Refund policy
Return & Refund Policy
At The Ancient Hour, each timepiece is a reflection of heritage, precision, and enduring craftsmanship. This policy defines the terms under which returns, refunds, and exchanges are considered. By placing an order, you agree to the conditions outlined below.
Return Eligibility Window
Returns may be requested within 7 days of delivery, exclusively in cases where the item arrives damaged, non-functional, or materially different from its original description (including incorrect model, material, or functionality).
Eligible Returns
To qualify for a return, all of the following conditions must be met:
- The request is submitted within 7days of delivery
- The item is damaged, defective, or significantly not as described
- The piece remains unused, unworn, and in its original condition
- All original packaging, tags, and presentation materials are intact
- The return has received prior approval from our team
Non-Eligible Returns
Returns will not be accepted under the following circumstances:
- Change of mind, personal preference, or sizing concerns
- Items that have been used, worn, or altered
- Missing original packaging, tags, or presentation elements
- Returns sent without prior authorization
- Damage caused by mishandling, impact, water exposure (outside stated resistance), or third-party repairs
- Requests submitted after the 14-day return period
Condition of Returned Pieces
All approved returns must be received in their original, pristine condition. Items failing to meet these standards will not be eligible for a refund.
Return Authorization
Prior approval is required before returning any item. Unauthorized returns will be declined and shipped back at the sender’s expense.
Inspection & Confirmation
Upon receipt, each return undergoes a detailed inspection. You will be notified once your request has been approved or declined.
Refund Processing
Approved refunds will be issued to the original payment method within 10 business days. Processing times may vary depending on your financial provider.
Shipping Costs
Shipping fees are non-refundable. However, if a return is due to a verified fault on our part, a full refund including original shipping costs will be provided.
Return Shipping Responsibility
Customers are responsible for arranging and covering return shipping costs. We strongly recommend using a tracked and insured service, as The Ancient Hour is not liable for items lost or damaged during return transit.
1-Year Operational Guarantee
Every timepiece is accompanied by a 1-year operational guarantee, covering mechanical or functional issues not caused by misuse.
Should such an issue arise, we will service, repair, or restore the piece at no additional cost.
This guarantee does not cover:
- Cosmetic wear or surface marks
- Water damage beyond specified resistance
- Damage resulting from improper handling or third-party intervention
Customs & Import Duties
All customs duties, VAT, and import taxes are the sole responsibility of the purchaser, as determined by their local authorities.
Exchanges
To request an exchange, the original item must first complete the approved return process. Once accepted, a new order may be placed for your preferred selection.
Client Support
For any inquiries regarding returns or refunds, or if more than 10 business days have passed since approval without receiving your refund, please contact us at:
info@theancienthour.com
Final Authority
The Ancient Hour reserves the right to make the final determination on all return requests. All decisions are considered final and binding.