Refund & Return Policy
Return & Exchange Policy
Each Epoch strap is crafted with care and attention to detail. We understand that there may be occasions when you need to return or exchange your order.
Please review the policy below before initiating a return. Return eligibility depends on whether your strap is a standard strap or custom-made strap, as well as its condition.
1. Standard Straps
Standard Straps — Unused
Standard straps may be returned within 7 days of delivery if they remain unused, unaltered, and in new condition.
Eligible returns will receive a full refund of the strap price, excluding original shipping fees.
A strap is considered unused only if:
- It has not been worn.
- There is no bending or creasing.
- There are no wrist marks or other signs of use.
- The buckle tongue has not been inserted through any strap hole.
- The strap has not been altered or modified.
Standard Straps — Worn or Used
For hygiene and quality reasons, worn or used straps cannot be returned or refunded.
Any bending, creasing, buckle-hole marks, wrist marks, alterations, or other signs of wear will be considered evidence of use.
2. Custom-Made Straps
Custom-made straps are handcrafted specifically according to the specifications selected or provided for your order. Because of their personalized nature, they cannot normally be resold to another customer.
Custom-Made Straps — Unused
Unused custom-made straps may be returned within 7 days of delivery.
Because the strap was handcrafted specifically for your order, eligible returns will receive a 50% refund of the strap price, excluding original shipping fees.
To qualify for a return, the strap must:
- Not have been worn.
- Have no bending or creasing.
- Have no buckle-hole marks.
- Have no wrist marks or other signs of use.
- Remain unaltered and in its original condition.
Custom-Made Straps — Worn or Used
Because custom-made straps are made specifically to the customer's specifications, worn or used custom-made straps cannot be returned or refunded.
This includes straps showing bending, creasing, buckle-hole marks, wrist wear, alterations, or any other signs of use.
Cancellation of a Custom Order
Custom straps enter production shortly after an order is confirmed.
If you need to cancel or change a custom order, please contact us as soon as possible. If production has already started, a 50% cancellation fee may apply due to the materials and labor already committed to your order.
Once a custom order has been completed or shipped, the standard custom-made return terms above will apply.
3. Damaged, Incorrect, or Fitment Issues
If your strap arrives damaged, incorrectly made, or does not match the specifications confirmed for your order, please contact us within 7 days of delivery.
Please provide your order number, a description of the issue, and clear photos or measurements so our team can review the problem.
If We Made the Strap Incorrectly
If the strap was made incorrectly and does not match the specifications confirmed with your order, we will arrange an appropriate repair, replacement, or remake at no additional cost.
If the Provided Specifications Were Incorrect
For custom-made straps, customers are responsible for providing accurate measurements and specifications, including lug width, buckle width, wrist size, strap length, watch model, and other requested fitment details.
If the strap was made correctly according to the specifications provided or confirmed by the customer, but those specifications were incorrect, the strap is not eligible for a free remake or replacement.
We will be happy to help determine the correct specifications and discuss available options for having a new strap made.
Please do not return a damaged, incorrect, or improperly fitting strap before contacting us.
4. Return Shipping
Customers are responsible for return shipping costs unless the return is due to an error on our part.
We recommend using a tracked shipping service, as Epoch Straps cannot be responsible for return packages lost or damaged in transit.
Please include your order number inside the return package so we can identify and process your return.
Returns received without sufficient order information may experience processing delays.
5. Return Inspection & Refunds
All returned straps are inspected after they arrive.
Once your return has been received and approved:
- Refunds will be issued to the original payment method.
- Original shipping charges are non-refundable.
- Standard unused straps are eligible for a full refund of the strap price.
- Custom-made unused straps are eligible for a 50% refund of the strap price.
- Worn or used straps are not eligible for a refund.
Please allow 7–14 business days after your return is delivered to us for inspection and processing.
Your bank or payment provider may require additional time for the refund to appear in your account.
6. Exchanges
If you would like to exchange an eligible strap for a different size, color, or model, please contact us within 7 days of delivery before returning the item.
Exchange eligibility follows the same condition requirements as returns.
Custom-made straps that need to be remade because of changes to customer-selected specifications may be subject to additional charges.
Email us at support@epochstraps.com with your order number and the details of the exchange you would like to make. Our team will confirm the available options before you send the strap back.
7. How to Start a Return or Exchange
To request a return or exchange, please contact our support team:
Email: support@epochstraps.com
Please include:
- Your order number.
- The reason for your return or exchange.
- Clear photos of the strap when applicable.
- Relevant measurements if your request concerns sizing or fitment.
Please contact us within 7 days of delivery to request return authorization before shipping your strap back.
Our support team typically responds within 24–48 hours with further instructions.