Return, Refund & Cancellation Policy

Every watch we sell — brand new or pre-owned — is inspected and verified by our specialists before sale. If an item you purchased from us is ever proven not to be authentic, we will refund the full purchase price.

You may cancel an order at no cost at any time before it has been dispatched (or, for in-store collection, before collection). Contact us by phone or WhatsApp with your order reference and any payment already made will be refunded in full. Once an order has been handed to the courier it can no longer be cancelled, but may qualify for a return below.

If an item arrives damaged, faulty, or materially different from its description or photographs, notify us within 7 days of receiving it with your order reference and photos of the item as received. Once we verify the issue you may choose a full refund, a repair, or an exchange. The watch must be returned unworn and in the condition received, with all protective stickers, seals, box and papers supplied. For change-of-mind purchases we offer, at our discretion, an exchange or store credit within 7 days provided the watch is unworn with seals intact — please contact us first so we can advise.

Watches that have been worn, sized, polished or altered after delivery; items with protective seals removed (unless the return is for a verified fault); special orders and pre-orders made to your specification; and consignment or trade-in settlements. Deposits on special orders are non-refundable once the order has been placed with the supplier, as stated at the time of the deposit.

Approved refunds are made to the original payment method — through our payment gateway for online payments, or to your bank account for bank transfers — within 14 working days of our receiving and verifying the returned item. We will confirm by phone, WhatsApp or email once the refund has been issued.

For verified faulty or not-as-described items we bear the insured return-shipping cost, or you may return the watch to any of our outlets in person. For discretionary change-of-mind exchanges the customer bears the cost of insured return shipping.

Repair and servicing work is quoted before we proceed and confirmed with you. If a quoted repair is declined, the watch is returned and only the assessment fee communicated up front (if any) applies. Completed workmanship carries the warranty period stated on your service record.

Contact us with your order reference via WhatsApp at 018 226 8539, by phone at (03) 2282 8832, or by email at hangthaiwatch@gmail.com. Claims can also be made in person at any outlet. Please keep the original packaging until your purchase is confirmed to your satisfaction.