Refund policy

Effective Date: 23 August 2026

At Make Your Time, every custom watch is carefully assembled according to the configuration selected by the customer.

Please read this Refund & Return Policy before placing your order.

1. CUSTOM-BUILT WATCHES

Most Make Your Time watches are individually assembled according to the customer's selected configuration.

Customisation may include the customer's choice of:

  • Dial;

  • Case;

  • Hands;

  • Bezel;

  • Bezel insert;

  • Bracelet or strap;

  • Movement;

  • Caseback;

  • Other available components or options.

Custom-built watches assembled according to the customer's selected configuration are not eligible for returns, exchanges or refunds due to change of mind.

If the customer receives the watch exactly as ordered and configured, the product cannot be returned simply because the customer:

  • Changes their mind;

  • No longer likes the selected design;

  • Would prefer another colour or component;

  • Would prefer a different watch;

  • Changes their personal preference after receiving the order.

Customers are therefore responsible for carefully reviewing their selected configuration before completing their purchase.

Once assembly of a custom watch has started, changes or cancellations may no longer be possible.

This does not affect the customer's statutory rights if the product:

  • Is defective;

  • Arrives damaged;

  • Is incorrectly assembled;

  • Does not match the configuration ordered;

  • Is missing a component;

  • Otherwise does not conform to the purchase contract.

2. STANDARD / NON-CUSTOM PRODUCTS

For products that are not custom-built or personalised, Make Your Time offers a 30-day return period, where applicable.

You have 30 days after receiving an eligible item to request a return.

To qualify for a return, the product must:

  • Be in the same condition in which it was received;

  • Be unworn and unused;

  • Show no signs of wear, scratches or damage;

  • Be in its original packaging;

  • Include all originally supplied accessories and components;

  • Include proof of purchase.

Make Your Time reserves the right to inspect returned products before approving a refund.

3. HOW TO REQUEST A RETURN

Before returning any eligible product, contact:

makeyourtimemakeityours@gmail.com

Please provide:

  • Your full name;

  • Order number;

  • Product concerned;

  • Reason for the return;

  • Photographs or videos where relevant.

If your return is accepted, we will provide the applicable return address and return instructions.

Do not send an item back without contacting Make Your Time first.

4. RETURN SHIPPING COSTS

For voluntary returns of eligible standard products, the customer is responsible for the cost of returning the item unless Make Your Time expressly states otherwise.

We recommend using a tracked shipping service.

Where a return concerns a confirmed:

  • Defective product;

  • Incorrect product;

  • Product damaged during delivery;

  • Lack of conformity covered by applicable consumer law;

the necessary shipping costs will be handled by Make Your Time in accordance with applicable law.

5. DAMAGES, DEFECTS AND INCORRECT ORDERS

Please inspect your watch after delivery.

Contact us as soon as reasonably possible if:

  • The watch arrives damaged;

  • The watch does not function correctly;

  • You receive the wrong watch;

  • The configuration does not correspond to your order;

  • A component is missing;

  • There appears to be a manufacturing or assembly defect.

Please contact:

makeyourtimemakeityours@gmail.com

Include your order number and, where possible, photographs or videos showing the issue.

We will assess the issue and provide the appropriate solution in accordance with our Warranty Policy and applicable consumer law.

6. WATER DAMAGE

Water damage caused by exposure to water or excessive moisture is not covered as a return or warranty claim.

Make Your Time watches are not sold or guaranteed as waterproof.

Customers should not wear their watches while:

  • Swimming;

  • Showering;

  • Bathing;

  • Diving;

  • Participating in water sports.

The watch should not be intentionally submerged in water.

This does not affect mandatory statutory rights if water ingress results from an original manufacturing or assembly defect for which Make Your Time is legally responsible.

7. NON-RETURNABLE ITEMS

Subject to applicable mandatory consumer law, the following products cannot be returned simply because the customer changes their mind:

  • Custom-built watches;

  • Watches assembled according to the customer's selected configuration;

  • Personalised products;

  • Products modified at the customer's request;

  • Used or worn products;

  • Products damaged after delivery;

  • Products altered or modified by the customer;

  • Gift cards.

A custom-built watch that has been correctly assembled and delivered according to the customer's order is considered fulfilled as ordered and is not eligible for a change-of-mind return, exchange or refund.

8. EUROPEAN UNION RIGHT OF WITHDRAWAL

Consumers purchasing eligible products online within the European Union generally benefit from a statutory 14-day right of withdrawal, where applicable.

Make Your Time voluntarily extends this return period to 30 days from the date of delivery for eligible standard, non-custom products, subject to the conditions set out in this Refund & Return Policy.

However, the statutory right of withdrawal is subject to exceptions under European Union and Portuguese consumer law.

In particular, the right of withdrawal may not apply to goods made according to the consumer's specifications or goods that are clearly personalised.

Accordingly, custom-built Make Your Time watches assembled according to the customer's individually selected configuration are not eligible for change-of-mind returns, exchanges or refunds where this legal exception applies.

This does not affect the customer's statutory rights if the watch is:

  • Defective;
  • Damaged;
  • Incorrect;
  • Different from the configuration ordered;
  • Otherwise non-conforming.

9. EXCHANGES

Custom-built watches are not eligible for exchange simply because the customer prefers a different configuration after receiving the watch.

For eligible standard products, please contact us before requesting an exchange.

Where appropriate, the easiest method may be to return the eligible product and place a separate order for the desired item.

10. CANCELLATIONS

If you wish to cancel an order, contact us as soon as possible:

makeyourtimemakeityours@gmail.com

Because custom watches are individually assembled specifically for each customer, production may begin shortly after the order is confirmed.

Once sourcing, preparation or assembly of the customer's custom configuration has started, cancellation may no longer be possible where permitted by applicable law.

11. REFUNDS

Once an eligible returned product has been received, we will inspect it and inform the customer whether the refund has been approved.

If approved, the refund will be issued to the original payment method.

Please note that banks, card providers and payment processors may require additional time to make the refunded amount available.

Refunds will be processed within the timeframe required by applicable law.

12. ORIGINAL SHIPPING COSTS

Original shipping charges for voluntary returns are handled in accordance with applicable consumer law.

Where a statutory right of withdrawal validly applies, any legally required reimbursement of standard delivery costs will be provided.

Additional amounts paid for premium or express delivery may not be refundable beyond the cost of the least expensive standard delivery option offered, where applicable.

13. RETURN CONDITION

Eligible returned products should include all items originally supplied, including where applicable:

  • Watch;

  • Bracelet or strap;

  • Removed bracelet links;

  • Packaging;

  • Documentation;

  • Accessories;

  • Other supplied components.

Products must be securely packaged for return.

14. RETURN ADDRESS

Do not return a product without first contacting Make Your Time.

Once a return has been accepted, we will provide the appropriate return address and instructions.

15. WARRANTY CLAIMS

A defective or non-conforming product is not treated as a normal change-of-mind return.

Warranty claims are handled according to our Warranty Policy and applicable consumer protection law.

Depending on the circumstances, available remedies may include:

  • Repair;

  • Replacement;

  • Price reduction;

  • Refund where legally applicable.

16. CHANGES TO THIS POLICY

Make Your Time may update this Refund & Return Policy from time to time.

The latest version will be published on our website together with its effective date.

Changes will not reduce mandatory rights already acquired in relation to previous orders.

CONTACT US

For questions regarding returns, refunds, cancellations or exchanges, contact:

Make Your Time

Email:
makeyourtimemakeityours@gmail.com