Refund policy

Last updated: October 17, 2026

Made to order, with your approval

Timeless Valor watches are handcrafted by our founder and small team. Fully custom watches and personalized foundation pieces are made to the specifications agreed for your order. Please review your final proof and Production Authorization Form (PAF), including names, dates, spelling, artwork and specifications, before approving customized production. Changes after approval are subject to feasibility and a separate agreement on any additional cost or timing. We remain responsible for supplying a watch that conforms to the approved design and applicable law. Minor variations between screen previews and physical printing, engraving or materials do not excuse a material departure from the approved design or a defect.

Custom-order cancellations and returns

Once customized production begins, personalized goods are final sale for change-of-mind purposes and are not eligible for cancellation or return, except as required by law or expressly agreed in writing. If you need to cancel before customized production begins, contact us promptly. Any charge for design work already performed or other committed costs must have been disclosed and agreed before that work or commitment and must be lawful; it is not an automatic forfeiture of your entire payment.

This restriction does not limit rights for defective, damaged, incorrect or misdescribed goods, failure to fulfill an order, shipment delays requiring a cancellation option, or other nonwaivable rights. For any nonpersonalized merchandise, applicable return terms will be stated with the item or confirmed before purchase; mandatory cancellation and return rights remain available. Gift cards are not redeemable for cash except where required by law. Sale pricing alone does not remove rights concerning a defect or nonconforming goods.

Production timing and delays

Typical production is 10–14 weeks for fully custom watches and 3–5 weeks for foundation pieces using a predefined design. For fully custom watches, Rush Service is estimated at 3–6 weeks and Priority One (P1) Service at 2–3 weeks, subject to capacity and a separately confirmed schedule. Upgrade prices vary by model. The applicable schedule and required approvals will be communicated for your order. General estimates do not extend an existing promised shipment date. If we cannot ship within the promised time, we will provide the required delay notice, revised estimate and applicable option to consent to the delay or cancel for a prompt refund. See our Shipping Policy.

Damaged, incorrect or defective orders

Please inspect your watch on receipt and contact us promptly about an issue, with your order number or other reasonable proof of purchase, a description and any helpful photographs. Prompt reporting helps us investigate and assist with carrier claims; it does not shorten legal rights or the warranty period. Contact us before sending anything back so we can provide the correct shipping instructions. Keep packaging where reasonably possible for transit-damage assessment. Original packaging or an unworn condition is not a condition for a valid manufacturing-defect claim.

24-Month Limited Warranty

Timeless Valor, LLC warrants the watch case and movement against defects in materials and workmanship under normal use for 24 months from delivery. For a covered defect, we will repair the affected component or, if necessary, replace it at no charge for covered parts and labor. If repair or replacement cannot provide an appropriate remedy, we will provide any further remedy required by applicable law.

Warranty shipping

For covered issues reported within the first three months after delivery, Timeless Valor covers standard insured shipping both ways using arrangements approved by us. For covered issues reported after the first three months and within the remainder of the 24-month warranty period, covered parts and labor remain free, but the customer pays insured shipping both ways, except where applicable law requires us to pay. We also cover standard insured shipping both ways when a covered repair we performed did not resolve the same covered defect. Please contact us before shipping. Expedited shipping is not included unless we expressly agree to it.

What is not covered

This limited warranty does not cover normal wear and tear, cosmetic wear from use, routine maintenance or battery replacement due to normal depletion, or damage caused by accidents, impacts, crushing, misuse, abuse, improper maintenance, or use outside the watch's stated specifications and care instructions. Misuse includes striking objects with the watch or using it as a hammer or other tool. Water damage caused by use outside the model's stated water-resistance limitations or contrary to its care instructions is excluded; water ingress caused by a covered manufacturing defect remains eligible for coverage.

Damage caused by alterations or improperly performed third-party service is excluded. Using an independent service provider or opening the watch does not, by itself, void coverage for an unrelated manufacturing defect. Military service, deployment or ordinary field use does not, by itself, invalidate this warranty; the cause of the problem determines coverage.

Built for a remarkable life. Not every remarkable decision.

Damage caused by bar fights, ejecting from a jet, falling off an aircraft carrier, or using your watch as a field-expedient hammer falls outside our manufacturing-defect warranty. These are examples of accidental damage or misuse, not automatic exclusions based on an activity or occupation. Applicable consumer rights remain unaffected. If your watch has a story like that, contact us—we will assess the damage and discuss repair options. We may also want to hear the story.

Assessment and paid repairs

Warranty coverage is for defects, not all servicing or damage. If our assessment finds work is outside coverage, we will explain the findings and quote any proposed paid work and associated shipping before proceeding. No chargeable repair will be performed without your approval.

Refund processing

We will explain the outcome of a return or claim and any applicable remedy. Approved or legally required refunds are issued to the original payment method where possible, within the applicable legal deadline. We do not apply a blanket 25% restocking fee or automatically withhold merchant or payment-processing fees from refunds required for defects, our failure to fulfill an order or other protected circumstances. Any lawful deduction for a separately agreed preproduction cancellation must be explained and supported by the terms agreed before the relevant work. Your bank or payment provider may take additional time to post a refund.

Your rights and existing orders

This limited warranty gives you specific legal rights, and you may also have other rights that vary by state or country. It does not exclude or restrict applicable implied warranties, mandatory consumer guarantees or other rights and remedies that cannot lawfully be excluded or restricted. Where applicable law requires a remedy or shipping coverage beyond these terms, that law governs. Updated policies do not retroactively reduce existing customer commitments or alter frozen signed documents.