1. Order Cancellation

Cancellations are accepted only before dispatch. Approved online-payment refunds will generally be processed to the original payment method within 10 business days, although the bank/payment provider may take additional time to reflect the credit.

For custom watches cancelled before dispatch, the cancellation charge will be: within 24 hours, the lower of reasonable unrecoverable costs actually incurred/committed or 10% of order value; after 24 hours and before dispatch, the lower of reasonable unrecoverable costs actually incurred/committed or 50% of order value. These charges are intended to reflect costs associated with made-to-order work and remain subject to applicable law.

2. General Return Conditions

• Do not send any product back until the return or warranty request has been authorised.
• Returned items are subject to reasonable identity, condition and component verification.
• Return shipping is ordinarily the customer’s responsibility unless the return concerns a verified defect, damage on arrival, incorrect item or our error, or applicable law requires otherwise.
• Products damaged, materially altered or misused after delivery may be ineligible for a return/refund to the extent permitted by law.
• Except where otherwise required by law, refunds/replacements are ordinarily processed only after the returned item is received and verified.

3. Delivery-Issue Evidence

Visible transit damage, tampered packaging, wrong items or missing contents should be reported within 48 hours of delivery where reasonably possible. This notification period does not remove applicable rights relating to latent defects, warranty-covered defects or other non-excludable remedies.

We may reasonably request photographs of the outer courier packaging, shipping label, inner packaging, watch and alleged issue, and an unedited unboxing video where available. Lack of an unboxing video does not automatically invalidate a legitimate claim; we may request other reasonable evidence necessary to investigate.

4. New Watches

Returns for new watches may be accepted for verified manufacturing defects, damage on arrival, incorrect supply, or material non-conformity with the product description/specification, subject to this policy and applicable law.

New watches are covered by the 1-year Limited Warranty. Change-of-mind returns are not offered unless expressly stated at checkout. Minor visual variations, normal wear, and products worn, altered, misused or damaged after delivery are not change-of-mind return grounds.

5. Custom Watches

Because custom watches are made to order, change-of-mind returns/refunds are not offered. Warranty and statutory rights for defective, damaged, incorrectly supplied or materially misrepresented products remain unaffected.

Design-change requests within 24 hours can generally be accommodated without additional charge if work/material commitments permit. Later requests may incur a reasonable charge reflecting work or materials already committed.

6. Vintage, Pre-Owned, Refurbished and Repaired Watches

These products are generally not eligible for change-of-mind return. This does not affect applicable remedies for defective, damaged, incorrectly supplied or materially misrepresented products. Individual age, patina, wear, repair or restoration disclosed in the listing is part of the described condition and is not itself a defect.

7. Return Inspection and Anti-Fraud Verification

On receipt, we may record and inspect the parcel and product, including package condition/weight where available, serial/reference number, case, movement/components where reasonably necessary, accessories, signs of wear, impact, liquid ingress, opening, tampering or third-party work, and consistency with dispatch records.

After reasonable verification, we may reject a refund, replacement, return or warranty request if the parcel is empty, contains a different product, contains a product that does not correspond with our order/serial records, contains materially substituted or missing components, has been materially altered, or there are reasonable grounds to determine the claim is fraudulent or abusive. Relevant evidence may be retained for fraud prevention, payment disputes and legal purposes in accordance with our Privacy Policy and applicable law.

8. Remedies and Refunds

After verification, the appropriate remedy may include repair, replacement, exchange or refund depending on the product, issue and applicable law. Approved refunds will generally be initiated to the original payment method within 10 business days.

9. Contact

Contact support@munnawatches.com with your order number, description of the issue and requested supporting evidence. Nothing in this policy limits rights or remedies available under applicable law.