Return Policy
Our return policy for bespoke watch painting services.
Last updated: January 15, 2026
Important Notice
Due to the custom and bespoke nature of our watch painting services, each piece is created specifically to your design specifications. Please read our return policy carefully before placing your order.
Return Eligibility
Returns are accepted only under specific conditions due to the personalized nature of our services.
Accepted Returns
- Manufacturing defects in craftsmanship
- Damage during shipping (with proof)
- Significantly different from approved design
- Incorrect watch model delivered
Not Accepted
- Change of mind after approval
- Minor color variations (natural to handcrafting)
- Design preference changes
- Buyer's remorse
Return Timeline
Report Within 7 Days
All issues must be reported within 7 days of receiving your watch. Contact us immediately with photos and a detailed description of the issue.
Inspection Period
Once we receive your return request, we will review it within 2-3 business days and provide instructions for returning the item if approved.
Refund Processing
Approved refunds will be processed within 7-10 business days after we receive and inspect the returned item.
Return Process
Follow these steps to initiate a return:
Contact Us
Email us at contact@thedialstory.com with your order number and photos of the issue
Wait for Approval
Our team will review your request and respond within 2-3 business days
Return Shipping
If approved, ship the item in original packaging with tracking. Keep your receipt.
Receive Refund
Once inspected and approved, your refund will be processed to the original payment method
Refund Options
Full Refund
Issued for manufacturing defects or significant errors on our part.
- 100% refund of service cost
- Return shipping costs covered
- Processed within 7-10 business days
Replacement
Alternative option for eligible returns.
- Free rework of the watch dial
- No additional charges
- Expedited production timeline
Shipping Costs
Our Fault
If the return is due to manufacturing defects or our error, we will cover all return shipping costs.
Customer Preference
For returns based on customer preference (if accepted), customer is responsible for return shipping costs.
Return Inquiries
For any questions about returns or to initiate a return, please contact us:
The Dial Story
This Return Policy is effective as of January 15, 2026. We are committed to customer satisfaction while maintaining fair policies for our custom, bespoke watch painting services.