Refund policy

Refund & Return Policy

Last Updated: September 21, 2026

At True Hour Timepiece, we want you to be completely satisfied with your purchase. If there is an issue with your order, we’re here to help.

30-Day Returns

We accept returns within 30 days of delivery.

To be eligible for a return, the item must:

  • Be unworn and in its original condition

  • Be returned with the original packaging and included accessories

  • Not show signs of damage, wear, or alteration

  • Include proof of purchase

Items marked as Final Sale are not eligible for return unless they arrive damaged or defective.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your watch arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please include your order number and clear photos of the item and packaging. We will review the issue and, when appropriate, provide a replacement or full refund at no additional cost to you.

Change-of-Mind Returns

If you decide you no longer want your purchase, you may request a return within 30 days of delivery, provided the item meets our return requirements.

Customers are responsible for return shipping costs for change-of-mind returns.

Original shipping charges are non-refundable unless the return is the result of an error on our part or a defective or incorrect item.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow your bank or payment provider additional time to process the refund after it has been issued.

Returns Process

To request a return, please contact us at:

[Your Customer Service Email]

Please include:

  • Your full name

  • Order number

  • Reason for the return

  • Photos, if applicable

Please do not send your purchase back without contacting us first. We will provide the appropriate return instructions.

Exchanges

Due to the nature of our dropshipping fulfillment process, we do not guarantee exchanges.

If you would like a different watch, you may return the original item according to this policy and place a new order.

Lost or Stolen Packages

True Hour Timepiece is not responsible for packages that are confirmed as delivered by the shipping carrier but are subsequently lost or stolen.

If your package has been marked as delivered but you cannot locate it, please contact the shipping carrier and check with your household, neighbors, or delivery location.

We will do our best to assist you in resolving the issue.

Order Cancellations

Orders may be canceled as long as they have not yet entered the fulfillment or shipping process.

If you need to cancel an order, please contact us as soon as possible. Once an order has been processed or shipped, cancellation may no longer be possible.

Dropshipping & Third-Party Fulfillment

Some products sold through True Hour Timepiece may be shipped directly from one of our third-party fulfillment partners.

Regardless of where your order is fulfilled, True Hour Timepiece remains your point of contact for customer service, returns, and refund requests.

We work with our fulfillment partners to ensur