiate a chargeback or dispute related to that order.
Fraudulent chargebacks. Customers agree to attempt resolution with Enigwatch before initiating a chargeback. Customers who initiate a chargeback in bad faith or without following the pre-dispute resolution process may be subject to account suspension and legal action. By placing an order, the customer legally agrees to these terms and to pursuing resolution directly with Enigwatch before involving their payment provider.
Defects and damages. If an item has minor cosmetic damage, Enigwatch will provide a self-repair kit free of charge. Customers must attempt to use the repair kit before initiating a chargeback. Due to the nature of materials used, slight variations in color, texture, and finish may occur. These do not qualify as defects and are not eligible for chargebacks.
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. By placing an order with Enigwatch, the customer agrees to be bound by this policy in its entirety.