Refund policy
Returns and Exchanges
Please read this policy carefully.
As all our products are custom-order items, there are no voluntary returns or exchanges once an order has been purchased.
Damaged/Defective Items
Returns are permitted only for damaged items received as a consequence of shipping, or defective items that are covered by the seller’s warranty.
If your item arrives damaged or does not function, please immediately contact us at service@forgeandcrown.com and we will be in touch with you within 48 business hours to discuss your situation. We will require the following information:
- A photograph of the box in which the item was shipped, showing your mailing address.
- A photograph of the watch box unopened.
- A photograph of the watch itself outlining the damage.
Once you have sent that information to us, we will evaluate your photographs compared to those we shoot prior to shipping to determine the extent of the damage. Upon receipt of your photographs, we will send you a return label to send the watch to us for inspection.
Each watch is shipped fully insured, so if we can determine the damage was caused by shipping, we will pursue an insurance replacement. There is no guarantee the insurance company will cover the damage, but we will do our best to assist you should this occur. Once they approve a claim, we will build you another watch and ship it to you at no charge.
If the watch is found to be defective: We will repair or replace the watch at our expense in accordance with our seller's warranty.
Important: If your item is damaged due to shipping: If we do not receive notification of damage within 48 hours of the receipt of your watch, we will not be able to pursue an insurance claim and your product will not be eligible for return. If either you do not contact us within the 48-hour period and/or the insurance company does not approve the claim for damage, we will not be responsible for losses as a result of shipping if the insurance company does not approve a claim for damage. In this event, we will be happy to evaluate the damage and provide you a quote for a repair or replacement.
You can always contact us for any return question at service@forgeandcrown.com.
European Union 14 day cooling off period: Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
VOLUNTARY RETURNS, EXCHANGES OR REFUND REQUESTS:
For returns, exchanges or refund requests for any reason other than damaged or defective items: No returns, exchanges or refunds are permitted once the order has been finalized and the parts are ordered.
All orders, including pre-orders, are final once placed. No cancellations are permitted.