We want you to love your Dial Collection Factory watch. If something isn’t right, this policy explains how returns, exchanges, and refunds work — clearly and without the runaround.

1. Return Eligibility

You may return your item within 30 days of the delivery date, provided that:

• The watch is unworn, undamaged, and in its original condition
• All original packaging, protective stickers, tags, warranty cards, and accessories are included
• Proof of purchase (order number or confirmation email) is provided

Items that show signs of wear, scratching, water damage, or alteration will not be eligible for a return or refund.

2. Non-Returnable Items

The following are not eligible for return unless faulty on arrival:

• Watches marked as “Final Sale” or “Clearance”
• Personalized or engraved items
• Items returned after the 30-day window has passed

3. How to Start a Return

Returning an Item in 3 Steps

• Step 1: Email returns@dialcollectionfactory.com with your order number and reason for return
• Step 2: We’ll send you a return authorization and shipping instructions within 1–2 business days
• Step 3: Pack the item securely in its original packaging and ship it to the address provided

Note: Items returned without prior authorization may experience delays in processing.

4. Return Shipping Costs

• If the return is due to a fault, defect, or our error (wrong item sent, damaged on arrival), we cover the return shipping cost.
• If the return is due to a change of mind, sizing preference, or similar reason, the customer is responsible for return shipping costs.
• We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit back to us.

5. Refund Process

Once your returned item is received and inspected (usually within 3–5 business days), we will notify you by email of the approval or rejection of your refund.

• If approved: Your refund will be processed to your original payment method within 5–10 business days, depending on your bank or payment provider.
• If rejected: We’ll explain why (e.g. signs of wear, missing packaging) and return the item to you at your cost, or offer alternative resolutions where appropriate.

Note: Original shipping fees are non-refundable, except in cases of a faulty item or an error on our part.

6. Exchanges

If you’d like a different model, color, or strap style instead of a refund, email returns@dialcollectionfactory.com to arrange an exchange. Exchanges are subject to stock availability and follow the same eligibility criteria as standard returns.

7. Faulty, Damaged, or Incorrect Items

If your watch arrives faulty, damaged, or isn’t what you ordered:

• Contact us within 7 days of delivery at support@dialcollectionfactory.com with your order number and photos of the issue
• We will arrange a free return, and offer a full refund, replacement, or repair — your choice
• No restocking fee applies in these cases

8. Warranty Claims

Separately from returns, every Dial Collection Factory watch includes a 2-year manufacturer’s warranty covering movement defects and faults arising from manufacturing — not from accidental damage, water exposure beyond the rated resistance, or normal wear and tear. To make a warranty claim, contact support@dialcollectionfactory.com with your order number, a description of the issue, and supporting photos or video if possible.

9. International Returns (EU & Rest of World)

Customers in the EU and other international regions have the right to return items in accordance with local consumer protection laws, in addition to the terms set out in this policy. Please note that for international returns, customers are responsible for any customs fees incurred when shipping the item back, unless the return is due to a fault or error on our part.

10. Late or Missing Refunds

If you haven’t received your refund within the expected timeframe:

• First, check your bank account or payment provider again
• Contact your card issuer or PayPal, as processing times can vary on their end
• If you’ve done this and still haven’t received your refund, contact us at billing@dialcollectionfactory.com

11. Cancellations

You may cancel your order free of charge before it has been dispatched. Once an order has shipped, it can no longer be cancelled and must instead follow the standard return process outlined above.

12. Right to Withdraw (UK/EU Consumers)

If you are a consumer based in the UK or EU, you have a legal right to cancel your order within 14 days of receiving your item, without needing to give a reason, in accordance with the Consumer Contracts Regulations / EU Consumer Rights Directive. This right is in addition to, and does not limit, our standard 30-day returns policy above.

13. Contact Us

For any questions about returns, refunds, exchanges, or warranty claims, contact us at:

• Returns: returns@dialcollectionfactory.com
• General Support: support@dialcollectionfactory.com