Refund Policy

We are here to make things right. If, for any reason, your TOMI Watch Co order does not meet your expectations, we offer returns, exchanges, or refunds under the terms below. This policy complies with consumer laws applicable in the United Kingdom, European Union, United States, Canada, and Australia.

Returns

You may return eligible items for a refund, store credit, or exchange within 30 days of delivery.
To be eligible, items must be returned in their original condition: unworn, unaltered, undamaged, and with all original packaging, tags, warranty cards, serial numbers, protective films, and included accessories.
For watches, please ensure all protective materials remain intact and that the warranty card and serial number are included.

How to start a return

Email your return request to info@tomiwatchco.com and include:
Your order number
The item name or model
The reason for return

Once your request is reviewed and approved, you will receive detailed return instructions. Please include the completed return form inside your package.

Important return conditions

Items must be unworn, unaltered, and undamaged.
All original packaging, tags, warranty documents, serial numbers, and accessories must be included.
We cannot accept returns that show signs of wear, water damage, impact damage, or alteration.
Custom, engraved, or personalised items are non-returnable unless faulty.

Customers are responsible for return shipping costs unless the return is due to our error (faulty, damaged, or incorrect items) or is covered under the address error policy below.
We recommend using tracked and insured shipping, and sharing the tracking number for faster processing.

Refunds and exchanges

Once we receive and inspect your return:

Approval: If your return meets the conditions, we will process your refund or exchange within 7 business days.
Refund timing: Refunds may take 1–2 billing cycles to appear, depending on your bank or card issuer.
You will receive an email confirmation once your refund or exchange has been processed.

For exchanges:
If the replacement item is of higher value, you will be asked to pay the price difference.
If lower in value, a partial refund will be issued.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, contact us immediately at info@tomiwatchco.com with:

Photos of the item
Photos of the packaging
Your order number

We will review the issue and provide a replacement, repair, or full refund at no cost to you.
Claims should be made as soon as possible to assist with carrier investigations.

Non-returnable items

We cannot accept returns for items that:

Show signs of wear, use, water damage, or alteration
Are missing original packaging, serial numbers, warranty cards, or accessories
Are custom, engraved, or personalised, unless faulty

Incorrect or incomplete address

You are responsible for ensuring your delivery address is accurate.
If a parcel is returned to us due to an incorrect or incomplete address provided at checkout, we offer:

Free reshipment: We will resend your order at no cost after confirming the correct address
Refund option: If you prefer a refund, we will issue it once the parcel returns to us. Return shipping and handling fees may apply depending on circumstances.

Refused or unclaimed packages

If a package is refused at delivery or remains unclaimed and is returned to us, you may choose:

Free reshipment after confirming the delivery address
A refund minus a 15% restocking fee to cover original shipping and handling costs

Lost or missing returns in transit

If you used a tracked return service and the parcel is lost in transit, please provide the tracking number to info@tomiwatchco.com so we can initiate a carrier investigation.
We strongly recommend insuring returned parcels for their full value.

Warranty repairs

Warranty repairs are handled separately from returns, according to our warranty policy.
If your watch requires repair under warranty, contact info@tomiwatchco.com with your proof of purchase and details of the issue.
We will advise next steps for repair or replacement.

Consumer rights

This policy does not affect your statutory rights under applicable consumer protection laws.
Depending on your location, you may have additional protections. Where local law offers greater protection, that law applies.

Processing times and support

Once your returned item arrives, inspections and refund or exchange processing can take up to 7 business days.
For assistance, our support team is available 7 days a week and responds within 24 hours at info@tomiwatchco.com.

Changes to this policy

We may update this Return and Refund Policy from time to time.
Any changes will be posted on this page with an updated effective date.
Continued use of the Site after updates constitutes acceptance of the revised policy.

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