Return Policy

If you are not satisfied with your purchase, you have the right to return your watch within seven days from the date of delivery. To be eligible for a return, your watch must be in the same, as-delivered condition that you received it, intact, unused/unworn, and in its original packaging with protective covers in place, regardless of the reason for the return. Customers are responsible for shipping the watch. Do not return any item without first contacting us to arrange for a return authorization. Please contact us directly regarding a return request at info@imperialwatchco.com. Customers who ignore or fail to follow return shipping instructions assume all risk for lost shipments.

If your return is accepted, we’ll send you instructions on how and where to send your package. If the watch is found to be in any other condition than described above, the watch will not be accepted for return and will be sent back to the customer. Items sent back to us without first requesting a return will likewise not be accepted. Any items not returned in as-delivered condition will be subject to a minimum restocking fee of 20% or more, depending on condition. While there typically is no restocking fee on most returns, we reserve the right to charge a restocking fee up to 20% in special circumstances, including but not limited to the return of goods not in as-delivered condition, or returns pursuant to a credit card charge-back or PayPal dispute.

Once an item is no longer in as-delivered condition, it may not be returned for either refund or replacement. Only mechanical malfunctions will be addressed under warranty, not quality issues. The warranty strictly covers mechanical malfunctions arising from parts failure or incorrect assembly (see Warranty page).

Regarding quality, we strive to provide you with the highest quality product possible, at the price point provided. The parts for our watches are made by machines, then finished and assembled by hand. Due to manufacturing tolerances, necessary clearances between parts, and human fallibility, we cannot guarantee 100% perfection or uniformity without dramatically raising our prices.

Each finished component goes through multiple rounds of quality control prior to assembly, and each assembled watch goes through additional rounds of quality control after assembly. During QC, defective components and mis-assembled pieces are removed from those considered acceptable variations. Acceptable variations include unavoidable variations stemming from manufacturing tolerances, necessary clearances, and human fallibility. These may include but are not limited to alignment of fitted parts, evenness of finishing, small tool marks, and color differences in coated or lumed surfaces.

We understand the importance of quality and how your happiness with our product directly affects our reputation, so we strive to only ship products that meet our standard/threshold for quality. Determination of what is or is not within our quality standards is at our sole discretion as a company. Customers have seven days from the date of delivery to inspect and return any goods which do not meet their expectations, so long as returned goods are still in as-delivered condition. 

If a customer finds an imperfection which is outside our quality standards, the item may be returned or replaced (depending on current inventory) so long as it is still in as-delivered condition. If a customer's complaint is regarding something within our quality standards, the item may only be returned for a refund, not replacement, so long as it is still in as-delivered condition.

We will notify you once we’ve received and inspected your return, and let you know if a refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Refunds will be net of our actual shipping costs, even if shipping was not charged on the order. We do not pay return shipping costs on items returned for refund. Refunds will also be net of any non-recoverable merchant processing and/or financing fees. Please understand that we can only refund that portion of a transaction which we actually received after fees were collected by payment processors. It may be that your refund will be net of fees which Shop Pay, Apple Pay, PayPal, and/or credit card processors will not reimburse once they are collected on a transaction, even if the transaction is later reversed in order to issue a refund.

As of October 11, 2019, refunds through PayPal will be NET of PayPal's transaction fees–for example, 3.49% per transaction + a fixed fee in the USA, and 4.44% + a fixed fee outside the USA. Please understand this is PayPal's decision to keep customers' money, not ours. 

And finally, please remember it can take some time for your bank or credit card company to process and post a refund, so please be patient.

We will do everything we can, within reason, to ensure our customers' satisfaction.