WATCH 24: Protection & Returns Protocol

At WATCH 24, we don’t just deliver timepieces; we deliver trust. Our protocol ensures that every watch passing through our doors meets the highest standards of horological excellence. To maintain the integrity of our collection, we adhere to a strict but transparent return and warranty process.

1. The 7-Day “Check-In” Window

We provide a 7-calendar day inspection period from the moment your package is signed for.

  • Scope: This window is strictly for reporting mechanical defects, shipping damage, or “wrong item” errors.
  • Timeline: To keep our inventory exclusive and rotating, any requests initiated after day 7 will be ineligible for return but may still be covered under our 1-Year Warranty.

2. Condition & Security Standards

A timepiece is a precision instrument. To be eligible for a return or exchange, the watch must be in Showroom Condition:

  • Untouched: Completely unworn, with no scratches, scuffs, or strap creasing.
  • Factory Sealed: All protective films, plastics, and WATCH 24 security tags must be intact. Removal of factory plastic immediately voids your return eligibility.
  • The Full Kit: Must include the original box, outer sleeve, manual, warranty card, and all accessories.

3. Mandatory “Unboxing to Wrist” Evidence

To protect both the buyer and the brand, we require a Mandatory Unboxing Video for all claims:

  • The video must be one continuous, uncut shot starting from the sealed courier bag/box.
  • The shipping label must be clearly visible.
  • You must demonstrate the defect or damage clearly within the same video.

Note: Claims submitted without a high-quality, uncut unboxing video cannot be processed.

4. Non-Returnable / Final Sale Items

To protect the bespoke nature of our high-end pieces:

  • Sized Watches: Any watch where links have been removed or straps adjusted is considered “Final Sale.”
  • Special Orders: Engraved or custom-sourced timepieces (including specific Jacob & Co. editions) are non-returnable.
  • Clearance: Items marked as “Flash Sale” or “Final Sale” are ineligible for exchange.

5. The 1-Year WATCH 24 Warranty

Beyond the 7-day return window, your purchase is protected by our 1-Year Movement Warranty.

  • What’s Covered: Internal mechanical failure or manufacturing defects in the movement.
  • What’s Not Covered: “Wear and tear,” water damage (unless specified), battery replacements, or damage caused by drops/impact.
  • Process: Contact our support team for a Warranty Claim. We will repair or replace the movement at our discretion.

6. Logistics & Restocking

  • RMA Required: No returns will be accepted without a Return Merchandise Authorization (RMA) number.
  • Shipping: The client is responsible for secure, insured return shipping. We recommend a traceable, signature-required courier.
  • Restocking Fee: A 5% administrative fee applies to all approved returns to cover quality re-certification and processing.