Refund policy

Here's a polished and professional Returns & Warranty Policy tailored for Marcelias. The language has been refined for clarity, professionalism, and consistency with high-end watch brands, while maintaining all the key points of your original message:

Marcelias Returns & Warranty Policy

🕒 1-Year Warranty on All Watches

At Marcelias, we take pride in our craftsmanship. Every watch includes a 1-year warranty covering manufacturing defects or mechanical issues. If you ever encounter a problem, we’re here to help — just reach out to us directly and we’ll guide you through the process.

If a component (such as a bezel, bracelet, or movement) is incorrect or defective, we’ll ship a replacement immediately at no cost to you.

Please note: We do not recommend exposing your watch to water. These are hand-assembled timepieces, and water resistance can vary. Water-related damage is not covered by our warranty.

🔁 Returns Policy

We accept returns under the following conditions:

  • Returns must be initiated within 7 days of delivery
  • Watch must be in brand-new condition, unworn, unmodified, and with all original packaging and plastic protectors intact
  • A 15% restocking fee applies
  • Buyer is responsible for return shipping (and any applicable duties)

Once we inspect and confirm the returned item meets these conditions, we’ll issue a refund or begin the exchange process.

Please allow up to 5 business days for return/exchange processing once the item is received.

🚫 Returns Will Not Be Accepted If:

  • The protective plastic is removed or the watch has been worn/sized (unless defective)
  • The return is requested for reasons such as change of mind, sizing issues, or missed deadlines for gifting or events
  • The watch has no defect and the request does not meet the criteria outlined above

⚠️ Order Cancellations

  • Orders can only be canceled on the same day they are placed. A $50 AUD cancellation fee per watch applies
  • After that, cancellations are not possible as your order moves immediately into production
  • Custom orders (including those made via DMs or conversations) cannot be canceled or refunded

🛠️ Warranty Coverage Details

  • The warranty covers mechanical defects or manufacturing faults
  • If an issue cannot be resolved by replacing a component, we will replace the watch entirely at no cost
  • In such cases, return shipping and replacement shipping are both covered by Marcelias

Missing or defective accessories (e.g. bracelet links) will be refunded or replaced, but do not qualify the entire watch for a return

❌ Warranty Will Be Voided If:

  • The watch is exposed to water and suffers damage
  • The customer behaves in a disrespectful or abusive manner toward our team
  • Communication is deliberately ended (e.g. blocking our support line or failing to respond)
  • Return requests are made based on delays outside of our control (shipping carrier delays, production times, missed events, etc.)

📦 Shipping & Delivery Responsibility

  • Customers are responsible for tracking and accepting their packages
  • Refusal to pay import taxes, failing to collect the package, or not coordinating with the carrier can void your protection
  • If a package is returned due to non-delivery, no refund or replacement will be issued

🔄 Replacement Policy

  • If your watch is defective and falls within the warranty period, we will either replace the faulty component or the entire watch depending on the issue
  • All cases will be reviewed individually to ensure a fair resolution

📝 Final Notes

  • Delays in production or delivery do not qualify for cancellations or refunds
  • Watch movements may be substituted with equivalent models (e.g. NH35 in place of NH38) depending on availability — this is not grounds for return
  • Refunds for approved returns will be processed within 2 weeks of receiving the item and completing the inspection

📩 Need Help?

We’re always here to help. Contact us via the live chat in the bottom right corner of our website for any questions, warranty activations, or support requests.