Refund policy

Every familywatch is made to order for you, so we can only accept cancellations or address changes within 12 hours of placing your order and before production begins. After that, your order is in production and can no longer be changed or cancelled.

Eligible for a full refund or free replacement (no return shipment required), within 30 days of delivery:

• The watch arrives damaged, defective, or not as ordered — tell us within 48 hours of delivery with a photo, and we’ll replace it or refund you.
• Your order is confirmed lost in transit by the carrier.

Approved refunds are issued to your original payment method within 5–10 business days.

Not eligible for a refund:

• Change of mind, or dissatisfaction with a personalization choice you made (photo, Concept, or inscription) — since each watch is custom made for you, we’re unable to accept returns for these reasons unless the item itself is defective, damaged, or not as described.
• Requests made more than 30 days after delivery.

We don’t offer direct exchanges — if your order qualifies above, we refund it and you’re welcome to place a new order.

Questions about your order? Email support@familywatch.co with your order number and, if applicable, photos of the issue.