Refund policy

Return Policy – Modlab Custom Watches

At Modlab Custom Watches, we are committed to ensuring that every customer is fully satisfied with their purchase. If you need to return or exchange a product for any reason, please review our return policy below.

1. Returns for Damaged or Defective Items (upon receipt)

If your watch arrives damaged or with a manufacturing defect, please contact us immediately upon receiving your order.
We will arrange the return and provide either a replacement or a full refund, including any shipping costs incurred.

2. Exchanges for a Different Model

If you would like to exchange your watch for a different model, please notify us within 30 days of receiving your order.
If the exchange is not due to a quality issue, you will be responsible for the return shipping costs. The new item will be shipped to you at no additional charge.

To be eligible for an exchange, the watch must:

  • Be in its original packaging

  • Have all protective films and plastics intact

  • Be in brand-new condition, without any signs of wear or use

Once the protective films have been removed, the watch can no longer be exchanged or returned, as it cannot be resold as new.

3. Returns for Reasons Other Than Manufacturing Defects

At Modlab Custom Watches, all orders may be returned for a full refund except for the following:

  • Watches created through our online configurator

  • Custom-made watches based on combinations requested outside our website

  • Watches featuring custom logos

If your order does not fall into these categories and the return is not related to a quality issue, it is eligible for a full refund. Accessories may also be returned under the same conditions.

To qualify, the watch must:

  • Be in its original packaging

  • Have all protective films intact

  • Be unused and free of any signs of wear

If the protective films have been removed, the watch can only be returned or replaced if it was damaged or defective upon receipt.

For returns unrelated to quality issues, the customer is responsible for return shipping fees.

4. Return Process

To begin a return, please contact our support team at:
📧 support@modlab-watches.com

Include your order number, the reason for the return, and any supporting evidence if applicable. Our team will guide you through the next steps.

5. Return Conditions

  • The watch must be returned in unused condition and in its original packaging.

  • Any accessories or additional items included in the original package must also be returned.

  • We recommend using a tracked shipping service to ensure safe delivery.

6. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved, the refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@modlab-watches.com.

European Union – 30-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to return your purchase within 30 days, for any reason and without justification.
As with all returns, the item must be in the same condition in which it was received: unused, with all tags and protective films intact, and in its original packaging.
A receipt or proof of purchase is required.

By completing a purchase with Modlab Custom Watches, you agree to the terms of this return policy.
If you have any questions, please contact us at support@modlab-watches.com — we’re here to help.