Refund policy
RETURNS & REFUNDS
OUR APPROACH
Every personalized watch is made specifically from the watch style, photo, engraving, text, and other customization information submitted with the order.
If something is not right, contact us before returning the watch. Our team will review the circumstances and recommend the most practical solution. Please do not return an item without receiving instructions from YATSSO first.
CUSTOM WATCHES
Because custom watches are made specifically for one customer and cannot normally be resold, we cannot accept returns, exchanges, or refunds for:
• A change of mind
• Personal preference
• An error in a customer-provided photo
• Incorrect names, dates, spelling, messages, or instructions submitted by the customer
• Minor differences that do not materially affect the appearance or function of the watch
We understand that mistakes can happen. If an issue results from information submitted by the customer, please contact us. We will review the production stage and do our best to recommend a practical solution.
Depending on the circumstances, this may include an adjustment before production or a reduced-cost remake or replacement.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your watch arrives damaged, defective, incorrect, or materially different from the confirmed order details, contact us within 7 days of delivery.
Please include:
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Your order number
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A clear description of the issue
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Clear photos or a short video showing the complete watch and the issue
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Photos of the packaging if shipping damage is involved
Each custom watch is photographed and/or recorded during production and final inspection. These workshop records help us compare the delivered watch with the submitted design and our quality-control record so that we can assess the issue accurately.
Depending on the circumstances, the appropriate solution may include technical guidance, a remake, replacement, partial refund, or full refund. A physical return may not be required in every eligible case.
PHOTO AND PRINT EXPECTATIONS
The online preview is a useful guide to the design. Screen brightness, display settings, lighting, printing materials, watch hands, hour markers, logos, and date windows may create small differences between the preview and the finished watch.
Our customization team makes routine technical adjustments such as cropping, positioning, brightness, contrast, and minor layout refinement to improve dial balance and print clarity.
Minor differences that do not materially affect the overall design or function are not considered defects.
READY-TO-SHIP WATCHES
Ready-to-ship watches are not personalized.
If a ready-to-ship watch arrives damaged, defective, incorrect, or materially different from the item ordered, contact us within 7 days of delivery with clear photos or a short video.
Change-of-mind returns for non-personalized watches are subject to applicable consumer law and any conditions stated at checkout.
12-MONTH MOVEMENT PROMISE
Eligible watches are covered by the 12-Month Movement Promise stated on the applicable product page.
The promise covers confirmed movement failure under normal use. It does not cover:
• Damage caused by impact, accidents, or misuse
• Unauthorized opening, modification, or third-party repair
• Water ingress caused by an unlocked or improperly secured crown
• Normal cosmetic wear, scratches, or bracelet wear
• Normal mechanical accuracy variation
• Battery replacement on quartz models
ORDER CHANGES AND CANCELLATIONS
Orders may be changed or cancelled by emailing support@yatsso.com within 12 hours of purchase.
After 12 hours, design preparation, production, or order processing may have started, so changes and cancellations cannot be guaranteed.
REFUNDS
If a refund is approved, it will be issued to the original payment method.
Banks, card issuers, and payment providers may require additional time to process the refund.
Original shipping charges, customs duties, and taxes paid outside the United States are not refundable unless required by applicable law or the refund results from an error by YATSSO.
STATUTORY RIGHTS
Nothing in this policy limits any rights available to you under applicable consumer law.