Returns & Refunds
RETURNS & REFUNDS
OUR APPROACH
We assess each eligible issue carefully and aim to recommend the most practical solution. Please contact us before returning a watch. Unauthorized returns may not be accepted.
CUSTOM WATCHES
Custom watches are made specifically from the watch options, photo, engraving, text, and other personalization information submitted by the customer.
Because the finished item cannot normally be resold, we cannot accept a return, exchange, or refund for a change of mind, personal preference, or an error contained in the customer’s submitted photo, text, date, name, or instructions.
We understand that mistakes can happen. If an issue results from information submitted by the customer, contact us. Our team will review the production stage and do its best to recommend a practical solution, which may include an adjustment before production or a reduced-cost remake or replacement.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If a watch arrives damaged, defective, incorrect, or materially different from the confirmed order details, contact us within 7 days of delivery.
Please provide the order number, a clear description, clear photos or a short video showing the complete watch and issue, and photographs 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 item with the submitted design and quality-control record so 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
Screen brightness, display settings, lighting, printing materials, watch hands, hour markers, and date windows can create small differences between an on-screen preview and the finished watch. Minor differences that do not materially affect the overall design or function are not considered defects.
Our customization team makes routine technical adjustments to improve dial balance and print clarity. We contact the customer if an image problem or required change could materially affect the result.
READY-TO-SHIP WATCHES
Ready-to-ship watches are not personalized. If one 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 movement-related issues may be covered by the 12-Month Movement Promise stated on the applicable product page. It covers confirmed movement failure under normal use and does not cover impact, misuse, unauthorized repair, normal cosmetic wear, water ingress caused by an unsecured crown, or normal mechanical accuracy variation.
HOW TO REQUEST HELP
Email support@yatsso.com and include:
- Your order number
- A clear description of the issue
- Clear photos or a short video showing the issue
- A photograph of the complete watch and packaging, if requested
We aim to review complete requests within 2 business days.
REFUNDS
If a refund is approved, it will be issued to the original payment method. Banks and payment providers may require additional processing time.
Original shipping charges, customs duties, or taxes paid outside the United States are not refundable unless required by applicable law or the refund results from an error by YATSSO.
ORDER CHANGES AND CANCELLATIONS
Orders may be changed or cancelled by email within 12 hours of being placed.
After 12 hours, design preparation, production, or order processing may have started, so changes and cancellations cannot be guaranteed.
STATUTORY RIGHTS
Nothing in this policy limits any rights available under applicable consumer law.