Warranty Returns and Refunds

Order Cancellations and Changes
We understand plans can change, and we do our best to help. Because our watches are custom-built, orders can only be cancelled or changed within 24 hours of purchase. A 5% cancellation fee applies to cover payment and currency processing costs. After the 24-hour window, we’re unable to make any changes or accept cancellations once production has started.

Refunds and Exchanges
Each Modrean watch is built specifically for your order, so change-of-mind returns are not accepted. Once the build process has begun, we are unable to offer refunds or exchanges.
Returns are only accepted if the delivered item is materially different in form or function from the advertised product. Please review your selections carefully before finalising your order.

Damaged or Defective Items
Your satisfaction matters to us, and every watch undergoes quality checks before dispatch. If your watch arrives damaged, defective, or not as described, contact us within 14 days of receiving it at pete@modrean.com. Please include your order number, a short description of the issue, and clear photos showing the problem.

Once we assess your claim, we’ll arrange a repair, replacement, or refund where appropriate. We’ll keep you informed at each step so you know exactly what’s happening.

Return Eligibility
To qualify for a return, your watch must be unused, in its original condition, with all tags, protective films, and packaging intact. Always contact us first to get approval before sending your item back.

Change-of-mind returns are not possible, as each watch is custom built to order. Returns will only be accepted where the item received is materially different in form or function from what was advertised. Any items returned without prior approval can’t be accepted.

Refund Process
Once your return is received and inspected, we’ll notify you of the result. Approved refunds will be issued to your original payment method within 10 business days. Some banks or card providers may take a little longer to process the funds. If you haven’t received your refund after that time, please reach out to pete@modrean.com.

1-Year Warranty Coverage
All Modrean custom watches include a 1-year limited warranty from the purchase date. This warranty covers manufacturing defects in materials or workmanship and applies only to the original purchaser.

What’s Covered:
– Movement issues caused by assembly or component defects
– Misalignment of hands or dial due to manufacturing faults
– Crown or stem issues resulting from faulty assembly
– Movement accuracy outside the standard NH Series tolerance (faster than +40 seconds or slower than -20 seconds per day)

What’s Not Covered:
– Scratches, dents, cracks, or other physical damage
– Water damage
– Battery replacement or depletion
– Normal wear and tear such as fading or strap stretching
– Attempts to open, modify, or repair the watch by unauthorised parties

Warranty Claims and Shipping
If you believe your watch has a warranty issue, email pete@modrean.com with your order details, a short summary of the problem, and photos or videos for assessment. If the claim is approved, we’ll repair or replace the watch at our discretion.
You’re responsible for shipping the watch back to us for warranty work. We recommend using a trackable, insured shipping method. After repair, we’ll cover the return shipping back to you.

Important Notes
– The warranty allows for repair or replacement only, not refund or exchange
– Claims showing signs of misuse, accidental damage, or unauthorised modification will not be accepted
– Purchasing from Modrean means you agree to these terms

If you have any questions about our refund or warranty policy, feel free to contact us at pete@modrean.com