Refund policy

Refund & Warranty Policy

Overview

THEMOD offers a 30-day satisfaction guarantee and a 48-month warranty on covered components of our kits. If you're not completely satisfied with your purchase, you may claim our satisfaction guarantee within 30 days of delivery, subject to the eligibility requirements below. Watch movements and custom-configured kits are excluded from return, as detailed in the sections below.

30-Day Satisfaction Guarantee

Eligibility Requirements

  • Claims accepted within 30 days of delivery date
  • Watch kits/products must be in new, unopened, unused, and resalable condition
  • Original packaging and documentation must be included, in original condition
  • Items showing wear, alterations, or damage are ineligible
  • The watch movement must be in its original, unopened, sealed packaging. Once the movement box has been opened — or the movement has been handled, installed, or worked on in any way — it is no longer eligible for return under any circumstance. This applies regardless of the condition of the rest of the kit.
  • Custom-configured kits are excluded from the standard return process (see "Custom Kits" below)
  • Custom-engraved and custom-built watches are ineligible
  • Limited to one claim per order
  • We may invite customers claiming the Satisfaction Guarantee to a short optional call with our founder, so we can learn from your experience and keep improving. This is an invitation, not a requirement.
  • All approved Satisfaction Guarantee claims are resolved through exchange or store credit. THEMOD does not offer cash refunds on the Satisfaction Guarantee, except where required by law (see "EU and UK Customers" below).

Movement Exclusion Policy

The watch movement (mechanical or automatic mechanism) is the single most sensitive and easily damaged component in any watch kit. Because assembly is performed by the customer, THEMOD cannot verify the condition or handling history of a movement once it has left its sealed packaging.

Accordingly:

  • Returns: Once the movement's protective packaging has been opened, the movement is permanently ineligible for return, exchange, or refund — regardless of whether it was installed, tested, or shows any visible damage. Fingerprints, oil transfer, static exposure, and micro-impacts from handling are often invisible but can affect timekeeping and are not something we can inspect for or verify after the fact.
  • Warranty: The movement is excluded from the 48-month warranty. Because movement damage during self-assembly is common and indistinguishable from a factory defect after the fact, we cannot warranty this component once assembly has begun.
  • This exclusion does not affect your rights regarding a movement that is DOA (dead on arrival) if reported within 48 hours of delivery, unopened — see "Return Shipping Coverage" below.

Custom Kits

Some of our kits allow customers to select and combine individual components (case, dial, hands, strap, etc.) into a custom configuration. Because component barcodes/serial tracking are removed when parts are allocated into a custom build, these parts cannot be re-integrated into standard inventory once assembled.

  • Custom-configured kits are not eligible for return or refund under the standard 30-Day Satisfaction Guarantee.
  • At THEMOD's discretion, customers with a custom kit may request store credit or an exchange for a different standard model. This is not guaranteed and is evaluated case by case.
  • This exclusion applies to component selection/configuration, not to engraving specifically — no engraving is involved in custom kits.
  • Note: this exclusion may not fully apply to EU/UK customers exercising their statutory withdrawal rights — see below.

Assembly Service Guarantee (Simon's Zero-Failure Promise)

  • If you follow our step-by-step manual and still can't get your watch ticking, we'll assemble it for you. This is a service, separate from the Satisfaction Guarantee.
  • Simply send us the parts back with return authorization
  • You cover return shipping, assembly service costs ($75 USD per assembly), and shipping back to you
  • We'll replace any broken parts free of charge during assembly, except the movement, which is excluded from replacement coverage under this service (a replacement movement may be purchased separately if needed)
  • Your finished watch will be sent back to you ready to wear

Important Notes

  • THEMOD is not liable for items lost or damaged during return shipping
  • We offer exchanges or replacement shipments only (no refunds for lost transit)
  • Return shipping costs are non-refundable and borne by the customer
  • No returns can be processed while items are in transit

Return Shipping Coverage

We will cover return shipping costs only in these cases:

  • Incorrect item received (must report within 48 hours of delivery)
  • Factory defects, reported within 48 hours of delivery, on components other than the movement. A movement suspected to be DOA must be reported within 48 hours of delivery, unopened beyond visual inspection, and is evaluated case by case.

EU and UK Customers

Under EU and UK consumer law, you have 14 days from delivery to return your order for any reason for a cash refund. Email support@themodwatches.com within 14 days to claim this right. Customer covers return shipping unless the item is defective.

Return Process

  1. Contact customer service at support@themodwatches.com for return authorization
  2. Include with your return request:
    • Order number
    • Full name
  3. Once your claim is approved, we'll confirm your preferred resolution:
    • Exchange for another kit of equal value
    • Store credit for the full order amount, with no expiry, usable on anything in our shop, and fully transferable
  4. For returns, include with your package once authorized:
    • Order number
    • Full name
    • Tracking number
  5. Unauthorized returns will not be accepted
  6. For exchanges, new item prices will be recalculated as needed

48-Month Warranty Coverage

What's Covered

The 48-month warranty covers manufacturing malfunctions on non-movement components, including but not limited to:

  • Straps and bracelets
  • Dial (e.g., a dislodged index/marker)
  • Case, crystal, crown, and hands
  • Other hardware defects arising from normal use

What's Not Covered

  • The watch movement is excluded from warranty coverage entirely (see "Movement Exclusion Policy" above)
  • Normal wear and tear
  • Damage resulting from assembly, disassembly, or customer handling
  • Custom-engraved and custom-built watches
  • Limited edition pieces
  • Final sale items

Warranty Process

  1. Contact our service team for authorization
  2. Package item carefully in original box with all documentation
  3. Include original receipt and any relevant documentation
  4. Ship to provided return address (customer responsible for shipping label & insurance)

Processing Timeline

  • Store credit codes are typically issued within 1 business day of authorization
  • Exchanges typically process within 2-3 weeks depending on stock
  • Warranty repairs and replacements typically process within 2-3 weeks of receipt
  • EU/UK cash refunds appear in bank account within 2-10 business days after return receipt
  • Confirmation email sent after processing
  • Processing time may vary by bank

Final Sale

Custom-engraved parts and watches are final sale and cannot be returned or exchanged. Custom-configured kits are not final sale, but are limited to store credit or exchange at THEMOD's discretion (see "Custom Kits" above).

Resolution Method

All approved Satisfaction Guarantee claims are resolved through exchange or store credit. THEMOD does not offer cash refunds on the Satisfaction Guarantee. Cash refunds are available only for (a) defective or incorrect items reported within 48 hours of delivery, excluding movements, and (b) EU and UK customers claiming their statutory 14-day right of withdrawal.

THEMOD reserves the right to make final decisions on all return and warranty claims.