Refund policy
Our watches are made-to-order, each one produced as per the customer’s specifications. They are not mass produced items we merely ship. As such, production time is 3-5 weeks.
Once your order is placed, the production process starts with the dial and caseback customization. Then our watchmaker begins the assembly process, after which the watch undergoes multiple quality control tests. Once production is complete, we will pack your watch in a heat-sealed bag (to assure your hands are the first to touch it) and then ship your watch with insured service (requiring a signature for delivery).
If you have usage questions, or there is a problem, call us [800-774-4980] or email us [contact@swisspl.com] and we will take care of you.
The graphics shown are an estimate of the final product; small variations in color/detail/clarity can occur during printing/engraving/production due to the size of graphics being reproduced and the variance between computer monitor resolution/color (millions of pixels) and real world production methods.
The watch is covered by a Swiss industry standard warranty, for a period of 24 months; this doesn't cover ‘wear & tear’, unauthorized servicing by 3rd parties or improper use. On final assembly we use a Swiss vacuum pressure tester to check the gaskets; therefore you agree that if the watch is opened by anyone other than us, the warranty is voided. Per our Swiss movement manufacturer, the automatic movement falls within a standard tolerance range with a timing accuracy variance up to +/- 25 seconds per day.
All sales are final; this is a customized order built to your specifications and requests. By placing an order, production costs are immediately incurred through design and art-work preparation for the manufacturing process; therefore you agree that a refund (whether partial or full) will not be issued.
Once the order process has begun, we cannot accommodate any changes to the design.
Returns
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at contact@swisspl.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us with any questions at contact@swisspl.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Call us at 1-800-774-4980 if you have any questions about using your watch.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on custom items, sale items or gift cards.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If a refund is processed, a restocking fee applies (25%). Additionally merchant fees / paypal fees are not refunded.
