Return & Refund Policy

At Winsor Brand, we are committed to delivering horological perfection in every timepiece we assemble and finish. We understand that acquiring a luxury watch is an intimate decision. If your timepiece does not meet your personal preferences or expectations, you may return or exchange it within 14 calendar days from the official delivery date.

To qualify for an authorized return, exchange, or refund, your timepiece must strictly fulfill the following conditions:

• Pristine, Unworn Condition: The timepiece must be completely unworn, free from any surface micro-scratches, scuffs, strap crease lines, or link pin alterations.
• Protective Seals & Stickers Intact: All factory protective plastics on the front sapphire crystal, exhibition caseback, bracelet links, and crown guard must remain untampered with.
• Complete Presentation Suite: The watch must be accompanied by its original handcrafted outer box, inner presentation case, leather travel pouch, user instruction booklet, warranty card, and certificate of authenticity.
• All Sizing Components: If the stainless steel or titanium bracelet was adjusted prior to dispatch, all removed links and pins must be returned in their original packaging pouch.

The following product categories and bespoke services cannot be returned or refunded:

• Bespoke Custom Engravings: Timepieces that have undergone personalized laser caseback engraving, custom dial initials, or monogramming.
• Special Commission Tourbillons: Numbered collectors’ editions or specially commissioned unique pieces designated as final sale upon order confirmation.
• Worn or Modified Watches: Any timepiece that exhibits signs of wear, perfume/lotion absorption into leather straps, or internal movement work performed by non-authorized technicians.
• Digital & Physical Gift Cards: Winsor gift vouchers and promotional credits are non-refundable and non-redeemable for physical cash.

To initiate an insured return, please follow these four simple steps:

Upon delivery at our distribution facility, your returned timepiece is inspected within 48 to 72 business hours:

• Optical & Surface Inspection: Evaluation under high magnification to confirm zero signs of scratches, dents, or strap wear.
• Timegrapher Mechanical Audit: Precision calibration testing of the mechanical automatic movement to ensure baseline factory amplitude and rate accuracy.
• Serial Matching & Authentication: Verification of case serial number matching against the warranty card and original order registry.

Once the returned timepiece successfully passes horological inspection:

• Payment Settlement: Refunds are credited directly back to the original method of payment (Visa, Mastercard, American Express, Apple Pay, Google Pay, or direct Bank Wire).
• Settlement Window: Financial reimbursement is processed within 5 to 7 business days following inspection approval.
• Zero Restocking Fees: Winsor Brand does not charge restocking fees on approved returns meeting all condition standards.

If you prefer an alternative watch dial color, strap material, or different model family, our concierge team can organize an exchange:

• Exchanges for products of equal value are dispatched with complimentary priority shipping immediately after the returned item passes inspection.
• For models of different value, any price difference will be invoiced or refunded prior to shipment of the replacement timepiece.

In the unlikely event that your timepiece package arrives with visible transit box damage or missing accessories:

• Please notify our Client Care team within 48 hours of courier handover, attaching clear photographs of the packaging condition.
• Winsor Brand will arrange immediate priority courier recovery and dispatch a replacement timepiece without delay.

Our client relations specialists are at your disposal to facilitate an effortless return or model exchange: