Refund policy
Warranty, Returns & Refunds
Every OSTREAL watch is hand crafted to order and backed by our 2-year warranty. Instead of a general returns and refunds programme, we stand behind our watches with repair or replacement. Please read this policy before you order.
1. Made to order: no change-of-mind returns or refunds
Every OSTREAL watch is made to order. Because your watch is made specifically for you, we do not accept returns or offer refunds if you change your mind after ordering.
Please check the product details, your selected options and our Sizing Guide carefully before you place your order.
2. Production time and changes
Your watch is made after you order, so please allow up to 2 weeks for crafting before dispatch. If you need to change or cancel your order, contact us at info@ostrealwatches.com as soon as possible. Once we have begun making your watch, we may not be able to change or cancel it, but we'll let you know where we can help.
3. Sizing and fit
Every OSTREAL watch comes in its watch box with extra bracelet links and the tools needed to adjust the size yourself. Because of this, fitting is not treated as a reason for return. Our Sizing Guide explains how to adjust your watch step by step, and we're happy to talk you through it.
4. Our 2-year warranty
Each OSTREAL watch is covered against defects in materials and workmanship for 2 years from the delivery date.
What we'll do: if your watch has a covered defect, we will repair it or, if repair isn't possible, replace it at our discretion.
What's not covered: Normal wear and tear, scratches and marks, accidental damage, water damage caused by an unsecured crown, loss or theft, repairs or modifications by anyone other than OSTREAL, and damage caused by incorrect bracelet resizing.
5. How to make a warranty claim
Email info@ostrealwatches.com with your order number and a clear description of the problem, with photos or a short video if possible.
Please contact us before sending anything back, so we can give you the correct instructions and return address.
We'll review your claim and let you know the next step within 7 working days.
Postage: For warranty claims, you are responsible for the cost of sending your watch to us. We strongly recommend using an insured, tracked service, as you remain responsible for the watch until it reaches us. Once your watch is repaired or replaced under warranty, we will return it to you at your cost.
6. Damaged, faulty or incorrect items on arrival
If your watch arrives damaged, defective or is not the item you ordered, please contact us as soon as reasonably possible at info@ostrealwatches.com with your order number and photos. We'll arrange a repair, replacement or other remedy as appropriate.
7. Exchanges
If you'd like a different model or variation, please contact us. Because each watch is made to order, an exchange is not guaranteed and is offered at our discretion, depending on availability and whether your watch has been made to your specification.
8. Your statutory rights
This policy does not affect your legal rights. Under UK consumer law, including the Consumer Rights Act 2015, you may be entitled to a repair, replacement, price reduction or refund if goods are faulty, not as described, or not fit for purpose.
The 14-day right to cancel online orders under the Consumer Contracts Regulations 2013 does not apply to goods made to your specifications or clearly personalised. Where it does apply to your order, you may cancel within 14 days of receiving the goods. Our 2-year warranty is in addition to your statutory rights, not instead of them.
9. Contact
For warranty claims, order changes or questions about this policy, email info@ostrealwatches.com.