Refund policy

 

Refund & Return Policy

At Noctua Watch Corp, every watch is built by hand to order. We stand behind our work completely — which is why every Noctua carries a 2-year warranty against manufacturing defects. Please read this policy carefully before purchasing.

Pre-Orders

The Vigil Collection is sold as a pre-order. Payment is collected in full at the time of order. Each watch is then assembled to order with an estimated delivery window of 8–10 weeks from the date of purchase. By completing a pre-order purchase you acknowledge and agree to this fulfilment timeline.

Pre-orders may be cancelled for a full refund at any time before we notify you that your watch has entered assembly. Once assembly has begun, cancellations are not accepted as materials will have been committed to your specific order.

Returns — Standard Purchases

We have a 30-day return policy for standard purchases. You have 30 days after receiving your item to request a return. To be eligible, your watch must be in the same condition as received — unworn, unused, unmodified, with all original packaging and documentation. A receipt or proof of purchase is required.

To initiate a return, contact us at noctuawatchco@gmail.com before sending anything back. Returns sent without prior authorisation will not be accepted.

Return shipping costs are the responsibility of the buyer unless the item is defective or incorrect. We recommend using a tracked and insured shipping method — Noctua Watch Corp cannot be held responsible for items lost or damaged in return transit.

Warranty — 2 Years

All Noctua watches are covered by a 2-year warranty against manufacturing defects from the date of delivery. This covers defects in materials and workmanship under normal use conditions.

The warranty does not cover:

  • Normal wear and tear, including surface scratches on the case, crystal, or bracelet
  • Damage caused by accident, misuse, neglect, or unauthorised modification
  • Water damage resulting from improper crown operation or damage to the crown seal
  • Natural variation in hand-finished and hand-painted dial elements — each dial is unique and minor variations are a characteristic of the handmade process, not a defect
  • Battery replacement (not applicable — all Noctua watches are automatic)

To make a warranty claim, contact us at noctuawatchco@gmail.com with your order number, a description of the issue, and photographs. We will assess the claim and respond within 5 business days.

Damages and Incorrect Items

Please inspect your order carefully upon receipt. If your watch arrives damaged, defective, or is not what you ordered, contact us immediately at noctuawatchco@gmail.com with photographs and your order number. We will make it right.

Exchanges

We do not offer direct exchanges on pre-order items. For standard purchases, the fastest way to exchange is to return your item under our 30-day return policy and place a new order for the desired variant. Contact us first and we will do our best to accommodate you.

Non-Returnable Items

The following cannot be returned or refunded:

  • Pre-order watches once assembly has begun
  • Watches that have been worn, modified, or show signs of use
  • Sale items and gift cards
  • Items returned without prior authorisation

European Union — 14-Day Cooling Off Period

If your order is being shipped to a destination within the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification, in accordance with EU consumer protection law. Your item must be returned in the same condition as received — unworn, unused, and in its original packaging — with proof of purchase. This right does not apply to custom or personalised items.

Refunds

Once your return has been received and inspected, we will notify you of the outcome within 5 business days. If approved, your refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the credit.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at noctuawatchco@gmail.com.

Contact

For all return, warranty, or refund enquiries:
noctuawatchco@gmail.com
Noctua Watch Corp · Alberta, Canada