Overview
THEMOD offers a comprehensive 30-day satisfaction guarantee and a 48 months warranty on all our kits. If you're not completely satisfied with your purchase, you can claim our satisfaction guarantee on any unopened product in its original condition and pristine packaging within 30 days of delivery.
30-Day Satisfaction Guarantee
Eligibility Requirements
- Claims accepted within 30 days of delivery date
- Watch kits/products must be in new, unopened, unused, and in resalable condition
- Original packaging and documentation must be included in original condition
- Items showing wear, alterations, or damage are ineligible
- Custom orders and customized 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.
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 (65 USD per assembly) and the shipping back to you
- We'll replace any broken parts free of charge during assembly
- 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 (must report within 48 hours of delivery)
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
- Contact customer service at support@themodwatches.com for return authorization
- Include with your return request:
- Order number
- Full name
- 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
- For returns, include with your package once authorized:
- Order number
- Full name
- Tracking number
- Unauthorized returns will not be accepted
- For exchanges, new item prices will be recalculated as needed
48 Month Warranty Coverage
Warranty Terms
- 48 months warranty service on all internal watch parts for malfunctions
- Normal wear and tear is not covered by our warranty
- Customer responsible for warranty shipping costs
Warranty Process
- Contact our service team for authorization
- Package item carefully in original box with all documentation
- Include original receipt and any relevant documentation
- Ship to provided return address (customer responsible for shipping label & insurance)
Exclusions
- Custom engraved and custom built watches
- Limited edition pieces
- Final sale items
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 and engraved parts and watch kits are final sale and cannot be returned or exchanged.
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, 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.