Refund policy

Return & Refund Policy — Custom Seconds

Last Updated: 11/27/2025

At Custom Seconds, every timepiece is made to order and built specifically to the customer’s chosen design. Because each watch is fully customized and cannot be resold or rebuilt into another order, all sales are final.

We want every client to feel completely confident when ordering a custom watch, so please review the policy below before placing your order.

1. Custom Orders — No Returns or Refunds

All watches purchased from Custom Seconds are individually customized according to the customer’s selected components, specifications, and design.
For this reason:

  • We do not accept returns,

  • We do not offer cancellations once production has begun,

  • We do not issue refunds for custom timepieces.

This policy applies to all custom watch orders regardless of the selected configuration.

Before confirming your purchase, we recommend reviewing your design carefully and contacting our team if you have any questions. We are always happy to help guide you through the process.

2. One-Year Warranty

Although we cannot accept returns, every watch includes a One-Year Warranty that protects you against any manufacturer defects or issues related to craftsmanship.

Your warranty covers:

  • Mechanical or movement failures caused by manufacturing defects

  • Faulty components (case, crown, hands, dial, etc.)

  • Assembly or craftsmanship errors

  • Any non-accidental internal malfunction within the first 12 months

Your warranty does not cover:

  • Damage caused by accidents, drops, impacts, or misuse

  • Water damage resulting from improper use

  • Wear-and-tear, scratches, or cosmetic damage

  • Unauthorized repairs or modifications

If a covered issue occurs, we will repair the watch at no cost. If a repair is not possible, we will replace the defective component or movement.

3. Warranty Claim Process

To submit a warranty claim:

  1. Email customsecondsco@gmail.com with your order number

  2. Describe the issue and include photos or a short video

  3. Our team will review the claim within 1–3 business days

  4. If approved, we will provide instructions for sending your watch in for repair

All warranty repairs are performed by our technicians to ensure quality and precision.

4. Shipping Costs

  • Customers are responsible for shipping the watch to our repair center for warranty service.

  • Custom Seconds will cover the shipping cost of returning the repaired watch to you.

5. Questions?

If you have any questions about this policy or need clarification before ordering, please contact us at:

customsecondsco@gmail.com
We’re here to help you build a watch you’ll love for years to come.