Refund policy
Returns and refunds
If something is wrong with your Dreamwatch, contact us within 7 days of delivery and we will help you resolve it.
When we refund
We accept returns and issue refunds when the item is defective due to a manufacturing fault, or damaged in transit. In either case we cover the return shipping cost.
How to report a problem
- Contact us within 7 days of delivery, with your order number.
- Include photographs showing the fault or the transit damage, plus the outer packaging if it arrived damaged.
- Keep the watch in its original packaging until we confirm the return.
Refund timing
Once we receive and inspect the item and confirm the fault, we refund the purchase price to your original payment method within 10 business days. Original shipping charges are refunded when the return is caused by a manufacturing fault or transit damage.
What is not covered
- Normal wear, scratches, or cosmetic marks that appear with use
- Damage caused by the customer: drops, knocks, water exposure beyond the rated resistance, or unauthorised repairs
- Dead or depleted batteries (a standard button cell can be bought locally)
- Change of mind, or items that have been worn, resized, or engraved
- Gift cards
- Import duties and taxes charged by your country's customs authority
Repair or replacement first
Where a repair or replacement resolves the fault, we may offer that instead of a refund. You can decline and request a refund instead.
How to start a return
Email us with your order number, photographs and a short description of the problem. We will send return instructions and the correct address. Do not ship items back before contacting us.