RETURNS, EXCHANGES & WARRANTY
We offer our customers a 14 day ‘Satisfied Customer’ period from the day their order is delivered to their door.
During this period, customers can choose one of the following:
- Keep their new watch, show it off to their friends, fall in love with it and tell everybody about us and our great service
- Return their watch to us and exchange it for another model of the same value (or pay the difference)*
- Return their watch to us and request a store credit to use later*
- Return their watch to us and request a refund of the purchase price (a 10% restocking fee does apply)*
Any shipping costs (if paid) are non-refundable.
*Customers are responsible for any return shipping costs to us. We recommend using a shipping method with tracking.
Our exchange policy ensures that we can offer our customers complete confidence when shopping with us, knowing they can change their mind, no questions asked.
If you wish to return or exchange your item for another, simply get in touch with us first by emailing us and we can give you the details of how to proceed with an exchange.
You MUST be able to provide proof of purchase and the item and packaging must be in original, unused condition complete with all accessories for an exchange or refund request to be accepted. Customers are limited to one ‘change of mind’ exchange per original transaction.
Our Returns & Exchange Policy excludes any watch with personalised engraving.
Faulty Products on Arrival
If in the rare event that your product arrives and it is deemed faulty, damaged or incomplete, we request that you get in touch with us within 3 days to let us know. Take a photo and describe the problem so we can decide the best way to resolve the issue with minimal inconvenience to you. We strive to ensure our customers remain happy and satisfied with their shopping experience with us. We have faith in the products we sell, but we aware that sometimes things aren’t always perfect. Talk to us, we’re here to help!
Warranty – Watches
Our JUSTWOOD Watches come with a limited 12 month warranty against manufacturing defects. The warranty covers the movement, the construction of the dials and all internal mechanisms.
This warranty excludes the watch band in its entirety, the wooden links, the battery, any physical damage to the glass face or casing, water damage, natural weathering or fading, wear and tear, tampering and any unauthorised repairs or intentional misuse.
Warranty is offered on all watches on a ‘Back to Base’ agreement. In the event of a warranty claim, the customer agrees to return the watch to us and pay the required return postage. We reserve the right to decline warranty if any of the exclusions listed above are applicable. If repair can not be performed or the repair is deemed uneconomical, we will gladly offer a replacement watch, store credit or other solution in consultation with the customer.
WARRANTY CLAIMS: Please contact us for details on how to proceed with a warranty claim or repair. NO claims will be accepted or processed without first obtaining authorisation from us.
JUSTWOOD Watches are not designed to be waterproof due to the natural wood material. They are however designed to withstand normal day to day wear with the expectation that the user be mindful of any exposure to water or moisture. It would be fitting to refer to our watches as ‘splashproof’ but are NOT suitable for being submersed in water or used when swimming or other water activities.
Battery replacement and band adjustments are recommended to be undertaken by a qualified jeweller or watchmaker- special care should be taken when removing the wooden battery cover, wooden links or crown.