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Warranty & Refund Policy

Warranty & Refund Policy Effective Date: May 31, 2025

At 24 Jewels & Counting, customer satisfaction and product quality are at the heart of what we do. This policy outlines the terms of warranty coverage and refund eligibility to ensure transparency and trust throughout your experience with us.

Delivery Delays and Non-Delivery

• All shipments are tracked and verifiable.
• If your order is delayed by more than 15 days from the date of shipment, you may be eligible for a 50% refund.
• If your order is not delivered within 35 days, you may be eligible for a full 100% refund.
• However, if the tracking information shows that the package has been delivered, no refund will be issued.

Damaged or Defective Items

• If your watch arrives damaged, you must notify us within 3 days of delivery to be considered for a refund. Each case will be assessed individually for appropriate compensation.
• If your watch is defective but shows no physical damage to the case, crystal, bracelet, or other visible parts, you mat qualify for a partial or full refund up to 1 year after delivery.
• Please note: Automatic watches naturally fluctuate in timekeeping due to friction within the mechanical movement. Needing to adjust your watch daily, every other day, etc. is not considered a defect, and no refund will be granted on this basis.
• Please note: Quartz watches use battery powered movements and do not have a definitive timeline as to when that battery will die. 24 Jewels & Counting is not responsible for defective or dead batteries in the movements they use and no refund or similar compensation will be presented. 

Accidental or Incorrect Orders

• An 80% refund may be issued for accidental or incorrect purchases if requested within 24 hours of the original purchase. This 20% deduction accounts for materials and assembly preparations already underway.
• Requests made after 24 hours will not be eligible for a refund.
• If you receive the wrong item, photo proof is required and must be verified by a 24 Jewels & Counting representative. Once verified, you are eligible for either a full refund where you will be inclined to return that watch or a complementary reassembly of the correct watch.

Occasion-Based Deadlines

Refunds are not guaranteed for missed occasions (e.g. birthdays, anniversaries, etc.), but you may still qualify for a refund if your order meets the shipping delay thresholds outlined above.

Ongoing Support

Even if your order no longer qualifies for warranty coverage, we are committed to supporting our customers long-term. If you have questions about your watch, its assembly, or how to maintain it, our team is here to help.

To reach us, click the “Get In Touch” button in the drop down menu at the top of our website.

For self-service resources, scroll to the bottom of our homepage for links to our YouTube, Instagram, and other platforms where we provide tutorials, bracelet sizing help, and modding insights.