Return and Refund Policy

Last updated: October, 2025
At Heisenberg Watches we take pride in the craftsmanship of every Swiss-made watch. Because each timepiece is hand-assembled to order, our return and refund policies are designed to balance fairness with the integrity of our production process.

1. Order Cancellations
  • You may cancel your order within 24 hours of purchase using the cancellation link in your confirmation email.
  • After 24 hours, your order enters production and cannot be cancelled or refunded until it has been received and reviewed for warranty-eligible concerns.
2. Returns
We accept returns only under the following conditions:
  • The product arrived damaged or defective.
  • The return request is made within 7 days of delivery.
  • The watch is unused, in original packaging, with all protective seals intact.
To initiate a return, please contact info@heisenbergwatches.com with your order number and reason for return. Our team will provide instructions and return authorization details.

3. Refunds
  • Approved refunds will be issued to your original payment method once the returned product passes inspection.
  • A restocking fee of $200 will be processed and deducted from your refund. 
  • Refund processing typically takes 5–10 business days after product receipt.
4. Exchanges
If you wish to exchange your product for a different model, please contact us. Exchanges are handled as a return followed by a new purchase.

5. Non-Returnable Items
Due to the personalized, hand-crafted nature of our watches, we do not accept returns for:
  • Watches showing signs of wear or damage caused after delivery.
  • Custom-engraved or special-edition items.
6. Warranty Repairs
For warranty claims, please refer to the warranty section of our Terms & Conditions. Repairs or replacements under warranty are free of charge for eligible defects.