Return and Exchange Policy

At Timesands.com, we are committed to customer satisfaction and strive to offer high-quality, meticulously designed personalized watches. Therefore, we have established a clear return and exchange policy to ensure a safe and convenient shopping experience.

Return Conditions

Customers may request a return within 10 days of receiving their order, subject to the following conditions:

  • The product must be in its original condition and unused.
  • It must be in its original box with all accessories (warranty, manuals, packaging).
  • There must be no scratches, cracks, or signs of wear.
  • The purchase invoice or order number must be included.
  • Note: Watches with custom designs or engravings (personalized products) cannot be returned except in cases of manufacturing defects.

Exchange Conditions

You can request an exchange within 10 days of receiving your order in the following cases:

  • A manufacturing defect exists.
  • You received a product different from the one ordered.
  • Damage caused by shipping.

The following conditions apply:

  • Contact us within 48 hours of receiving the product if there is a defect or damage.
  • Provide us with clear photos showing the problem.
  • The product must be in its original condition with all packaging.

Defective Products

In case of a manufacturing defect:

  • The store will bear all shipping and replacement costs.
  • The customer has the right to choose to exchange the product or receive a full refund.
  • The product will be inspected by the quality control team before the order is approved.

Return Process

1. Contact customer service via email or WhatsApp.

2. Provide us with the order number and explain the reason for the return.

3. You will be provided with the shipping address for returning the product.

4. After receiving and inspecting the product, the refund will be processed within 5–10 business days via the same payment method.

Shipping Fees

  • If the reason for the return is not related to a manufacturing defect, the customer is responsible for the shipping fees.
  • Shipping fees are non-refundable (if applicable).

Warranty

All watches are covered by a 12-month warranty against manufacturing defects from the date of purchase. The warranty does not cover:

  • Misuse.
  • Breakage resulting from drops.
  • Water damage (unless the watch is water-resistant as specified).
  • Battery replacement or damage resulting from opening the watch by an unauthorized party.

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We always aim to provide an exceptional shopping experience, and we are happy to serve you and answer all your inquiries through the communication channels available on the website.

Policy last updated: February 21, 2026