Refund policy

House of Brand Watches — Return & Exchange Policy


At House of Brand Watches, we take immense pride in the craftsmanship and quality of our timepieces. We want you to be completely delighted with your purchase. To ensure a seamless experience, we have outlined our Return & Exchange Policy below.

1. Order Cancellations & Modifications

  • You may cancel or modify your order at any time before it has been dispatched/shipped.
  • Once your order is shipped, cancellations or modifications cannot be processed through our website.

 

2. Exchanges (Within 7 Days of Delivery)

We offer exchanges within 7 days of delivery under the following conditions:

  • Eligibility: The timepiece must be completely unworn, unscratched, and in brand-new condition, with all protective films, tags, warranty documents, and original luxury packaging intact.
  • Eligible Scenarios: Exchanges are applicable if you received a defective product, an incorrect model/color, or a wrongly delivered item.
  • Mandatory Unboxing Video: We strictly require a continuous, unedited unboxing video (from opening the outer courier seal to inspecting the timepiece, without any cuts or pauses). Claims cannot be entertained without valid video proof.
  • Brand Error / Defective Item: If the issue is due to an error by House of Brand Watches (e.g., wrong model or manufacturing defect), our team will arrange a complimentary reverse pickup.
  • Customer Preference / Exchange Request: If the exchange is initiated due to personal preference, the customer is responsible for shipping the timepiece to our warehouse safely at their own cost.
  • Inspection & Turnaround: Once received at our warehouse, our quality control team will inspect the timepiece. Approved exchanges are processed and dispatched within 24 to 48 hours.

3. Returns & Refunds (Within 7 Days of Delivery)

You may initiate a return within 7 days of delivery if eligible:

  • Eligibility: The watch must remain completely unworn, undamaged, and in its original packaging with all factory seals, tags, and accessories intact.
  • Mandatory Unboxing Video: A clear, continuous unboxing video recorded without cuts or pauses is mandatory for all return requests.
  • Shipping Responsibility:
    • If the return is due to an incorrect, damaged, or defective item delivered by us, we will arrange a free reverse pickup.
    • If the return is initiated by the customer, the product must be safely shipped to our warehouse at the customer's expense.
  • Refund Method: Once the returned timepiece passes inspection at our warehouse, a refund will be issued in the form of Store Credit, which can be used for any future purchase on our store.

4. Terms & Conditions (T&C)

  • Wear & Misuse: Returns or exchanges will not be accepted if the watch shows signs of wear, physical damage, scratches, water damage, or misuse.
  • Alterations: Timepieces with removed links, resized bracelets, or removed protective plastic films are strictly non-returnable.
  • Missing Accessories: The return will be rejected if the product is returned without its original watch box, warranty card, user manual, and all accompanying accessories.
  • Size & Specifications: Please check the case diameter, dial thickness, and strap dimensions carefully prior to placing your order.
  • Continuous Video Proof: For a smooth and hassle-free claim process, an uncut, continuous unboxing video is strictly mandatory.